Friendly and efficient customer service team member devoted to maximizing customer satisfaction with exceptional service and support. Knowledgeable about business driven products and standards with strong skill in retaining product and service information to provide effective issue resolution. Skilled in promoting sales to increase revenue while addressing diverse issues.
I perform excellent customer service skills in a professional environment with a team. On a daily basis I provide customer support, with a broad and accurate understanding of products, policies, service, prices and ordering instructions for 3 lines of business. The 3 lines of business include : The Library of Congress Retail Shop, Duplication Services, and The Cataloging Distribution Service. Accurate. knowledge, and timely communication is performed independently to meet deadlines. Customer satisfaction is our key focus.
Daily, I establish an organized workflow to meet the customer's needs and our goal which is a 24hr. turnaround time. I process orders, renew accounts, track orders and enter data in several different databases DAX (MISBE), Shopify, Class Web Cataloger's Desktop, EXCEL, and Outlook. Maintenance is performed on the subscription data base for Class Web, and Cataloger's Desktop, and MARC services.
I create Invoices for subscription services, generate sales quotes, and orders.
Payments for renewals and subscription services are tracked and monitored to avoid interruption in the subscription services.
I investigate claims for orders, process refunds, and or exchange merchandise for customers. Claims, and Refunds are tracked on the Excel spreadsheet/shared drive. I perform, research data, and locate data for Duplication requests, on the LC catalog (OPAC), and PPOC. Monthly statistics is tracked and for all lines of business, by count that includes the number of emails, orders, refunds, returns, and remakes. Trained new employees to insure best practices, and policies in order to maximize team performance. Worked with mangers to develop service improvement initiatives.
As a customer service representative, I Improved operations by working with team members and customers to find workable solutions. Subscriptions were maintained, by renewing the subscription in the database. I processed orders in the SIMS database daily. Account number were created in the database for new clients, along with the maintenance for customer profiles. I also, created Invoices for Class web, Cataloger's Desktop, and MARC services upon request. Files, were organized and maintained alphabetically by the institutions name.
Opened incoming mail, that included payments for subscription services. I also retrieved, and received email payments, via fax payment, and walk-in payments. I tracked payments by type, and customer profile daily in Sims, and then keyed the orders on an excel batch spreadsheet. All payments and orders for the subscriptions were sent to F&A for processing on a daily Batch/log.
Recognized by management for providing exceptional customer service. Improved profit margins by streamlining operations and workflow. Worked closely with team members to deliver project requirements, develop solutions and meet deadlines. Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
I received several performance awards for my excellent customer service skills.
Organized library equipment and collections. Restocked returned items to correct shelf or storage locations. Excellent knowledge of the Call Slip function. Used computerized search tools, and databases, ILS, Voyager, OPAC.
Provided services to the general public in the Main Reading Room, and the Science & Business Reading Room. Used OPAC to search for items and locate materials for the patrons as needed. Used IL to input the call slip and track the patrons call slip. Verified the holdings, hierarchy of books, and the location of the collection material for customers.
Directed patrons to desired library books, reference items and equipment. Compiled and maintained circulation, material and equipment records. Handled in-person and telephone requests for information and materials. Located desired materials for institutional staff special projects. Worked closely with team members to deliver project requirements, along with independently developing solutions to meet deadlines. I was recognized by management, and earned several awards for my job performance as a Library Technician.
I have received several training awards for excellent customer service throughout my career.
I have also received several cash rewards for my performance and excellent service.
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