Customer Service Representative
Resume:
Susan Tiplady-Fiore
North Reading, MA 01864
EMAIL: **********@*******.***
Profile: Dedicated, motivated and multi-tasking individual seeking challenging position in purchasing, Buyer-Planner or Customer Service related position. Possess extensive background in purchasing, expediting, inventory management, customer service and resolution management. Demonstrated strengths in team leadership, time management and task completion. I am a professional, career-driven individual with strong interpersonal, communication and organization skills. Proficient in Word, Excel and Outlook, and function well in Intel PC, QAD, CRM, Oracle and Windows Operating systems.
Education: Associates Degree, Essex Agricultural & Technical Institute; Danvers, MA 1983
Merrimack College, North Andover, MA 1991
Continuing Education: Production / Materials Management ~ Focus: Inventory Management
Purchasing Practice Education: MRP; “Just-in-Time”, MRO, HIPPA Certified
Customer Service Practice Education; ServiceSkills.com Course
Experience: Twenty plus years of progressive experience in related positions, to include:
· Customer Service · Materials / Expeditor
· Purchasing Agent · Inventory Manager
· Return Material Authorization Specialist
EMPLOYMENT
HISTORY:
4/2014 – 6/2025 Customer Service Representative
Alegeus, Waltham, MA
Obtained caller information by answering telephone calls; interviewing clients; verifying information.
Adjudicating claim substantiations sent in from members.
Researched account and transaction records to resolve caller complaints.
Adhered to policies with regard to caller interactions (providing correct and appropriate information, entering detailed notes on caller’s record regarding the nature of the call, maintaining and respecting caller privacy).
Informed callers about procedures related to use of services.
Updated job knowledge by studying new product descriptions; participating in educational opportunities.
12/2013-4/2014 Customer Service Representative
Winter-Wyman, Waltham, MA
Obtained caller information by answering telephone calls; interviewing clients; verifying information.
Adjudicating claim substantiations sent in from members.
Researched account and transaction records to resolve caller complaints. Placed at Alegeus, Waltham, MA
6/2013 – 12/2013 Customer Service Representative
Moore Staffing, Methuen MA
Answering incoming calls in call center. Answering questions about product, pricing, verifying purchase orders. Helping agent/representatives with order changes. Ordering specialized valves with outside vendors for customers. Employee and agent audits. Special projects. Employee purchase program as a temp at Watts Water
Technology, North Andover, MA
12/2012-3/2013 Customer Service Representative
National Employment, Portsmouth, NH
Answering incoming calls in call center. Helping people enroll in survey program and activate voucher for free medications. Also researching doctors to verify and enter into system, doing customer fulfillment. Temporary position through National Employment placed at ONBRAND24 in Beverly, MA
8/2012 – 12/2012 Customer Service Representative
Staffing Now, Wakefield MA
Answering incoming calls in call center. Helping people enroll in survey program and activate voucher for free medications. Also researching doctors to verify and enter into system, doing customer fulfillment. Temporary position through Staffing Now placed at Infomedics, Reading, Ma
8/2006 – 6/2012 Customer Service Representative
Watts Water Technology, North Andover, MA
Answering incoming calls in call center. Answering questions about product, pricing, verifying purchase orders. Helping agent/representatives with order changes. Ordering specialized valves with outside vendors for customers. Employee and agent audits. Special projects. Employee purchase program. Trained new employees on internal systems.
6/2000 – 4/2006 Customer Service Representative/Collections
Leasecomm/Microfinancial, Woburn, MA
Answering incoming calls in call center. Answering questions about leases, including payments, equipment returns and collections. Took escalated calls when supervisor not available. Trained new employees on internal systems.
7/1996 – 5/2000 Purchasing Agent
Arrow Electronics, North Reading, MA
MRP / “Just-in-Time” / MRO specialist responsible for pre-and-post processing & monitoring of large volume purchase transactions for multiple domestic locations. Solicited and evaluated vendor proposals, analyzed cost/price, terms & conditions, and ensured timely delivery of equipment & services. Served as phone interface with customers/suppliers, maintained the order entry and processing databases and resolved invoicing issues.
Materials / Expeditor
Expedited orders and served as primary interface with customers, product manufacturers and facility personnel. Tracked “urgent” projects and was responsible for documenting and communicating fees and vendor policies as they related to materials expediting.
Return Material Authorization Specialist
Responsible for implementing and following the return authorization processes and procedures which included: fielding customer calls, verifying returns via documented reports, collaborating with the manufacturers to obtain return approvals and the associated RMA numbers, and electronically tracking the return, repair and re-delivery to customer sites.
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