Customer Service Order Entry

CYNTHIA ROSARIO

Belleville, NJ ***** 862-***-**** *******.*******@*******.***

PROFESSIONAL SUMMARY

Twenty-five years in Data Entry Customer Service / Call Center Order Entry Numerical Sales Force (Software) SharePoint, Netscape Navigator, Proprietary systems, Microsoft Office, Excel, PowerPoint Sage (Order Entry Software) doc link Multi-Screen/Laptop use

Experienced with verifying and processing passport applications efficiently. Utilizes strong organizational skills to handle high volumes of documentation with precision. Knowledge of regulatory compliance ensures accurate and timely issuance of passports.

WORK HISTORY

Order Entry/Customer Service Specialist, 11/2024 - 01/2025 Debel Food Products LLC – Newark, NJ

• Entering orders into the computer system correctly and on a timely basis

• Pricing and confirming all entered back to customers on a timely basis

• Updating customers on all shortages/changes to their purchase orders

• Uploading signed bill of ladings into Doc Link on a timely basis Customer Service Specialist, 12/2023 - 06/2024

David Yurman (Jewelry) – Lyndhurst, NJ

• Utilizing salesforce to record all transactions including customer correspondence, various dashboards, answering incoming calls via ACD call center system

• Managed high call volume while maintaining a courteous and professional demeanor.

• Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.

• Enhanced customer satisfaction by resolving issues promptly and professionally.

• Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.

• Collaborated with team members to create effective strategies for improving overall customer experience. Order Processing and Billing Clerk, 04/2023 - 12/2023 Magnetic Ticketing and Label Inc. – Belleville, NJ

• Compile a daily list of pallets for pick-up by Freight company

• Exposure to E-commerce

• Enter orders received from United Airlines, and Southwest Airlines requesting bulk shipments of baggage tags, and all boarding supplies

• Invoice all fulfilled shipments

• Maintain the database as to inventory

• Complete sort and file all paperwork received neatly and concisely

• Other office related duties

Order Entry/ Invoice Processing, 03/2022 - 04/2023 Paris Gourmet – Moonachie, NJ

• Data Entry including numerical entry of up to 70 orders per day, scanning completed sales orders into system

• Changing file names via data entry

Passport Processing Officer, 11/2020 - 11/2021

VFS Global – New York, NY

• Assisted applicants in resolving issues with their applications, ensuring timely and accurate passport issuance.

• Provided excellent customer service, addressing applicant inquiries and concerns promptly and professionally.

• Handled escalated customer complaints with professionalism and empathy, resolving issues in a satisfactory manner for both parties.

• Oriented applicants on required documentation needed for successful application completion; resulted in fewer rejections due to missing paperwork.

• Expedited emergency passports by prioritizing requests for travelers facing urgent situations or humanitarian crises.

• Managed case files effectively, maintaining accurate records while also safeguarding the privacy of applicants'' personal information.

• Reduced processing errors by conducting thorough reviews of passport applications and supporting documents.

• Managed on average 60 Fed Ex, DHL, UPS parcels per shift in a timely fashion

• Alternated with front desk personnel to perform face to face interviews with clients seeking assistance HIPAA Appeals Complaints Associate, 10/2019 - 10/2020 Horizon Blue Cross Blue Shield of New – Newark, NJ

• Screening all Personal information received in customer portal for changes to current Health Proxy information

• Exposure to Health Care, including pharmaceutical knowledge

• Manual data entry of member information

• Utilizing dual monitors so as to function accurately and decisively

• Daily task by attending to que on work that needed completion, research accounts, and data analysis forms sent in by existing members

• Processing personal information on member's containing change of care, including sending denial and approval letters, based on each individual case

• Make any changes, updates, or modifications to members' accounts

• Assist in any other department as needed

Call Center - Technical Support Resolution, 06/2018 - 09/2019 Optimum – Newark, NJ

• Received up to 60-80 inbound calls from customers regarding cable, telephone, and internet issues in a call center per shift

• Engaged end-users and answered questions via email, phone, live chat, and in forums

• Demonstrated professionalism and courtesy with customers while working to resolve complaints

• Resolved issues with systems, opened tickets via remedy ticketing system, researched other areas as per customer requests, or possible payments they wanted to make

• Promoted when applicable, new services, including promotions Data Validation Analyst, 01/2012 - 01/2017

State of New Jersey (D.C.A.) – Newark, NJ

• Scrubbing data, making changes, entering and updating from database to excel spreadsheet

• Reviewed each case via verification, updated to current status, as per instructed, managed file system so management could refer to when needed

• Opened department mail, time-stamped and reviewed critical information, and document sort

• Scanned paperwork, or applications upon client request

• Sent out mailings via hand for distribution to clients regarding program updates and or changes Tier I & Trouble Ticket Analyst, 11/2000 - 08/2012 AT&T Local Services – Dayton, NJ

• Handle inbound calls from customers in a call center, and end-users to troubleshoot, and open trouble tickets

• Effective communication skills utilized during course of calls

• De-escalation strategist

• Arrange for technicians to go to premises, and repair issues with down telephone lines

• Work closely with the vendors on-site to repair and troubleshoot together

• Handle Vendor meets as per customer request

• Update trouble tickets, and log entries, and have tickets closed out within a 24–48-hour turnaround period

• Demonstrate extensive knowledge of equipment issues, and walk customers through steps over the phone EDUCATION

Bookkeeping Certification: 06/1999

College Of Staten Island - Staten Island, NY

High School Diploma: 06/1989

The American School - Chicago, IL

ACCOMPLISHMENTS

• Assisted in file conversion during peak time for the State of New Jersey after Superstorm Sandy.

• Maintained a period of over 45 hours on a weekly shift after the 9/11 crisis in NYC, when working at AT&T call center

SKILLS

Order Entry Numerical Sales Force (Software)

SharePoint Proprietary Systems

Microsoft Office Excel

PowerPoint Sage (Order Entry Software)

Multi-Screen/Laptop use Data entry proficiency

Document verification Cross-cultural communication Problem-solving skills Data monitoring

Call center experience Information gathering

Excellent written and oral communication Data inputting Government policy regulations Data validation

Spreadsheet management Complex Problem-solving

Data processing Data migration

MS office Government regulations

PERSONAL INFORMATION

Total Experience: 35 years in Data Entry, customer service roles. Back office administrative functions and file conversions.

VOLUNTEER WORK

• Approached issues proactively to best meet current and future community needs. INTERESTS

I find my interests in creating graphic arts both for other's and for my own interests', including creating memorials, web designs, arts etc.

REFERENCES

Carlos Esdailes 862-***-****

Anne Ditizio 917-***-****

Mark Hana Mission 862-***-****

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