Remote Customer Service Specialist with Ops Experience

MARCIA EDWARDS

647-***-**** ******.**********@*****.***

SUMMARY

Experienced operations and customer service professional with a diverse background in executive and leadership level support in office, warehouse, and corporate contact centre environments. A reliable and accountable team member with proven ability to adapt, learn quickly, and manage multiple competing tasks in a fast-paced environment.

RELEVANT SKILLS

OPERATIONS & LEADERSHIP SUPPORT

Formulated efficient filing systems for easy access to vendor information

Managed client and customer records, inventory, and material control

Completed weekly project reporting

CUSTOMER SERVICE & DATA ENTRY

Managed incoming customer inquiries via email, direct and multi-line phone systems

Updated customer information and files as per requests and business needs using company-specific CRM platforms

Employed empathy, problem-solving, and workflow management in order to resolve customer and client concerns

ADMINISTRATIVE

Entered, organized, and maintained customer and client records and correspondence using CRM tools, Microsoft Word, Excel, PowerPoint, Outlook, and Publisher with company-specific experience using SAP, Transaver, Citrix, SharePoint, ADP, and CTS

ACCOUNTS PAYABLE

Coordinated purchase orders with invoices, coded and entered invoices into ERP and SAP systems

Processed payment in addition to monthly and annual fiscal closings.

PROFESSIONAL EXPERIENCE

Customer Care Representative Agilec - Corporate Head Office, Oshawa, ON 2013 - 2022

Provided front-line resolution for Agilec multi-level customers in a professional and friendly manner utilizing reasoning and problem-solving skills

Coordinated scheduling for WSIB referrals using advanced knowledge of MS Office (Word, Excel, and Outlook) to complete assigned steps of the process

Answered multi-line, automatic call distributor telephone system, communicated with callers, determined most appropriate team/department/team member, and transferred calls accordingly

Completed surveys and client contacts in a secure and electronic environment meeting highly confidential and strict project parameters

Updated client information ensuring accuracy and data integrity for multiple programs and projects following unique program and reporting requirements

Consulted with VP of Quality Assurance and other key departments to resolve escalated concerns

General Warehouse Associate Home Depot Distribution, Vaughn, ON 2012 - 2013

Attended to various processes including receiving order selection and processing, palletizing, lift truck operations, and loading of products as per the ‘Standard Operating Procedures’

Liaised and monitored customer/vendor relationships - ensured professionalism in interactions

Communicated regularly with shipping dock to follow-up on out-bound shipments

Performed prompt service which produced accuracy and efficiency of documentation

Education and Training

Office Administration CDI College

Workplace Training and Certificates: Dealing with Difficult People, Personality Dimensions, Service Excellence Certificate, Anti-Black Racism, Personal Pronouns, WHMIS

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