Customer Service Administrative Assistant

Thomas Wright

Objective

• To obtain a responsible and challenging position with a progressive company where my work experience will have valuable application

Qualifications

* ***** ** ********ce in strong team-based, customer oriented jobs

A track-record of success in design and implementation of workplace efficiency procedures

Bilingual English/Spanish

Proficiency in Microsoft Suite of products

Solid work ethic in delivering high-quality service to customers

Successful track record with high responsibility and independent positions

Work in cooperation with third party logistics vendors for domestic and International returns in EMEA and APAC regions, as well as Africa and South America

Use of internal CRM and ERP systems, as well as External web based applications including Salesforce.com for RMA returns management

Fast learner, able to quickly incorporate and implement new procedures

Experience

OnProcess Technology Ashland, MA

Logistics Service Representative II February, 2011 – Present

• Communication with customers in Spain and Latin America to obtain status updates on their open Return Merchandise Authorizations

• Research and update 150-200 records for part returns regarding to mission-critical replacement parts to ascertain the status of the defective unit return

• Working knowledge, access, and use of four client databases for the purpose of investigating and responding to order issues

• Communication with domestic customers as well as EMEA, APAC, and LATAM by phone and e-mail

• Updating daily voice and e-mail logs, as well as the appropriate CRM system and internal call manager program accurately, and efficiently for the warranty replacement returns,

• Provide feedback to upper level management with escalations and opportunities for process improvements

• Receive inbound calls and assisting customer’s in resolving their open RMAs

Logistics Service Representative February, 2010 – February 2011

• Utilize internal ERP and CRM software in service-based programs and asset retrieval programs to assist customers setting up appointments for installations of new equipment and good spares part returns.

• Taking advantage of a high learning curve in increasing knowledge in inbound and outbound call programs and learning new scripted call programs

• Accept assignments with an open, cooperative, positive and team-oriented attitude

• Demonstrate assertiveness in gaining valuable market research information for the client through scripted feedback surveys, adapting my response on a call-by-call basis

Wings Over Framingham Framingham, MA

Cashier September, 2011 – January 2012

• Received the customers pleasantly, took their orders, communicated orders to kitchen staff, served orders

• Managed customer complaints and feedback for constant improvements

Nestle Waters North America Raynham, MA

Customer Service Representative May, 2009 - November, 2009

• Handled a high volume of inbound calls within a dynamic call center environment

• Responded to customer inquiries and requests and resolved issues efficiently and professionally

• Exercised strong interpersonal communication skills and call center support applications to assist customers and internal business offices

• Empathized with customers, stating understanding and restoring customer loyalty and trust

Northeastern University – Stetson East Residence Hall Boston, MA

Administrative Assistant Sept. 2008 - May 2009

• Performed general clerical duties, including answering telephone, processing mail and ordering supplies

• Assisted students checking out residence hall equipment for temporary use

• Answer questions regarding residence hall policies and procedures

Outback Steakhouse Bellingham, MA

Host February, 2008 - September 2008

• Managed the daily floor plan, seating guests in a timely and efficient manner

• Provided excellent customer service in facilitating special guest needs

Active Physical Therapy Bellingham, MA

Administrative Assistant November, 2007 - February, 2008

• Greeted customers and assisted them check in with the physical therapy staff

• Took cash payments and handled billing inquires

• Managed the phone lines, sorted and sent faxes, and filed guest records and other paperwork

• Processed e-mail through Microsoft Outlook and prioritized and completed office tasks using the Microsoft Office suite of products

Eworks Entertainment Bellingham, MA / Greater Boston Area

Site Supervisor / Exit Poll Manager March, 2006 - February, 2008

• Youngest Supervisor in the company at the age of 16

• Developed training procedures and built a staff of six highly driven public intercept recruiters

• Balanced a daily quota, communicating with regional management about specific project goals

• Eliminated unethical survey entry, over 70% of the former market research results present when I joined the company

Education

Massachusetts Bay Community College Wellesley, MA

Candidate for Associates Degree in Business Administration August 2010 - Present

Northeastern University Boston, MA

Candidate for Bachelor of Science in International Business May, 2012

• Completed first year 2008.

Bellingham High School Bellingham, MA

High School Diploma June, 2008

Contact this candidate