Order Management & Customer Service Specialist

Usen Akpan

********@*****.*** 872-***-**** Chicago, IL

Summary

Order Management and Customer Service Representative with years of expertise in optimizing order accuracy and enhancing customer satisfaction through strategic coordination with cross-functional teams. Adept at utilizing tools like Dynamics 365 and Salesforce to streamline operations and solve complex issues, ensuring timely delivery and compliance with international regulations. Passionate about leveraging analytical skills and innovative problem-solving to drive operational excellence and elevate client experiences. Work Experience

Mediterranean Shipping Company

Export VIP Customer Service Representative Hybrid - Chicago IL Nov 2024 - Present

• Identify root causes of customer issues and apply product knowledge and troubleshooting techniques to develop solutions.

• Manage and coordinate export order entries through various channels, ensuring compliance with international shipping regulations and company policies.

• Address a high volume of customer inquiries via phone and email, consistently providing effective solutions.

• Resolve complex client issues and facilitate escalations in a timely manner. Midland Manufacturing

Order Management/Customer Service Representative Skokie, IL Nov 2023 - Nov 2024

• Took orders from customers via various channels (phone, email, salesforce) and managed order entry with a focus on accuracy and ensured seamless processing and customer satisfaction.

• Addressed customer inquiries and resolved order-related concerns promptly, emphasizing efficient communication and problem-solving.

• Liaised with sales, customer service, and supply chain teams to coordinate order fulfillment and delivery, guaranteeing adherence to customer timelines.

• Inbound and outbound calls communication with customers, email correspondence, and other channels and implemented solutions to customer issues, ensured they were resolved efficiently and effectively. Atlantic Group - Contract Job

Molecular Laboratory Assistant at Charles River Labs Skokie, IL Nov 2022 - Oct 2023

• Diligently adhered to Standard Operating Procedures and Good Laboratory Practices, ensuring compliance with Health and Safety Standards during all laboratory procedures.

• Conducted molecular support tasks, including accurate reagent preparation and thorough documentation, contributing to the laboratory's operational efficiency.

• Managed the reception, labeling, and systematic inventory of laboratory supplies, along with placing orders to maintain stock levels.

• Helped with the setup, execution, and analysis of experiments. LaSalle Network - Contract Job

Molecular Laboratory Assistant at LifeScan Labs Chicago, IL Dec 2021 - Oct 2022

• Managed and organized specimen archive, ensuring efficient tracking and retrieval for laboratory testing.

• Conducted sample processing to assess experiment viability, maintaining high standards of accuracy.

• Maintained laboratory operations by preparing essential reagents and managing inventory to support ongoing research activities.

• Prepared samples for testing, including weighing, mixing, and labeling. Headway Workforce Solutions

Health Aide at Chicago Public Schools Raleigh, NC Feb 2021 - Jul 2023

• Administered first aid and provided health assessments for students.

• Ensured accurate symptom documentation and temperature checks.

• Monitored the care room environment, maintaining a safe and supportive space for student recovery.

• Supported school administration by facilitating the orderly and efficient transition of students to and from the care room

Burlington Coat Factory

Cashier/ Customer Service Associate Chicago, IL Nov 2018 - Dec 2020

• Delivered high-quality customer service, fostering a positive and professional shopping environment.

• Managed financial transactions with accuracy, ensuring a seamless checkout process.

• Handled product returns, layaway orders, and exchanges, maintaining customer satisfaction and operational efficiency.

• Handled customer inquiries and complaints professionally and patiently both over the phone and in- person and proactively offered solutions to prevent customer issues. Home Depot

Customer Service Associate Evanston, IL Jan 2014 - May 2015

• Efficiently processed transactions and maintained the self-checkout area, ensuring a smooth checkout experience for customers.

• Upheld company policies and procedures to effectively minimize shrinkage, contributing to store profitability.

• Provided helpful and accurate information to customers, resolved their inquiries and concerns both in person and over the phone.

• Worked effectively with other departments to resolve customer issues. Education

University of Uyo

Bachelor of Science, Geography and Regional Planning Nigeria January 2009 to December 2013 Certifications

CPR Certification

Skills

CGMP, Jaggaer, Order Management, Inventory Management, Customer Service, Laboratory Operations and Support, Quality Control, Call Center, Patient Observation, Epic, Microsoft Office, Organizational Skills, Oracle, Data Entry, Administrative Experience, Salesforce, Attention to Detail, Documentation, Slack, Problem-Solving, Dynamics 365, G Suite, Customer Relationship Management, Esker

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