Customer Service Representative

Executive Summary

Devoted Client Service Representative dedicated to providing quality care for ultimate customer satisfaction. Proven ability to establish and maintain excellent communication and relationships with clients. Dedicated to identifying customer needs and delivering effective solutions. Excellent time management skills combined with superior knowledge of customer service industry. A metric driven individual, with drive and desire to learn new skills, who is ready for your team.

Skills

Organizational and Management Skills

Ability to work in a metric driven environment

Ability to prioritize and manager projects from conception to completion

Strong analytical skills, and detailed oriented

Possess a high level of initiative, drive and desire to learn new skills and information

Exceptional interpersonal skills, communication and sales skills

Education Experience

Bachelor of Arts in Communications - Winston Salem State University 2001

Professional Experiences

Business Development Consultant, Cogent Analytics, (6/10/23-Present) Greensboro NC

Engage business owners to set first point of contact for Regional VP of Sales.

Manage client relationships and schedule appropriate follow-up with the C Suite.

Supported sales with calendar coordination and call documentation.

Exhibit a professional attitude in dealing with clients and team members.

Excel and meet daily and weekly matrix.

Conducted high-volume cold calls, securing monthly appointments.

Maintain clear records in CRM system to effectively drive performance.

Sales Ops Specialist, PepsiCo (10/2022-5/2023) Winston Salem, NC

Accurately processed customer orders via Electronic Data Interchange (EDI), eFax, and email with a strong emphasis on data accuracy and load optimization.

Coordinated and scheduled dock appointments, ensuring compliance with pallet configuration requirements.

Maintained and updated customer databases; proactively communicate order status, product availability, backorders, delivery timelines, and schedule changes.

Resolved customer inquiries and complaints through timely follow-ups, providing clear communication and cross-functional coordination.

Investigated and compiled information related to customer appeals and complaints, ensuring resolution in alignment with company policies.

Demonstrated initiative and strong interpersonal skills to foster collaboration, ensured process alignment, and supported team efficiency.

Communicated with customers to obtain and deliver claim-related information, while ensuring a high standard of customer service.

Inspected returned or damaged products to assess condition and determine eligibility based on policy guidelines.

Ecommerce Specialist, PepsiCo (8/2017-10/2022) Winston Salem, NC

Provided prompt and accurate B2B client support via web, phone, fax, and email, ensuring high service standards across all communication channels.

Enhanced customer satisfaction and loyalty through proactive problem-solving, active listening, and personalized support solutions.

Delivered feedback to internal teams and stakeholders to optimize workflows, improved the B2B client journey, and strengthen long-term retention strategies.

Managed and resolved a wide range of B2B service issues through effective coordination with internal departments, clients, and field partners.

Developed and executed targeted digital campaigns to drive online sales growth and strengthen key account engagement.

Leveraged analytics tools to monitor B2B website traffic, customer behavior, and order trends to inform strategic improvements.

Conducted strategic product sourcing based on client requisitions, ensuring supply chain alignment with B2B purchasing needs.

Navigated and integrated multiple platforms (e.g., ERP, CRM, and eCommerce systems) to streamline order processing, inventory management, and client communication.

Human Resource Assistant, Wannitas Findley Market (3/2015- 3/2019) Greensboro NC

Supported the implementation and administration of HR policies, procedures, and processes to ensure organizational compliance and efficiency.

Coordinated recruitment activities, including interview scheduling, conducting reference checks, processing background screenings, and tracking onboarding progress for 26 new hires.

Prepared and distributed weekly HR communications and updates to internal staff to ensure alignment and awareness of company initiatives.

Maintained the confidentiality and security of employee and client personal information in compliance with data protection regulations.

Facilitated employee training sessions and assigned delivery routes, supporting onboarding and operational efficiency.

Identified client needs and collaborated with relevant departments to adjust product offerings and enhance service delivery.

Assisted with forecasting product demand and sales projections to support workforce planning and resource allocation.

Maintained accurate system records and performed regular audits to ensure data integrity across HR and operational platforms.

Updated and organized employee files, ensuring accuracy and completeness in accordance with company standards and HR best practices.

Customer Service Representative, PepsiCo (8/24/2015-8/2017) Winston Salem, NC

Handled 70–100 inbound and outbound B2B calls daily, delivering prompt, solution-oriented service to support client needs and build long-term relationships.

Provided high-level customer service while accurately updating client accounts, entering order details, and managing complex transactions.

Acted as a Subject Matter Expert (SME) on product offerings and promotions, effectively positioning solutions to meet specific client requirements.

Supported annual revenue and profitability goals by driving product volume, nurturing key accounts, and identifying upselling opportunities.

Applied active listening skills to understand business challenges, responded efficiently, and provided tailored product recommendations.

Collaborated with cross-functional teams including sales, logistics, and customer support to ensure consistent and high-quality service across all client interactions.

Monitored and communicated emerging client trends to leadership, contributing insights and innovative solutions to enhance the B2B customer experience and strengthen partnerships.

Instructor, Forsyth Technical Community College (12/ 11- 5/2022) Winston Salem, NC

Assessed and adapted to diverse student learning styles to foster a productive and supportive classroom environment.

Delivered comprehensive instruction across multiple subject areas, ensuring engagement and academic growth.

Maintained meticulous, timely documentation in alignment with legal, district, and administrative standards.

Designed and implemented clear instructional objectives to align with curriculum benchmarks and drive student achievement.

Employed a variety of effective teaching strategies to enhance learning outcomes.

Engaged in ongoing professional development and contribute to team-based staff training initiatives.

Managed multiple responsibilities efficiently, meeting strict deadlines and educational goals.

Qualified Professional, Community Resource Solutions (8/09-10/2011) Winston Salem, NC

Provided assistance to at risk individuals with mental illness, and substance abuse issues.

Offered assistance with symptom reduction through level to function independently.

Monitored for progress and lack of progress through observations and documentations.

Utilize discretion and implement sound judgement when aiding in resolution on behalf on consumers.

Investigate and consult with authorities, medical advisors to retrieve vital information regarding clients to aid in making sound decisions regarding placement and proper treatment.

Assured quality and timelines of all documentation.

Developed and implemented Person-Centered Plans.

Researched facilities, along with physicians to refer and link individuals’ to treatment groups, and centers.

interventions through psycho-education.

Aided consumer by providing alternative resolutions to their issues.

Increased coping skills and achievement of the highest .

Associate Professional, Vision Behavioral Health Services, (8/06- 9/09) Kernersville, NC

Provided assistance to at risk individuals with mental illness, and substance abuse issues.

Demonstrate compassion; implement integrity, while providing impeccable services.

Offered assistance with symptom reduction through interventions through psycho-education.

Aided consumer by providing alternative resolutions to their issues.

Increased coping skills and achievement of the highest level to function independently.

Monitored for progress and lack of progress through observations and documentations.

Assured quality and timelines of all documentation.

Developed and implemented Person-Centered Plans.

Referred and linked individuals’ to treatment groups, and centers.

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