Customer Service Call Center

Laura Frye – *********@*****.*** – 805-***-**** – North Las Vegas NV 89081

Summary:

Laura is a skilled professional with over six years of invaluable experience in the realm of customer service. During her tenure at Grainger, she excelled in efficiently handling inbound calls from a diverse range of customers, both new and existing. Her responsibilities spanned managing purchases, account adjustments, and returns, all while fielding an impressive average of 100 calls daily. She demonstrated proficiency in navigating complex CRM systems and SAP, ensuring seamless order processing and effective inventory management. Moreover, she adeptly handled customer inquiries using Microsoft Word, and Teams, especially MS Outlook for communication, and MS Excel for precise data organization. She is based in Nevada and is available to join immediately.

Skill Matrix:

Skills

No of years used

Last used in

Organization

Customer Service

6+ Years

2024

Grainger

Order Processing

6+ Years

2024

Grainger

MS Word, Excel, Outlook & Teams

6+ Years

2024

Grainger

SAP, CRM

6+ Years

2024

Grainger/Ecolab

Education:

Associate's Degree in Arts and Sciences, Charter College - Oxnard, CA July 2012

Skills:

Microsoft Office Suite

One Note

SAP/SOE

CRM

Sales Force Lightning

MS Teams

Group Chat

Conference calls

Professional Experience:

Reason for the gap: Due to medical emergency in the family, gap in employment from 11/2023-5/2024

Customer Service Representative

SpectraForce Temp Agency for Ecolab Water Purity System – Remote Work From Home, Mesa, AZ

Answer calls for customer orders and service requests.

Submit Service requests and research customer orders, products and and history via CRM.

Respond to customer email order requests and forward emails to Sales Representatives that need processing.

Utilize Power Apps to update customer information via CRM and Excel.

Email orders and service requests to the Scheduling Team.

Seller Support Specialist – Remote Work From Home, Mesa AZ

Grainger, Tempe, AZ March 2020 to November 2023

Assisted all Sellers with Customer Account information maintenance and secure changes.

Provided account-level tracking returns and replacement, kit assemblies.

Updated Seller Team with stick checks, quotes, and new orders and expedited urgent orders.

Managed customer interactions and account information efficiently through CRM systems.

Utilized SAP for streamlined order processing and inventory management, ensuring seamless customer experiences and operational efficiency.

Utilized MS Outlook to support Customer/Client queries and for organizational communication.

Utilized MS Excel to store customer/client data.

Utilized MS Teams to interact with the team.

Managed order processing tasks including tracking returns, replacements, and expediting urgent orders, ensuring timely and accurate fulfillment for sellers and customers.

Handled 40-50 calls daily.

Customer Service October 2018 to March 2020

Grainger - Tempe, AZ

Answered inbound calls for new customers and account customers, assisted with purchases for shipping or pick up, and transferred to support agents to assist in correct item purchases and troubleshooting.

Assisted account customers with creating new accounts, account changes, and requirements for access to accounts.

Processed returns, and warranty replacements, tracked shipments, and assisted with lost or missing items, invoicing updates, copies, or any discrepancies.

Managed customer interactions and account information efficiently through CRM systems

Utilized SAP for streamlined order processing and inventory management, ensuring seamless customer experiences and operational efficiency.

Handled 100 calls on average.

Utilized MS Outlook to support Customer/Client queries and for organizational communication.

Utilized MS Excel to store customer/client data.

Utilized MS Teams to interact with the team.

Managed order processing tasks including tracking returns, replacements, and expediting urgent orders, ensuring timely and accurate fulfillment for sellers and customers.

Team Lead January 2017 to October 2018

Logisticare - Tempe, AZ

Quality Assurance – Reviewing, editing, and communicating member complaints with Health Plans and contracted vendors regarding transportation issues. This includes all levels of complaints and faxing and emailing contracted vendors to begin the resolution of issues for transportation.

Routing Lead – Assigned qualified Transportation Providers for member transportation to approved medical treatment.

Led a team of assistant routers, approving costs for transportation, troubleshooting issues, and providing support for the team.

Scheduled non-emergency medical transportation for different and troubleshooting problems with scheduled transportation to assist with helping members return home from appointments.

Communicated effectively with assigned team and internal customers, including coaching and knowledge-based answers. Also assisted with taking escalated calls to support customer service representatives, members, and transportation providers.

Job Coach – Provided knowledge-based support for my team and provided hands-on training to new employees to ensure accuracy and effectiveness while assisting members. Taking escalated calls and communicating with the member and the transportation to get the member transported as quickly as possible.

Customer Service Representative September 2016 to December 2016

Ajilon Professional Service - Consumer Cellular - Tempe, AZ

Worked as a customer service representative in a call center. Technical support and sales were also part of the job duties, as well as meeting metrics and customer satisfaction levels.

Manufacturing and Logistics March 2016 to August 2016

Randstad Staffing Manufacturing & Logistics - DB Schenker/Intel - Chandler, AZ

Worked in shipping for a major computer production company, and a material fabrication company as a picker, sorter, packer, and shipper of customer orders.

Shipping Coordinator October 2014 to November 2015

Aluminum Precision Products - Oxnard, CA

Responsible for the certification and shipping of die-forged/Stamped metal alloys for different uses per each customer's need. Created purchase orders for each vendor process necessary to certify the minimum production requirement and authorized the payment for the following invoices from finalized purchased orders.

Kept track of the production process of each customer order to maintain appropriate shipping, including certifying metal orders to customer requirements to maintain shipping inventory.

Coordinated with our customer service department and the customer to ship each order on time, with the required carrier chosen by the customer. Coordinated multiple shipments to customers, if necessary, completed shipping packets, and shipped within the computer system to create traceability for all shipments.

Communicated with vendors, customers, and internal customers/employees to coordinate shipments.

Event Coordinator May 2014 to October 2014

In The Mix Events - Oxnard, CA

Transported and set up photo booth equipment to and from customer events, such as parties, reunions, and more entertainment events to ensure guests were having an enjoyable and memorable time.

Changed film packs and color ink cartridges for the printing of the photos, troubleshooting, and issues with the computer or camera setup.

Maintained all props that went with the photo booth and kept them on a nice display for the next guest to use. If a guest book is ordered, ensure that all guests sign the book and leave a photo for the host. Backed up and saved all photos for the company.

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