Customer Service & Administrative Professional Resume

Terri L. Smith C: 949-***-****

Customer service Administration E: ********@*****.***

Summary

Customer Service • Customer Relationship Management • Administrative Support • Office Management

Results Driven - Accomplished, results oriented professional with extensive experience in customer service management,

customer support administration, customer escalation / resolution, sales support and office administration

Dedicated - Unwavering commitment for delivering the highest level of customer service by offering uncompromising

quality and value, while achieving operational excellence

PROFILE

Customer Service & Administrative Professional with 10+ years of experience delivering exceptional service across customer support, order management, and administrative operations. Proven ability to handle high call volumes, resolve escalations efficiently, and maintain 95%+ customer satisfaction. Recognized for strong attention to detail, team collaboration, and process improvement in fast-paced environments. Skilled in CRM systems, scheduling, data accuracy, and client relationship management.

CORE COMPETENCIES

Customer Relationship Management Escalation Resolution Service Operations Order Processing Team Collaboration Sales Support Scheduling & Coordination Data Entry Accuracy Communication & Problem Solving

PROFESSIONAL EXPERIENCE

HD SUPPLY – Santee, CA

Customer Service Associate – Special Services / Warranty 2025 – Present

Handle 40+ customer interactions daily across phone, email, and chat channels with 98% satisfaction rate.

Resolve warranty and order issues within 24–48 hours, reducing open cases by 20%.

Collaborate with logistics and sales to ensure accurate and timely order fulfillment.

WATER TECHNIQUES – Santa Ana, CA

Customer Service Representative 2024

Managed 35+ inbound calls per day, scheduling technicians and coordinating service delivery.

Resolved service issues within 24 hours on average, maintaining 95% satisfaction rating.

Implemented new scheduling tracker to improve service prioritization and reduce technician delays by 15%.

EASTRIDGE WORKFORCE SOLUTIONS – Irvine, CA

Customer Relationship Representative – Property Management 2023

Provided support to 200+ residents at Irvine Company properties, managing move-ins and lease processes.

Processed 100+ resident applications, insurance, and documentation with 100% accuracy.

Maintained resident satisfaction through proactive communication and timely problem resolution.

HD SUPPLY – Santee, CA

Customer Service Associate 2022

Responds effectively to customer order and quotation requests via the telephone, e-mail, written, and facsimile

Performs immediate and necessary follow-up to ensure customer service expectations are met.

Provides complete product overview and differentiation, increasing sales wherever appropriate or as requested.

AUTORELOCATIONPLUS – Tustin, CA

Customer Service Representative 2021

Coordinated vehicle shipments across 45 U.S. states, ensuring on-time pickup and delivery.

Managed customer accounts, documentation, and communication from initial order to completion.

Maintained 98% order accuracy rate while handling 30–40 customer cases daily.

PINE ENVIRONMENTAL SERVICES – Irvine, CA

Customer Service Representative 2020 – 2021

Generated rental quotes and coordinated delivery logistics for environmental testing equipment.

Achieved 98% on-time delivery and order accuracy through proactive communication and follow-up.

Improved CRM data entry process, reducing duplicate records and errors by 25%.

EARLIER EXPERIENCE

Sales Administration – Student Loan Representative - First Fidelity Services, Inc. 2018 – 2019

Sales & Customer Service Administrator – Main Street Marketing & Lead Services 2014 – 2017

Residential Property Management Specialist – LG Properties, Inc., Costa Mesa, CA 2010 – 2014

Customer Support Administrator – NH Research, Inc., Irvine, CA 2004 – 2009

Highlights: Supported customers and internal teams across sales, property management, and marketing environments. Handled order entry, tenant communication, and customer inquiries while maintaining accuracy and professionalism.

EDUCATION

Edison High School – Huntington Beach, CA 1981

Coursework: Business / Computer Science

TECHNICAL & SERVICE SKILLS

CRM Systems (Salesforce, Zoho, OneSite, ACT, etc.) Microsoft Office Suite (Word, Excel, Outlook, PowerPoint) Order Management Systems Scheduling & Dispatch Call Center Platforms Customer Escalation Management Team Collaboration & Communication

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