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Client Service Representative II Resume Example

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CLIENT SERVICE REPRESENTATIVE II
Professional Summary

Innovative, results-oriented administrative, customer service and account management professional with over 10 years experience in various industries and staff settings. Detail-oriented and goal-focused business professional that can successfully deliver exceptional customer to all clients. Demonstrated ability to achieve targeted goals, meet budget, and excel in challenging situations. Capable of creative problem solving, utilization of critical thinking skills, and effective communication expertise. Successfully answer all internal and external inquiries while consistently focusing on strategic goals of organization. Capable of leading, developing, and successfully implementing professional processes to further organizational goals.

Summary of Skills
  • Microsoft Outlook, Word, Excel, and Powerpoint.
  • CRM Systems Oracle, Siebel, AS 400, and Aramis.
  • Adobe Acrobat, Reader, and Photoshop
  • IBM Lotus Notes
  • ISO 9001, 14001, OHSAS 18001, RC/RCMS 14001 TL 9000 QuEST Forum
  • ComScore and Scarborough
  • SEO (Search Engine Optimization)
  • Results-oriented
  • Operations management
  • Client-focused
  • Reports generation and analysis
  • Account management
  • Multi-Task management
  • File/records maintenance
Experience
Client Service Representative II
February 2014 to Current
Ciox - Akron , OH

Responsibilities & Accomplishments: Monitored multiple databases to keep track of all company inventory.Reviewed and provided comments on the adequacy of documents and took necessary steps to cure any deficiencies.Prepared correspondence, accounting and financial documents for analysis.Provided interactive training.

Project Coordinator
April 2012 to September 2013
Consumers Energy - Cadillac , MI

(Promotion from position below)

Responsibilities & Accomplishments: Primary point of contact for inter-network and external clients' third party inspection requests in Public Utilities, Oil & Gas Division. Receive and processed multiple Request for Quote on company services for short term or long term projects within required metrics. Coordinated with inspectors, vendors, clients, and vendors to complete third party inspection assignments for various global companies within (but not limited to) manufacturing, oil & gas, and telecommunication industries. Completed internal classes and training sessions on such topics as Pumps, Valves, Heat exchangers, and Mechanical Testing. Assist Project Manager with expediting and resolving special projects. Communicated project activities and developments between vendors, inspectors, inter-department, and upper management. Researched and resolved accounts payable and receivable discrepancies.


Client Account Coordinator

Responsibilities & Accomplishments: Served as the primary point of contact for over 200 assigned global clients within various industries (such as manufacturing plants, telecommunication hardware and software, Financial, and Aero/Airline). Coordinated with inter-departments (such as Technical, Finance, Business Development, and Sales & Marketing) to produce successful and timely client third-party certification audits. Completed internal classes and training sessions on such topics as sales and marketing techniques and customer service procedures. Provided occasional work guidance, technical advice, and training to colleagues. Researched and resolved accounts payable and receivable invoice queries to auditors, clients, and vendors.

Retention Specialist (Contract)
August 2011 to November 2011
Johnson Controls, Inc. - Scottsdale , AZResponsibilities & Accomplishments: Responsible for all renewals within the assigned segment related to profitability, customer counts and customer satisfaction. Managed retention and renewal campaigns with a close eye on performance management and results reporting. Developed and executed retention programs related to Vista Energy products which includes product features, such as loyalty programs, payments methods and bill features. Maximized ROI (return on investment) onretention dollars spent by 20%.
Client Resolution Specialist III (Contract)
January 2009 to September 2009
Cablevision - City , STATE

Responsibilities & Accomplishments: Resolved all customer service issues and request for billing inquiries, service plan changes and satisfactory payments. Reconciled outstanding balances and handled fraud alert transactions. Secured long term agreements with individual customers and business for digital television services. Increased market share by 10% by attracting new customers to the product by sales techniques and successful marketing campaigns. Placed top in the division by exceeding established quotas of successfully accepting more than 500 inbound escalation calls a week.

Commercial Account Executive
December 2005 to June 2008
Wahlstrom Group - City , STATEResponsibilities & Accomplishments: Responsible for the successful execution of multi-million dollar client's, Enterprise Rent-a-Car, yellow pages and interactive ad placements, cooperative, special multi-cultural and governmental advertising programs. Main contact for domestic and international client multi-cultural outreach and promotional programs. Development of monetarily beneficial relationships between company and client by overseeing and certifying all correspondence. Controlled quality assurance objectives on visual art, administrative and operational reports and inter-departmental projects. Collaborated with interactive department regarding online ad placements and Search Engine Marketing (SEM). Increased revenues by 25% each by expanding product base and managing a national ad placement for many multi-million dollar accounts. Augmented business planning strategies for targeting of new advertising and recording artist development. Provided occasional work guidance, technical advice, and training to colleagues.
Education
Bachelors of Arts : CommunicationTemple University - City, State, US

Bachelors of Arts - Temple University, Philadelphia, PA June 2005

Concentration - Communication; Account Management

Member of Temple American Advertising Federation Club

Certifications
Doubleclick Certificate - by Google
Professional Affiliations

Member, American Advertising Federation (2005-2008)

Skills

Marketing, Training, Advertising, Account Executive, Business Planning, Correspondence, Promotional, Quality Assurance, Search Engine, Search Engine Marketing, Yellow Pages, Customer Service, Accounts Payable, Marketing, Audits, Business Development, Clients, Inspection, Invoice, Metrics, Project Coordinator, Project Manager, Telecommunication, Testing, Billing, Market Share, Sales Techniques, Acrobat, Adobe Acrobat, Doubleclick, Excel, ISO, Lotus Notes, Microsoft Office, Microsoft Outlook, Ms Office, Optimization, Oracle, Outlook, Photoshop, Powerpoint, Search Engine Optimization, Siebel, Word, Performance Management, Roi, Satisfaction, Account Management

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Resume Overview

School Attended

  • Temple University

Job Titles Held:

  • Client Service Representative II
  • Project Coordinator
  • Retention Specialist (Contract)
  • Client Resolution Specialist III (Contract)
  • Commercial Account Executive

Degrees

  • Bachelors of Arts : Communication

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