Customer Service Representative
Resume:
Debra A. Saunders
Newark, DE ***02
********@*****.***
SUMMARY
Experienced in strong customer service background. Areas of expertise include:
Customer Service Intelex
SAP R/3 Salesforce
Microsoft Office Lotus Notes
Syspro Outlook
WORK HISTORY
10/2011- Present: Customer Correspondence Advisor Sr. JP Morgan Chase, Newark, DE
Responsible for handling Card member inquires through several channels. Also responsible for analyzing these requests and determining the appropriate response or course of action. Making outbound calls in order to develop customer understanding, verify information or validation of payments.
10/2006 – 9/30/2011 Account Manager (Canada) Strategic Diagnostics Inc.–Newark, DE
Responsible for processing orders through Syspro, maintaining customer database, fulfilling information requests, scheduling and making calls for project updates, performing lead qualification calls and supporting the Regional Sales Managers and Business unit Manager.
2001 – 2006: Adecco International – New Castle, DE
Assigned to: DuPont Global Services Division
Chestnut Run Plaza
Wilmington, DE 19880
US Marketing and Sales Support position/Global Customer Service, responsible for monitoring open orders, inventory status, missed shipments and other customer issues, including product returns, calculating / tracking/issuing rebates and resolving disputed invoices. Negotiating ship dates based on product availability. Responsible for data entry and verification of financial data. Update month end reports. Answer incoming customer service calls from distributors and sales representatives. Entering orders and credits through SAP R/3.
1999 – 2001: Regional Member Relations Supervisor, AAA Mid-Atlantic – Elkton, MD
Responsible for the timely investigation and resolution of AAA National Office and Roadside Assistance Program complaints. Responsible for the preparation and processing of other member services including, Auto Travel Accident Expense, Arrest Bond, Bail Bond, Legal Defense and Crime Prevention Benefits. Provide effective leadership and guidance to associates, train and monitor performance; provide affirming and constructive feedback; take corrective action, as needed. Authorized to sign AAA Membership Vouchers and Check Requisitions up to $500.00.
1994 – 1999: Export/Domestic Customer Service Representative, Octel America – Newark, DE (formally Dupont Petroleum Additives)
Receive, input and invoice orders, coordinate finance department review (for new customers),
Proactive order solicitation, commits product and a delivery date to the order, passes information to others in the customer supply chain, follows up on the order as needed for on-time delivery, notifies customers if a problem arises and reaches a solution, handles collection follow-up with selected customers and responds to inquiries and complaints, working knowledge of export documentation. Also, I was responsible for weekly and monthly compilation of analytical sales reports.
CONTINUED EDUCATION AND ADVANCED TRAINING
Professional and Technical training through DuPont, Octel America and SDIX
1974 – 1976 The Sawyer School of Business, Clifton, NJ – Executive Secretary
1969 – 1974 William Paterson College, Wayne, NJ – Business & Marketing
SKILLS, STRENGTHS & SPECIALTIES
Received Employee Recognition from SDIX for going above and beyond by adding several new accounts with an annual addition of $30,000 of new business.
Includes, but is not limited to, Microsoft Applications (Word, Excel, PowerPoint and Outlook), Salesforce.com, Syspro, Maximizer, Seibel system and SAP R/3 as well as other customized databases used for efficient Sales, Customer Service & maintaining customer account information.
Working knowledge of invoicing, exporting documentation, accounts payable/receivable, competency in the administration of inventory control, understanding of the structure and processing of credit transactions.
Hard working, punctual, quick to adapt to new responsibilities. Organized, self-starter and Professional.
REFERENCES – Available upon request
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