Customer Service Representative

ROBIN L. DARBY

Hamilton, New Jersey *****-****

C: 609-***-****

***********@*****.***

PROFESSIONAL STATEMENT:

Experienced Customer Service Representative motivated to maintain customer satisfaction and contribute to organization’s success. Reliable and driven with strong time management and prioritization skills. Provide continuous learning to associates so that contact center maintains smooth business flow. Initiate and work closely with telecommuting groups so that business communication is clear and deliverables are met.

CORE SKILLS: Training and Development WebEx Google Hangouts Skype MS Office Suite Outlook, SAP, Siebel, AS400, MARC

EXPERIENCE:

Johnson & Johnson Health Care Systems, Inc., Piscataway, NJ 1986 – 2018

Customer Service Associate / Telecommuting

Respond to incoming calls promptly and courteously while providing sound knowledge base regarding accurate information related to Company’s Medical Device products.

Ensure all telecommuting equipment in good working order for successful deliverables.

Developed thorough knowledge base of all product lines and policies around devices.

Answer inquiries of >90 calls per day regarding product inquiry and order systems.

Place orders within (order management) SAP System via EDI, phone, fax, email requests and verbal orders and inquiries.

Deliver solutions to complex situations to the SAP system for order management.

Communicate with various management and working partners to ensure customer’s needs and requirements are within guidelines of product details and contract planning such as minimum order requirements and pricing.

Awarded in 2015 and 2016 with Encore Awards: Shape, Lead, Deliver, Connect

Follow the Standards of Leadership Qualities with Customer Marketplace Focus, Innovation, Complexity & Change and Interdependent Partnering as part of Company’s overall goals and objectives by delivering the following:

Conduct six week training classes for Customer Contact Center new hires

Develop and update procedure manual for use within call center

Connect with new hires by providing learning techniques for successful daily operation

Work closely with all partners on new SAP developments for order management systems

Communicate all and any new developments regarding product and or customer base to management and department partners

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