Customer Service Rep

LN

LENORA NORRIS

****************@*****.*** 901-***-**** Memphis, TN 38116

Objective

To be employed by a diverse and growing corporation where I can utilize m skills and where advancement opportunities are available.

Skills

• 20+ years of Customer Service and Administrative Assisting experience

• Proficient in Microsoft Office Suite

• Detail oriented and well organized with the ability to multi-task in a fast-paced environment

• Typing 35-40 WPM / Lotus Notes / Multi-line Phone System

• Vast experience with Filing / Faxing / Copying / Quality Assurance and other various office tasks Experience

HealthLink Europe Memphis, TN

Customer Service Specialist

05/2024 – 12/2024

OrthoSouth

Customer Service Rep / MRI Preceptor

09/2019 – 03/2024

COGIC Publishing House

Customer Service Rep

05/2009 – 04/2019

• Responded to customer inquiries in an accurate and effective manner

• Completed Inbound/Outbound order entry

• Proficient in invoice processing

• Answered calls from clients and end-user customers

• Reconciled customer inventory

• Generated KPI reports

• Proactively searched for solutions to improve workflow efficiency

• Met and exceeded company and client performance metrics

• Scheduled/Cancelled patient appointments

• Provided exceptional telephone support in a high-volume call center

• Solved internal/external customers’ business concerns

• Responsible for obtaining insurance authorizations

• Responsible for contacting no-show patients

• Tasked with checking in patients for MRI procedures

• Collected co-pays & other financial transactions, like deductibles

• Maintained excellent relationships with vendors

• Conducted on-the-job training with New Hires

• Tracked orders via UPS, FedEx, and USPS, using online software

• Solved internal/external customers’ business concerns

• Conducted audits on orders before dispatched

• Provided exceptional telephone support in a high-volume call center

• Reported daily and weekly KPI reports

• Maintained excellent relationships with vendors

• Contributed to the development of the company website

• Provided support for customer POD requests

• Tracked and resolved customer complaints and issues Games Workshop

Customer Service Rep

06/2005 – 07/2007

Muller Industries

Order Entry / Customer Service Rep

02/1994 – 06/2005

Education and Training

Delta Technical College

Dental Assistant

01/2009

University of Memphis

Certificate of Customer Service Fundamentals

01/2007

Miller – Hawkins Business College

Some course work completed

01/1998

Melrose High School

High School Diploma

05/1986

References

Available upon request

• Responsible for scheduling product pick-ups with various transportation carriers

• Presented monthly presentations on current procedures and future goals

• Provided excellent telephone and online customer service support

• Responsible for creating weekly reports for management

• Tracked orders via UPS, FedEx, and USPS using online software

• Worked as a part of a team responsible for resolving customer complaints using a color-coded system

• Created and maintained SOP for providing customer service in a warehouse environment

• Responsible for receiving, entering, and processing customer orders

• Communicated order status information to the customers

• Coordinated order information with warehouse to ensure accurate delivery of products

• Performed work cross-functionally between departments

• Confirmed scheduled pickups and deliveries

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