Customer Service Representative

Teresa Tomas

Strategic Customer Service Expert Root-Cause Problem Solver Cross-Functional Liaison Charlotte, NC 704-***-**** *************@*****.*** Professional Summary

Proactive and results-driven Customer Service Representative with 5+ years of experience building lasting client relationships, managing high-pressure escalations, and streamlining order processes. Skilled in cross-department collaboration, process improvement, and resolving complex issues with a focus on customer satisfaction. Adept in SAP, Excel, Power BI, and CRM systems. Known for exceeding KPIs and delivering tailored solutions in dynamic, fast-paced environments.

Professional Experience

Customer Service Representative

Atlas Copco Compressors – Charlotte, NC

June 2021 – March 2025

• Built and maintained relationships with key accounts, collaborating closely with Account Managers to resolve issues quickly and transparently.

• Handled all incoming customer communications and inquiries, from order status to escalations, maintaining a service-first approach.

• Investigated order errors and complaints, identifying root causes and leading continuous improvement initiatives.

• Developed and implemented SOPs for claims and returns to ensure consistency and reduce processing time.

• Collaborated cross-functionally with logistics, warehouse, and sales to coordinate backorders and expedite critical shipments.

• Monitored and reported on KPIs using Excel, SAP, and Power BI; created inventory aging reports to support operations.

• Assisted team with backup support and actively contributed to improvement meetings and team-wide initiatives.

Key Achievements

• Recognized by regional teams for exceptional customer service and responsiveness in high-pressure situations.

• Routinely sought out by cross-functional teams to resolve complex warehousing and ticketing issues when other tools failed.

• Known for persistence in problem-solving, consistently going beyond surface-level troubleshooting to ensure full issue resolution.

• Praised as an irreplaceable resource by internal teams, due to reliability, insight, and high-impact contributions.

• Made a lasting positive impact on external customers through thoughtful and diligent internal service.

• Acted as a critical liaison between order managers and internal departments, consistently improving communication and operations.

• Led process improvements that significantly benefited both customers and internal workflows over several years.

Customer Service Representative

Foundation for the Carolinas – Charlotte, NC

May 2020 – October 2020

• Created detailed procedural manuals for daily activities using Microsoft PowerPoint.

• Provided technology support with a 95% success rate, including troubleshooting system issues.

• Led onboarding and development efforts for new hires, enhancing team capabilities.

• Fielded 150+ calls per week in English and Spanish, building trust with internal and external clients.

Accounts Payable Specialist

City of Charlotte – Charlotte, NC

January 2018 – July 2019

• Streamlined invoice reconciliation through development of Excel-based tracking and analysis tools.

• Audited 300+ invoices daily to ensure compliance with government standards.

• Identified and prevented over 1,000 duplicate invoices through process review and vendor coordination.

• Trained staff on process improvements and reporting tools to enhance efficiency. Accountant

Atrium Health – Charlotte, NC

October 2015 – February 2016

• Prepared journal entries and conducted account reconciliations.

• Monitored financial variances and supported budget development with clinical teams.

• Conducted in-depth financial reviews and variance analysis. Education

Bachelor's Degree, Accounting

Universidad Católica Andrés Bello – Caracas, Venezuela Associate's Degree, International Business

Central Piedmont Community College – Charlotte, NC Certificate, Business Intelligence & Data Analysis Central Piedmont Community College – Charlotte, NC Technical Skills

SAP Excel (Pivot Tables, VLOOKUP, formulas) Power BI Google Suite Microsoft Office CRM Platforms

Languages

English (Fluent) Spanish (Fluent)

Contact this candidate