Customer Service Quality Assurance
Resume:
NIKOLENA VILLANUEVA
CONTACT
******************@*****.***
Brooklyn, Oh 44144
SKILLS
Excellent communication & Interpersonal skills
Teamwork
Attention to detail
Critical thinking
Decision making
Faxing/Filing
Inventory control
Leadership skills
Multi-line telephone
Multitasking
Office equipment
Organization skills
Problem-Solving Abilities
Quality Assurance Controls
Product Organization
Customer Complaint Resolution
Customer Billing/Contact
Order Fulfillment
Complaint Resolution
CRM Software
PROFESSIONAL SUMMARY
Highly skilled Associate Customer Account Representative with expertise in managing orders, expediting shipments, and building strong customer relationships. Possesses excellent communication and interpersonal skills, as well as strong attention to detail and problem-solving abilities. Proficient in CRM software and experienced in inventory control and quality assurance controls. A team player with leadership skills who consistently delivers exceptional customer service.
EXPERIENCE
November 2023 - Present
Associate Customer Account Representative
Cleveland Cliffs, Cleveland, OH
Build strong customer relationships with internal and external customers
Possess a working knowledge of plant processes, product characteristics, and systems requirements necessary for the completion of duties
Manage orders including order entry, forecasting, and pricing
Manage order status and expediting to meet customer requirements
Work closely with account sales to manage assigned customer accounts
Develop knowledge of internal business systems
Complete daily tasks required by the department
July 2022 - November 2023
Customer Service Representative
Barentz, Avon, OH
Receive and handle customer service calls, emails, and faxes professionally and in a timely manner
Process orders accurately and timely, ensuring product, quantity, pricing, and notes are accurate
Follow-up directly with customers as needed
Communicate stock outs and customers' future needs to sales force and materials management
Maintain customer files as required for contacts, shipping requirements, notes, locations, etc
Run daily open order report to ensure all orders have shipped or been released to warehouses
Review bills of lading for accuracy and correct potential issues
Generate invoices
Provide direct support to management and the sales team as needed
Establish relationships with customers to foster trust, reliability, and increased business
Interact with materials management/purchasing to provide the highest level of customer satisfaction
Field customer complaints and work with others to resolve
Process sample orders as required
Support and lead by example, Barentz' culture, values and fundamentals
Participate in ongoing personal development opportunities
Perform other duties as requested
Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service
Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions
November 2020 - July 2022
Customer Service Representative
Palmer Holland, North Olmsted, OH
Work in conjunction with operations, sales and marketing to support and promote a high level of customer service satisfaction in an ISO certified environment
Interact professionally with customers daily via phone, email, fax and in person as needed
Determine, collect and document all information necessary to process customer requests for product shipment
Provide timely acknowledgement and/or confirmation of each order
Manually process Order Delivery record for same-day/urgent shipments as needed and forward to appropriate department
Prepare export paperwork
Communicate with customers, warehouses and freight carriers with regard to expediting sales orders, carrier transit times, warehouse cut off time and late fees
Work with Supply Chain to ensure timely order fulfillment
Develop and maintain permanent customer profile requirements
Perform any other task at the request of management
February 2019 - November 2020
Chief Clerk Finance Assessments/Licenses
City of Cleveland, Cleveland, Ohio
Processed high volume bill source documents for various departments
Quality control of multiple billing and invoices before submission
Provided satisfactory internal/external customer service
Prepared, researched and completed property lien requests
Created, modified and verified property ownership and mailing information Advantage Financial System
Prepared and processed rescinded letters and refunds for customers
June 2018 - February 2019
Administrative Assistant Nephrology
Cleveland Clinic, Cleveland, OH
Managed and prioritized multiple assignments simultaneously and effectively
Composed and prepared a variety of correspondence (reports, forms, presentation materials, messages, etc.) as required
Provided coverage of other areas
Coordinated management functions and assisted in special projects
October 2008 - June 2018
ADM Assistant HR/Plant Operations
Ohio Guidestone, Berea, OH
Performed various duties (sorting, documenting, photocopying, faxing, mailing, organizing filing system and distributing incoming communication data
Interacted daily with line staff, directors and executives to help resolve equipment issues
Operated multi-line telephone system
Purchased office equipment and supplies, performed inventory control, contacted vendors and subcontractors for services and to resolve issues
Create and implemented administrative policies and procedures
Credit card reconciliation report
Manage Verizon account
EDUCATION
January 1998
John Hay
REFERENCES
References available upon request
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