Customer Service Rep

Glenell R Martel

*** ****** ** *******, ** **073 • 832-***-**** ***********@*****.***

OBJECTIVE: Resourceful, aggressive, savvy individual with strong organizational and time management skills who is able to meet deadlines and monthly quotas, in a fast pace, high-pressure environment. Possess a solid work ethic as well as an outgoing personality.

SKILLS: Software: Windows XP, WordPerfect, MS Office 2003 – Word, Excel, Access, PowerPoint,

Lotus Notes. Hardware: PC/MAC platforms; Printers, Faxes, Scanners; Multi-line Phone Systems; Cash Registers and SAP.

EXPERIENCE: SHELL- Houston, TX Dec 2008 – Present

Customer service professional

Consistently high quality, courteous, timely and professional Customer Service. Handle

Order requests received via all media types such as phone, fax, logistic or email. Serve

In the capacity as a liaison between the Sales Group and their clients on any issues that

occur during the order process by keeping both parties informed until resolution is achieved. Record all customer contacts and interactions in SAP including CSM/CRM systems. Trained newly hired recruits. Invoice Solutions responsibilities include; service bill to cash inquiries, process invoice corrections that entails, pricing, tax and quantity errors. Analyze customer disputes and manage customer feedback and issues.

BELLAIRE DERMATOLOGY CENTER May 2007 – Dec 2008

Receptionist

·

· Email, filing, faxing, and creating requesting documents and memos.

· Submit request for consumer's refund and update consumer's accounts.

· Take escalated supervisor call.

· Analyzing and researching accounts throughout various subsystems.

· Verify patient insurance.

· Set up appointment and check in-patients.

SOUTHWEST AIRLINES – Houston, TX July 1987 – May 2007

Customer Service Agent (15yrs)

· Provided friendly service to the customers and maintains positive relationships with all internal and external customers. Schedule reservations for flight, rental cars, and work closely with upper management staff.

· Works in a cooperative spirit to ensure the success of our Company.

· Performs probationary telephone sales evaluations.

· Filing, faxing, and creating requesting documents and memos.

· Promoted to Team Leader And Reservations

Team Leader – Customer Support & Services (5yrs)

Responsible for management of Team Members including performance appraisals,

Motivation, education, counseling, disciplinary action, and administrative records.

Operates P. C. equipment utilizing copy machine, fax equipment, other standard

Office equipment, word processing, spreadsheet, and database management and

Presentation software.

EDUCATION: Worthing High School Aug. 1980- May1984

TEXAS SOUTHERN UNIVERSITY AUG. 1984- JAN 1987

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