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Customer Service Representative Resume Example

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CUSTOMER SERVICE REPRESENTATIVE
Professional Summary

Knowledgeable and dedicated customer service professional with extensive experience in chemical industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Well-qualified Customer Service Representative proficient in handling complex customer issues and promoting positive experiences. Efficiency-driven and organized with team-oriented mentality and dedication to customer satisfaction, business goals and sales excellence. Skilled in coordinating documentation and handling payments.

Work History
Allnex USA - Customer Service RepresentativeAlpharetta, GA04/2006 - 09/2019
  • Compiled customer feedback and recommended service delivery improvements to management
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
  • Responded to customer requests for products, services and company information
  • Evaluated account and service histories to identify trends, using data to mitigate future issues
  • Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions
  • Assisted customers with setting appointments, shipping and special order requests, and arranging merchandise pick-up at other locations
  • Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction
  • Answered customer telephone calls promptly to avoid on-hold wait times
  • Cultivated customer loyalty, promoted repeat customers and improved sales
  • Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions
  • Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes
  • Leveraged sales expertise to promote products and capitalize on upsell opportunities
Innovia Films - Customer Service RepresentativeSmyrna, GA07/2005 - 12/2006
  • Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
  • Communicated with vendors regarding back order availability, future inventory and special orders.
  • Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
  • Consulted with outside parties to resolve discrepancies and create effective solutions.
  • Suggested new procedure to persuade cancelling customers to stay with company, resulting in 50% decrease in cancellations.
UCB - Customer Service RepresentativeSmyrna, GA04/2002 - 07/2005
  • Evaluated account and service histories to identify trends, using data to mitigate future issues.
  • Assisted customers with setting appointments, shipping and special order requests, and arranging merchandise pick-up at other locations.
  • Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
  • Communicated with vendors regarding back order availability, future inventory and special orders.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals 100%.
Accomplishments
  • Collaborated with team of 30 in the development of implementing SAP.
  • Customer Service - Consistently received positive feedback from customers and created repeat business by developing long-term relationships.
  • Promotion - Up-sold products and motivated customers to upgrade current product plans.
  • Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Proactive in monitoring customers accounts to ensure on time ordering.
  • Trained in Chicago as Billing Specialist at WR. GRACE.
  • Trained in Boston, MA as Customer Service Representative.
  • Received corporate "Premier Award for integrity and ethics" by CEO of WR. GRACE.
  • Visited our sister plant, Latvia, Riga for two weeks. Transferred Allnex USA Racure accounts.
Skills
  • Data Entry
  • Credit and Collection
  • Customer relations skills
  • Complaint resolution
Education
06/2016Strayer UniversityWashington, DCBBA: Business Administration Concentration Management
  • Graduated with 3.0 GPA
  • Coursework in Psychology, Finance, Behavioral Science.
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Resume Overview

Companies Worked For:

  • Allnex USA
  • Innovia Films
  • UCB

School Attended

  • Strayer University

Job Titles Held:

  • Customer Service Representative

Degrees

  • BBA : Business Administration Concentration Management

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