Customer Service Representative
Resume:
Chris Poile
T-Mobile Cell Site Specialist 6/05- 1/07
Responsible for insuring that lease payments on cell towers were maintained by the various satellite offices within T-Mobiles national territory. Customer Service and diplomacy skills were central to achieving a good working relationship with established managers, to ensure legal/payment issues were resolved immediately. Responsible for monthly lease payments to hundreds of separate vendors totaling 10 million dollars monthly. Selected by the Project Management team for the “Above and Beyond” award for outstanding performance.
Trend West Customer Service Representative 2/05-6/05
Customer contract servicing and renegotiation in a fast paced call center environment. Utilizing web based applications, and automated calling software, I enforced or renegotiated customer contracts. Made or exceeded the departmental goal of $56,000 in monthly customer collections, while establishing a base of personal customers. Responsible for making up to 200 calls daily, with consistently heavy follow up required for total customer satisfaction.
Nordstrom Customer Service Representative 10/03-4/04
Responsible for supervising the quality of Customer Service to the Nordstom catalog and website incoming call center. Duties included: taking over difficult customer calls, follow up customer care, order entry, instructing the other representatives on the correct use of the Nordstom computer software, and insuring correct ordering, billing and shipment during Nordstrom’s busiest catalog and website ordering seasons. In April 2004 the call center was relocated to Idaho.
Hollywood Costumes Customer Service / Internet Sales 4/00-11/02
Customer Service Rep for high volume website (WWW.Hollywoodtoys.com) catering to television and movie studio customers. During our busy Halloween and Christmas seasons I processed, tracked, charged, and ensured correct shipment of over 150 individual orders daily. Other responsibilities included: answering all web based incoming calls, charging the orders, entering order tracking into database software, and updating the website as inventory fluctuated. Identified and established a new customer base, resulting in gross additional sales of 25,000 monthly upon my departure.
City Midland Development Customer Service Supervisor 1/99-1/00
Began position as a Customer Service Representative, then promoted to Supervisor for a team of three others. Responsibilities included: supervising all incoming calls, handling escalated calls, building and maintaining client base, recruiting and training, scheduling jobs using Excel database, outside sales included personal in office presentations, face to face problem resolution, and customer retention.
Everything Wireless Customer Service Supervisor 1/98-1/99
Hired as a Customer Service Representative, then promoted to Supervisor. Responsible for a total call volume of 200-300 calls daily and supervision of a five person team for a cellular brokerage company. Responsibilities included: handling escalated calls, billing and contract enforcement and negotiation, problem resolution, customer retention, resolving billing disputes, and sales via customer service.
F.M. Concepts Administrative Assistant 1/95-8/97
Responsible for the shipment of 3,500 orders monthly for a wholesale video production company, and ensuring that all orders were correctly filled, invoiced, and recorded. Implemented a program wherein overall gross shipping costs were reduced by 60%. Resolved customer complaints, handled phone inquiries, and controlled inventory.
Close-Up Concepts Administrative Assistant 10/94-11/95
Responsible for the coordination of 8 separate ongoing mail order campaigns to 12,000 customers monthly. Processed all daily invoicing, credit card orders, and shipping receipts. Coordinated the vendors, printers, and mailing service to ensure customers received on time and correct mailing campaign brochures. Handled all incoming calls from customers and vendors.
Education/Training
Business Administration, Humboldt State University 1986
Real Estate License Received 1987
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