Call Center Customer Service

EDUCATION

Seton Hall Business School **** Bachelor of Science, Marketing with Finance

Montclair State University Master of Business Administration 2015

Experience

NULO INC, Brand Ambassador, (Bergen/Passaic County)

Promoted the sales process of Nulo By engaging customers about benefit of product

•engaged with pet parents in meaningful conversations, that demonstrate a genuine love for pets, and establish rapport.

•involved pet parents by actively listening to their stories and experiences with their pets and showing them genuine interest and empathy.

•recognized and understood the individual aspects that make each pet parent's bond with their pets unique while paying attention to important details and cues.

•applied a vast product knowledge to effectively communicate how Nulo products can enhance the special connection between pet parents and their pets.

•guided and assisted pet parents in selecting the most suitable Nulo products for their pet's needs.

•created lasting impressions by expressing gratitude to pet parents for sharing their stories, dedicating their time and attention, and demonstrating care for their pets.

Samsung (Aditi Consulting), Order Management Specialist, Ridgefield Park, NJ June 2023-march 2024

Managed completion of orders from start to finish

• order management including order processing, tracking, and reconciliation

• generated multiple daily reports for select accounts

• interacted directly with customer service teams regarding order status and product availability

• collected, documented, and managed information logs for Home Appliance accounts

• created Commercial Invoices

• worked with Call Center to ensure consumers are contacted to meet the SLA in place for rescheduling orders

• process Upgrades for end of life models

Jam BNC, Order Management Specialist, Northvale NJ May 2022-April 2023

Managed all customer orders to completion, as well as supply chain of products

•ensured the order delivery time with internal and outsource suppliers

•maintained communication with customers on order issues and status updates

•communicated with warehouse/suppliers for shipment

• processed credit/debits relating to order processing

•confirmed inventory availability, work directly with Supply Chain/Inventory Management

•worked with the warehouse teams to expedite orders when appropriate

• ensured department KPI’s, objectives and guidelines are followed

• assisted and/or lead process improvement projects within the department

March 2020-May 2022

Sherwin Williams, Assistant Manager, Bergenfield, NJ

Managed all aspects of store, including operations, inventory, and training employees

• supported all aspects of store operations, including customer service, marketing, merchandising, inventory, and store safety

• recommended services to include online and in person deliveries to targeted customers, which increased store profitability by 25%

• supervised and trained new store staff in using systems for customer service management, utilizing the tinting machine, performing cycle counts for inventory management, and other various tasks related to their job duties

• contacted new customers and potential clients to generate sales leads

• helped coworkers in getting correct paint product and tinting paint for customers when needed

• generated store financial reports such as the Profit and Loss Report and evaluating store performance

• received shipments of inventory for the store on a weekly basis and delegating work to customer service representatives to put product away in correct areas

Mariner’s Bank, Retail Banking Associate, Edgewater, NJ March2019-March2020

Managed all transactional bank processes as well as helping in the sale of bank products

• Provided account services to customers by performing deposits, processing loan payments, cashing checks, issuing savings withdrawals, and recording night and mail deposits.

• Answered questions about bank products in person or on telephone and referred customers to other bank services as necessary.

• Recorded transactions by logging cashier’s checks, traveler’s checks, and other special services; prepared currency transaction reports

• Cross-sold bank products by answering inquiries, informing customers of new services and product promotions, ascertaining customer’s needs, and directing customers to a branch representative

• Completed special requests by closing accounts, taking orders for checks, opening and closing Christmas and vacation clubs, exchanging foreign currencies, completing safe-deposit box procedures, and providing special statements, copies, and referrals

• Reconciled cash drawer by proving cash transactions, counting and packaging currency and coins

Becton Dickinson, Customer Care Professional (Contract), Franklin Lakes, NJ May 2018-March 2019

Tracked and managed all aspects of supply chain as well as sales initiatives

• Processed and monitored medical device orders using SAP software

• Cold called different clients to sell medical devices to build company profitability

• Managed supply chain by tracking shipments from origin to destination

• Established direct contact with internal stakeholders

• Worked with business planners to manage stock in short supply

• Problem solved with internal stakeholders to meet customer delivery expectations

• Worked with SCM to identify key customer contacts and relationship building strategies

• Investigated and performed root cause analysis of service complaints to the satisfaction of the customer within established company guidelines.

• Supported promotional sales, campaigns, product launches, cross sell or up selling activities

PSEG, Project Support Specialist (Contract), South Plainfield, NJ August 2017-April 2018

Assisted engineers in completion of their work by tracking all aspects of project management

Performed procurement tasks such as tracking and recording orders and managing supply base

Provided project management, controls, and quality assurance support

Provided technical support to project control engineers and managers including developing and submitting purchase requisitions and change order requests which resulted in greater operational efficiency

Processed and verified vendor invoices for accuracy including certifying proper accounting, expenses, materials, and miscellaneous charges incurred

Coordinated with vendors to reconcile invoice discrepancies and keep vendors informed regarding payment information

Maintained, updated, and provided monthly project controls documentation for all vendor firms

Monitored vendor project commitment status and generated reports to initiate the change order process with project control engineers and project managers using work management and project systems modules in SAP which resulted in completion of tasks in a time efficient manner

AFCO CREDIT CORPORTATION, Account Executive (Contract), New York, NY June 2016-April 2017

Quoted all loans for premium finance agents in accordance with Loan Process Department Requirements

Followed up with existing client agents and sought out new clients to increase company sales by 25%

Worked as a customer service support lead to help current and new clients

Utilized company CRM system to manage history

Performed quoting, price negotiations, and placed call efforts for assigned territory

Adjusted pricing to match competitive needs while still meeting company’s economic standards to increase profits

Worked in conjunction with The Loan Processing Department to review loan documents to ensure completeness, accuracy, and compliance with all regulatory and operational requirements

MARKET RESEARCH EXPERIENCE

Seton Hall University, NJ

Team leader: worked on implementation of market research analysis for Community Access Unlimited. Helped generate online surveys and facilitated a focus group to use data for analysis.

Skill set: Microsoft office: (Word, Excel, Power-point), SAP, Ariba, CRM software, Qualtrics

Certifications: Osha Construction

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