Customer Service Representative

Catherine Vanpelt

****************@*****.*** / 757-***-**** / 1901 Coleman Rd, Binghamton, New York Summary

Friendly and analytical Customer Representative with 13 years of customer service, 5 years of management and 3 years of experience handling technical and non-technical customer calls in large and small call center environments. Able to consistently exceed KPIs by using custom and pre-defined call scripts. Excellent interpersonal skills and a trained expert in conflict management. Tech-savvy, with the aptitude to ramp up on new systems and processes quickly. Experience

Customer Service Representative

Cleaner Supply • Conklin, New York

04/2018 - 04/2020

Handle 200-300 inbound calls per week, answering customer inquiries and resolving issues. Typing 45-50 wpm.

Second person to receive employee of the month ever. Trained and mentored 10 new employees on conflict resolution, and Zendesk CRM Made 15 outbound calls per day to follow up with customers on order resolutions. Payment processing, Including returns, and checking inventory. Process orders. Reshiping orders, send orders exspress. Sign up new customers.

Send magazine subscriptions via mail.

Plan parties, and events.

Reasearching products.

Customer Service Representative

Spectrum • vestal, ny

04/2020 - 12/2020

Handle 500-600 inbound calls per week, answering customer inquiries and resolving issues. Typing 45-50 wpm

I was in the top 100 out of four call centers three times. Payment processing, Including returns, and checking inventory. Process orders. Reshiping orders, sending orders exspress. Billing, credits, amounts due.

Redirecting calls, When resolving an issue.

Transfering calls.

Having difficult conversations.

Resolve technical issues using knowledge of products and expanded resources. Sales, upsell.

Using a dual system with double monitors.

Providing information of ups, and fedex. Tracking, shipping, delivery status, and who signed for it. Supervisor/Team Leader

CVS Pharmacy • Binghamton, New York

07/2008 - 04/2015

Hire, onboard and train new employees, including instructing on cashier/floor duties, customer service standards and operations.

Only employee to receive employee of the month ever, for working through the flood of 2011. Started as a cashier then worked int eh photo department, then worked in the pharmacy, then became a supervisor of all departments.

Open and closed the store.

Payroll, time cards, vacation,sick time.

Cash handeling, make change counting all drawers usually 5 and making the deposits. Create weekly schedules based on predicted staffing needs, budget and employee requests Assisted General Manager with weekly schedule, adjusting for employee requests, expected customer traffic and budget

Managed up to 5 employees during fast-paced shifts, delegating responsibilities to ensure customer satisfaction Complete monthly inventory, identifying over/understocking to improve ordering for next quarter Conducted weekly meetings to communicate issues and weekly goals, answering and resolving employee questions or concerns

Routinely inspect company property and equipment, creating repair tickets as needed to ensure a comfortable and safe space for employees and guests

Answer phone calls, sit customers, and serve guest during busy shifts Manager

SAS Retail Services • Binghamton, New York

03/2015 - 10/2015

Manage a team of 7

payroll, time sheets.

Employee weekly/monthly evealuations

Reset shelving units.

Cut in new products

clean and dust shelvs

Respond to customer inquiries quickly via phone, email, or in-person Greet all customers with a warm, friendly welcome

Work with design team on bulk order placement

Increase sales by implementing new tracking and delivery programs Predicted seasonal trends to strategically display merchandise to attract the most foot traffic Supervise in-store displays and train 7 staff of design techniques Strategically organize displays to encourage sales, generating revenue increase. Create innovative displays for retail floors every season Report to GM,

Weekly confrence calls

Merchandiser

Imperial Distributors • Binghamton, New York

10/2015 - 10/2017

Respond to customer inquiries quickly via phone, email, or in-person Greet all customers with a warm, friendly welcome

Clean up minor spills quickly and safely

Assist customers in finding specific grocery items Prepare merchandise for shipment

Maintain records of all shiptments

Ensure packing labels are clear and correct

Contact vendors to swiftly resolve issues, including damaged products in receiving Inspect all incoming shipments

Maintain inventory records and reorder supplies as needed Buy and sell accuracy

clean shelving units and products

Owner and Photographer

CH Images • Binghamton, New York

01/2013 - Present

Edit high-volume of photographs daily, ensuring top quality of each individual image Set up lighting and equipment strategically and efficiently to obtain highest quality images without impeding event

Maintain active social media and blog presence to promote personal brand and uphold excellent customer service standards

Photograph weddings, graduations and special events using both DSLR and 35mm cameras Artistically arrange props and lighting to create aesthetically pleasing photos Ensured quality of all images, editing in Photoshop and approving with client to appropriately document important events

Edit shots in Photoshop, including airbrushing blemishes, whitening teeth and adjusting contrast Offer full-scale photography services for special events (weddings, graduations, etc.) including both portrait and candid photographs

Maintained top customer services standards and professionalism, achieving recommendations and referrals from all customers

Shopper and Delivery Driver

Instacart, Doordash, Uber • Binghamton, New York

10/2019 - Present

Greet all passengers with warm, friendly attitude

Work fast-paced morning commutes

Ensure on-time service

Answer incoming calls within three rings in a positive, warm tone Record driving time for payroll accuracy

Upheld a clean driving record with no accidents on the job Shop and deliver

commuicate all changes and delivery times

Take photo proof of all deliviers

Provide the best customer service

Meet rating and time goals

Skills

Education

communications

SUNY Broome • Binghamton, New York

Languages

Customer service Call center Microsoft office

Customer care Microsoft word Excel

Management WORD Payroll

Typing 45 wpm

English

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