Customer Service Representative
Resume:
EMMALEE M. LIGHTFOOT
Marion, IA 52302
SUMMARY
Analytical and goal focused with strong experience in data management and reporting. Proven results in the administration of customer satisfaction. Hold a broad knowledge of various systems and functions used in the workplace. Possess excellent verbal communication skills and perform all assigned tasks with a focus on accuracy and attention to detail. Always a team player promoting positive relationships with peers as well as internal and external customers. Expertise includes:
• SAP • Flat Files - MOCAS
• Wide Area Workflow • UID Registry
• Analyzer • Shipping without Reference
• Teco Reports
• Repair Capabilities
• Flag Ship
• QuickBooks
• DoForms
• RECAP
• Transship
• Collins Hot List
• DNR
PROFESSIONAL EXPERIENCE
Frontier Co-Op, Norway, Iowa
Customer Service Representative 2024-
present
As a customer service representative I have an assortment of responsibilities. The biggest role I play is answering phones for customers who maybe be placing and order, they may have a missing or damaged item, had an adverse reaction, membership questions, or quality questions are just to name a few. My role requires knowledge in all areas of the company from product testing like heavy metals to sourcing. As a customer service rep I not only answer the phone I answer chats and as well as email inquiries that can range from simple things like a missing item in their order to how do I apply for a membership. I am also responsible for entering orders from the inside sales team, issuing credits and refunds, logging questions and complaints, and submitting questions to quality. This role requires me to be efficient multi tasker.
WALGREENS, Marion, Iowa 2023-2024
Pharmacy Technician
As a pharmacy technician I am responsible for a variety of tasks including filling prescription medications, running prescriptions through insurance, helping customers in store and drive through. The role requires up to date knowledge on insurance information as well as drug information. I am currently working towards national board of pharmacy certification. VALLEY PORK, Solon, Iowa 2022- 2023
Administrative Assistant
As an administrative assistant I handled a wide variety of agricultural business related tasks on a daily basis. My role required flexibility as my day to day was never the same. My duties included scanning daily mail, payroll and bill pay through QuickBooks, inventory tracking/management, closeouts for every farm after they emptied through PowerBI, and I also assisted with visa process for the farm workers.
• QuickBooks
• DNR- submitting Manure Management Plans and annual updates through portal
• DoForms
• PowerBI
• Excel
• Seaboard Portal
COLLINS AEROPSACE, Cedar Rapids, IA 2019 – 2022
Logistics Analyst
As a logistic analyst I worked on a government contract managing data for customer equipment. I supported the JPALS equipment coming into Collins for repair. I tracked the status of the repairs from the time the equipment arrived at Collins service center until it shipped back to the customer. I worked directly with the engineers and program manager in order to ensure accurate information to report to the customer. My role required attention to detail as I was reporting directly to the customer with updated status on repaired units. Communication played a key role when reporting to the customer.
• SAP
• Collins Hot List
• Google Suit (O365)
• Excel
COLLINS AEROPSACE, Cedar Rapids, IA
Traffic Transportation Coordinator 2019 – 2019
As a member of the Cedar Rapids Distribution Center team my key role was Traffic Transportation Coordinator. I supported a variety of programs including military and commercial shipping. My role involved the processing of both domestic and international shipments. Close attention to detail was required as each shipment entailed a different level of knowledge and security. I used different portals for different customers that had different requirements for shipping. I processed incoming parts or equipment from the service center that were completed and ready for shipment. I gained knowledge on picking order of finished good purchase orders to be sent to shipping.
• SAP
• Flag Ship
• Collins Hot List
• DMCA SIR Portal
• Ryder
• TMS Portal
• CAVS
• COMSEC
COLLINS AEROSPACE, Cedar Rapids, IA
Customer Service Technician/Sr. Customer Order Administrator 2018 – 2019 As a member of the Collins Service center team, I played a key role as a Customer Service Technician
(Sr. Customer Order Administrator under legacy Rockwell Collins). I supported a variety of products including ARC-210 and other communication equipment with responsibilities ranging from processing received equipment to pulling repair status data for reporting and processing completed units for shipment to the customer. My role required an in-depth knowledge of Collins data tool sets and the versatility to provide backup for fellow team members. Participating in team efforts to review processes in order to improve efficiency and reduce overall processing time. I was routinely tasked with gathering and analyzing equipment repair data to generate Teco reports, Shipped addresses, and work in process status. Collins tools frequently used include the following:
• SAP, frequently using t-codes IW52, IW53, YQCUID, VL02N, VA02, DP91, and VK13
• WAWF
• Analyzer
• Business Intelligence
• RECAP
MERCY NORTH LIBERTY, North Liberty, IA
Patient Service Coordinator 2017 - 2018
As Patient Service Coordinator I performed a variety of duties including checking patients in and out; providing initial insurance processing and patient co-pays; coordinating appointments - both scheduling and providing reminder calls; and front desk reception and telephone support.
• EPIC Software
BRIGHT STAR HOME HEALTH, Madison, WI
In Home Caretaker / Nursing Aid 2010 - 2016
As a Home Caretaker / Nursing Aid with Bright Star Home Health I provided in-home client clinical related support. My duties included assisting with cooking, cleaning and laundry. I provided transportation taking clients to and from appointments and on errands. My other duties included ensuring medicines were taken properly, bathing clients, companionship, as well as, walking their dog. In this position I assisted the client with everything needed to conduct their activities of daily living. EDUCATION
Bachelor of Science, Edgewood College, Madison, WI (2017) Studies focused on Education and Psychology
High School Diploma, Verona Area High School, Verona, WI (2009) Youth Apprenticeship Program – obtained Certified Nursing Assistant License PROFESSIONAL DEVELOPMENT
UID Training
Delivery without Reference Training
Mentorship with Pr. ILS Manager
CCI Training
Power BI training
Production Records
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