Admin. Assist. Customer Svc. Rep, Call Center Professional, Office Mgr

D E E D E E A. N K O S I

323-***-**** - mobile 1164 14th Place NE

404-***-**** - home Atlanta GA 30309

EXPERIENCE:

KARL STORZ ENDOSCOPY AMERICA (KSEA); EL SEGUNDO, CA

Surgical Equipment Manufacturer

Case Manager MARCH 2009 – SEPTMBER 2009

Senior Customer Support Representative JULY 2007 – MARCH 2009

Customer Support Representative JULY 2006 – JULY 2007

Provided resolution to a variety of escalated customer complaints and concerns in a busy call center.

Effectively communicated to customers, the department’s standards, policies and procedures when applicable in order to manage customer’s expectations. .

Resolved billing issues and provided adjustments (credits and debits) to customer’s accounts when appropriate.

Developed an organization model to address the busy day-to-day activities including an excessively high volume of emails.

Trained and mentored newly hired Customer Support Representatives.

Accurately documented issues involving product complaints and patient involvement for Regulatory Department.

Served as a backup to Customer Service Representatives as needed to maintain department’s call volume standards.

Promoted to Case Manager.

Answered an average of 55 inbound calls daily and accurately input product information into the order entry system using SAP software.

Responded to customer requests for product information, pricing and availability.

Delegated escalated customer inquiries to appropriate department representatives for processing.

Promoted to Senior Customer Representative.

NORDSTROM; LOS ANGELES, CA

Retail Department Store

Department Manager JUNE 2005 – MARCH 2006

Sales Associate APRIL 2005 – JUNE 2005

Managed a team of 6 full time Sales Associates.

Provided instruction to Sales Associates on Customer Service techniques to build and maintain solid customers.

Maintained a database of 50+ customers using the company’s electronic database.

Orchestrated several department events that resulted in record sales.

Demonstrated excellent customer service skills and selling techniques that lead to a promotion within three months.

Excelled as the top seller in the department.

Built a strong reliable network of customers.

Promoted to Department Manager.

THE IMPACT FUND; BERKELY, CA

Nonprofit Agency

Testing Coordinator DECEMBER 2002 – OCTOBER 2004

Managed a team of 4 volunteers, 2 interns and 1 data entry clerk.

Developed business relationships with representatives of community-based organizations for funding assistance.

Created a variety of forms including job announcements, research bulletins, surveys, training material and statistical logs.

Maintained a complex database of research findings.

Completed all administrative duties.

EDUCATION:

Bachelor of Science – California State University, Dominguez Hills, Carson, CA

Contact this candidate