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Customer Service Analyst Resume Example

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CUSTOMER SERVICE ANALYST
Summary

Accomplished and results-oriented Analyst who consistently meets deadlines and increases company revenue. Highly skilled at increasing productivity through detailed cost analysis.

Highlights
  • Great Plains
  • JAD
  • Microsoft CRM
  • SAP
  • Microsoft Office (Excel, Word, PowerPoint, and Access)
Accomplishments

Increased cost-effectiveness by 15% through compliance enforcement and implementation of a new quality control system.

Experience
Customer Service Analyst May 2015 to Current
Star Metro － Tallahassee, FL
  • Develop and implement initiatives to improve customer services.
  • Analyze and summarize customer issues in order to prepare appropriate solutions/clarifications to respond to customers.
  • Evaluate and prioritize customer inquiries to better serve the customers.
  • Deliver prompt and professional solutions for customer inquires via phone, email, online chat etc.
  • Maintain history records and related problem documentations for future reference.
  • Maintain relationships with other internal departments as well as client base to improve business performance.
  • Conduct training to customers and internal staffs on company products and services.
  • Respond to customer inquiries by directing them to websites, FAQs, appropriate personnel, etc when needed.
  • Address customers in a professional and respectful manner.
  • Take ownership of customer issues in order to follow-up on outstanding requests and escalate issues when necessary.
  • Maintain the internal and external customer databases.
  • Analyze customer issues so as to develop tools and processes to increase customer satisfaction.
  • Maintain up-to-date knowledge on customer business areas.
  • Maintain broad knowledge about Star Metro's products and services.
Auditor FinanceOct 2014 to Jun 2015
Marriott － Tallahassee, FL

  • Check figures, postings, and documents for accuracy
  • Facilitated and participated in Joint Application Development (JAD) sessions for communicating and managing expectations with the business users and end users
  • Record, store, access, and/or analyze computerized financial information
  • Resolve all billing inquiries
  • Audit and reconcile all revenue postings
  • Organize, secure, and maintain all files and records in accordance with document retention and confidentiality policies and procedures
  • Determines cost of operations by establishing standard costs; collecting operational data.
  • Identifies financial status by comparing and analyzing actual results with plans and forecasts.
  • Guides cost analysis process by establishing and enforcing policies and procedures; providing trends and forecasts; explaining processes and techniques; recommending actions.
  • Improves financial status by analyzing results; monitoring variances; identifying trends; recommending actions to management.
  • Reconciles transactions by comparing and correcting data.
  • Maintains database by entering, verifying, and backing up data.
  • Recommends actions by analyzing and interpreting data and making comparative analyses; studying proposed changes in methods and materials.
  • Increases productivity by developing automated accounting applications; coordinating information requirements.
  • Protects operations by keeping financial information confidential.
  • Maintains technical knowledge by attending educational workshops; reviewing publications.
  • •Contributes to team effort by accomplishing related results as needed.
Technical Support SupervisorJan 2010 to Dec 2014
Homes.com － Tallahassee, FL
  • Develop and implement initiatives to improve customer services.
  • Analyze and summarize customer issues in order to prepare appropriate solutions/clarifications to respond to customers.
  • Evaluate and prioritize customer inquiries to better serve the customers.
  • Deliver prompt and professional solutions for customer inquires via phone, email, online chat etc.
  • Maintain history records and related problem documentations for future reference.
  • Maintain relationships with other internal departments as well as client base to improve business performance.
  • Conduct training to customers and internal staffs on company products and services.
  • Respond to customer inquiries by directing them to websites, FAQs, appropriate personnel, etc when needed.
  • Address customers in a professional and respectful manner.
  • Take ownership of customer issues in order to follow-up on outstanding requests and escalate issues when necessary.
  • Maintain the internal and external customer databases.
  • Analyze customer issues so as to develop tools and processes to increase customer satisfaction.
  • Maintain up-to-date knowledge on customer business areas.
  • Maintain broad knowledge about company's products and services.
Supply Chain CoordinatorSep 2005 to Aug 2009
BASF － Quincy, FL
  • Develop and implement initiatives to improve customer services.
  • Analyze and summarize customer issues in order to prepare appropriate solutions/clarifications to respond to customers.
  • Evaluate and prioritize customer inquiries to better serve the customers.
  • Deliver prompt and professional solutions for customer inquires via phone, email, online chat etc.
  • Maintain history records and related problem documentations for future reference.
  • Maintain relationships with other internal departments as well as client base to improve business performance.
  • Conduct training to customers and internal staffs on company products and services.
  • Respond to customer inquiries by directing them to websites, FAQs, appropriate personnel, etc when needed.
  • Address customers in a professional and respectful manner.
  • Take ownership of customer issues in order to follow-up on outstanding requests and escalate issues when necessary.
  • Maintain the internal and external customer databases.
  • Analyze customer issues so as to develop tools and processes to increase customer satisfaction.
  • Maintain up-to-date knowledge on customer business areas.
  • Maintain broad knowledge about company's products and services.
Logistics Analyst Mar 2004 to Sep 2005
BASFf － Tallahassee, FL
  • Produced daily statistics report on products to be distributed using Microsoft excel.
  • Conducted daily accounting checks on product distribution.
  • Performed quality Assurance testing on product specification leaving distribution center.
  • Coordinated product delivery methods and counts with satellite distribution centers.
Education
Bachelor, Arts AccountingMay 2009Flagler College － Tallahassee, FLArts Accounting
Skills
  • Accountting
  • Application Development
  • Billing
  • CRM
  • Analyze computerized financial information
  • Great Plains
  • JD Edwards
  • Logistics
  • Access
  • Microsoft excel,
  • Microsoft Office
  • PowerPoint
  • Word
  • Quality Assurance
  • SAP
  • Scheduling
  • Shipping
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Resume Overview

Companies Worked For:

  • Star Metro
  • Marriott
  • Homes.com
  • BASF
  • BASFf

School Attended

  • Flagler College

Job Titles Held:

  • Customer Service Analyst
  • Auditor Finance
  • Technical Support Supervisor
  • Supply Chain Coordinator
  • Logistics Analyst

Degrees

  • Bachelor , Arts Accounting May 2009

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