Customer Care Representative

Teena Justice Cameron

**** ******** ****** *******, ** 27330

Telephone 919-***-****

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

EXPERIENCE

Zurn Elkay Water Solutions Sanford, NC

Customer Care Representative, Finish Plumbing Group August 2022 – July 2025

The Customer Care Representative is the primary interface between the customer and Zurn Elkay, a leading, international supplier of plumbing and water delivery solutions. My team’s main goal was to provide world-class service and ensure customer needs are addressed using a customer experience approach that strives to be personal, effortless and exceptional. My position partnered closely with internal teams such as Sales, Planning, Logistics, Sales Operations, and our Plants/Distribution Centers to support our customers.

I actively managed customer orders, working and interacting with multiple intercompany departments. I provided a vast array of information and assistance to our customers including product features and benefits, inventory availability, order changes, order status, and shipping details. I identified, investigated and researched user questions and problems as well as assisted callers and email requests with products or services by answering questions and solving problems involved in their use. I answered inbound calls, emails, and web inquiries using the first-contact resolution process while maintaining department quality.

Additionally, I documented all customer interactions and conversations in the appropriate systems and updated pertinent information into the orders’ notes. I maintained an in-depth knowledge of our products, both existing and new. I provided proactive solution-based support and product recommendations using basic upsell and cross-sell techniques to provide product and service alternatives when needed. I performed detailed research into returns, replacements, short-shipments, etc. to accurately process credits/debits for customer accounts within required timeframe.

Our 5-person team handled 100+ calls per day and 80+ emails per day to settle 130+ cases, while maintaining low dropped call numbers that average 3 a day.

Sacramento Memorial Lawn Sacramento, CA

Front Desk Receptionist June 2020 – May 2021

I relocated to Sacramento California in April 2020 during the pandemic. At Sacramento Memorial Lawn I was the front desk receptionist. I managed a multiple line phone system and routed the calls to the correct employee, serving 15 employees in this way. I greeted the public handling all walk- ins as well as customers with appointments. I served our guests water, coffee or tea to comfort our grieving customers as they waited for the funeral or cemetery attendant. I also took first calls which are when a grieving family member just realized their loved one has passed away and they call the funeral home for help and guidance. Additionally, I managed the daily funeral and cemetery schedules including the meetings scheduled by the family service providers. I incorporated 3 white boards holding the various schedules onto an excel spread sheet which I used to conduct the daily morning team meetings. I greeted the florists and various deliveries and directed them to the proper locations. I maintained a clean organized entrance, lobby and 4 meeting rooms including maintaining the restrooms for our guests. I helped our families locate their loved ones in the cemetery by looking up their individual information cards and creating a map for them to find their grave site.

Home Instead Senior Care Raleigh, NC

Senior Care Provider 2017-April 2020

While at Home Instead I was a companion and home helper for several clients. I provided meal preparation, medication reminders, grocery shopping and errands, transportation to appointments and to the pharmacy, light housekeeping, socializing. I provided personal services such as bathing, dressing, incontinence care/toileting, mobility assistance. I kept the family informed of any changes or challenges with daily documentation and communication. I cared for clients with Alzheimer’s and Dementia managing behaviors, encouraging socialization and engagement, assisting with activities of daily living while keeping clients safe. I also provided Hospice support for the family including respite for family care givers.

Self Employed Garner, NC

Senior and Infant Care Provider 2002-2017

While homeschooling my two children I was self-employed as a senior care provider. I am experienced with accommodating to the client’s mental, physical limitations and age-related challenges. I provided activities of daily living such as dressing, grooming, hygiene/ bathing, toileting, mobility transference, shopping, cooking, eating, light housekeeping services, laundry services and transportation to a variety of appointments, personal care and medication reminders to ensure my client was safe, happy, healthy, well cared for and loved. Additionally, I cared for two infants in my home. I was a qualified and committed care provider since I love kids and interacted well with them. I offered a wide range of age-appropriate toys and activities while providing a nurturing atmosphere and friendly environment. I was flexible for the parent’s needs and followed their individual requests.

First Citizens Bank of NC Raleigh, NC

Customer Service Representative 1987-2001

I worked in the bank’s operations center in the research department and telephone banking. In the research department I supported over 200 FCB NC branch customer service representatives by answering their phone calls solving individual customer account issues by providing printed documents. I looked up deposits, checks and bank statements and provided copies to the branches and customers as requested.

In the Telephone Banking Department, I answered a large number of incoming calls directly from customers usually 80-100 calls daily; helping the customers solve a variety of personal banking issues such as account balances, debits, credits, and fees helping solve the customer issues such as balancing their accounts and helping them understand large debits are subtracted first. I helped maintained customer satisfaction and showed loyalty to our customers.

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