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.
Skills
Upselling Products and Services
Issue and Complaint Resolution
Calm and Professional Under Pressure
Customer Data Confidentiality
Customer Account Management
Efficient and Detail-Oriented
CRM Software
Verbal and Written Communication
Order and Refund Processing
Multitasking and Prioritization
Strong Analytical and Problem Solving Skills
Microsoft Office Suite
Refunds and Returns Management
Team-Oriented and Cooperative
Invoice Preparation and Processing
Work History
Customer Service Representative/ Receptionist, 04/2019 - Current University Of Colorado – Aurora, CO,
Liaised with customers such as Home Depot Vendor Store support, Floor and Décor, Zamma's management and sales team to better understand customer needs and recommend appropriate solutions.
Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
Maintained customer happiness with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Respond to customer request for products, services and company information via email and switchboard phone as well as remotely.
Consult with outside parties such as partner flooring manufacturers, UPS and other freight companies to resolve discrepancies and create effective solutions.
Enter sales orders; review and prepare invoices with accuracy using Microsoft GP Dynamics system.
Researched and gathered necessary information for final completion and reconciliation of invoices.
Responsible for running daily inventory database to release orders to warehouse order packers.
Coordinated incoming requests and assisted filling outgoing orders.
Ensured customers/ vendors were kept up to date by including memos with appropriate invoices.
Served as backup for receptionist; answered human resources, customer, distributor and vendor calls from main multi-line telephone system.
Filled and packaged orders phoned into customer service when help was needed in shipping department.
Accessed open orders and searched to find out reason orders had not been shipped and worked with other departments to resolve the problem.
Provided primary customer support to internal and external customers in fast-paced environment.
Assisted customers with setting appointments, shipping, special order requests, and arranging merchandise pick-up at other locations.
Communicated with vendors regarding back order availability, future inventory and special orders.
Offered advice and assistance to customers, paying attention to special needs or wants.
Handled need based customers in fast-paced call center setting in coordination with solid team of 6-10 customer service associates
Administrative Assistant II, 02/2018 - 12/2019 Quality Custom Distribution – Capitol Heights, MD,
Answer telephones and direct caller to appropriate associate; transfer caller to voice mailbox when associate is unavailable; takes and retrieves messages.
Provide callers with information such as company address, directions to company, fax numbers, company website, product specifications and other related information.
Serve as point person for organizing all large mailings.
Assist in ordering, receiving, stocking and distribution of office supplies.
Coordinate the repairs and maintenance of office equipment, including copier, fax machines, computers, printers, etc.
Type correspondence and reports; created, edited and updated various spreadsheets.
Perform other related duties as required.
Managed office inventory by restocking supplies and placing purchase orders to maintain adequate stock levels.
Coordinated travel arrangements, including booking airfare, hotel and ground transportation.
Processed invoices and expenses using QuickBooks to facilitate on-time payment.
Executed record filing system to improve document organization and management.
Developed and updated spreadsheets and databases to track, analyze and report on performance and sales data.
Drafted professional memos, letters and marketing copy to support business objectives and growth.
Handled client correspondence and tracked records to foster office efficiency.
Supported logistics for programs, meetings and events, including room reservations, agenda preparation and calendar maintenance.
Receive, sort and forward incoming mail.
Enrollment and Billing Tech I/ Data Entry Specialist, 09/2013 - 04/2017 Adecco/ BlueCross BlueShield – City, STATE,
Responsible for processing Health Benefit Enrollment Forms and correspondence submitted by Federal Agencies and Plans.
Accurately enter enrollment data supplied by various external sources both electronic and paper.
Enrolled subscribers and dependents for all business in a timely manner to meet corporate objectives for issuance of ID cards.
Process terminations, coverage level changes and other forms of subsequent enrollment activities for both paper and automated enrollment accounts.
Resolve enrollment errors and reports in accordance with corporate guidelines.
Help promote successful practices that ensure quality care, regulatory compliance, and accurate reimbursement.
Entered numerical data into databases with speed and accuracy using 10-key pad.
Compiled data and reviewed information for accuracy prior to input.
Reviewed completed work for compliance with regulations.
Managed large data projects, including workflow scheduling, data entry and accuracy verification.
Kept optimal quality levels to prevent critical errors and support team performance targets.
Coordinated travel arrangements, including booking airfare, hotel and ground transportation.
Prepared packages for shipment, pickup and courier services for prompt delivery to customers.
Composed internal memos and external correspondence for senior management and reviewed all documentation to eliminate errors.
Performed general office duties, including answering multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
Handled client correspondence and tracked records to foster office efficiency.
Supported efficient meetings by organizing spaces and materials, documenting discussions and distributing meeting notes.
Welcomed office visitors warmly and alerted staff to arrivals of scheduled appointments.
Monitored premises, screened visitors, updated logs and issued passes to maintain security.
Sorted and distributed office mail and recorded incoming shipments for corporate records.
Maintained staff directory and company policy handbook for human resources department.
Delivered clerical support by efficiently handling wide range of routine and special requirements.
Produced high-quality documents, spreadsheets and presentations for internal and customer-facing needs using MS Office suite.
Coordinated, scheduled and arranged meeting and travel calendars, including business and social events.
Ordered and distributed office supplies while adhering to fixed office budget.
Increased customer service success rates by quickly resolving issues.
Interacted with customers professionally by phone, email or in-person to provide information and directed to desired staff members.
Opened and properly distributed incoming mail to promote quicker response to client inquiries.
Maintained clean reception area to promote positive, professional environment for all stakeholders, including Lawyers and clients.
Managed multiple tasks and met time-sensitive deadlines
Education
Associate: Business Administration, Expected in 06/2013 - Strayer University-District of Columbia - Washington, DC, GPA:
High school diploma or GED: Business, Expected in 06/2006 - Culpeper County High School - Culpeper, VA GPA:
Accomplishments
Functioned as technical and service expert to 10 - 25 team members.
Achieved customer satisfaction to a 98.5% satisfaction rate.
Achieved divisionaland corporate goals established by NMIS, ITS, account audits, and performance contracts.
Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Customer Relations - Earned highest marks for customer satisfaction, company-wide.
Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
Compiled inventory lists and worked with vendors for product pricing and special orders. Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with 100% accuracy rate.
Willing to relocate: Anywhere
Additional Information
Willing to relocate: Anywhere, Authorized to work in the US for any employer
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School Attended
Strayer University-District of Columbia
Culpeper County High School
Job Titles Held:
Customer Service Representative/ Receptionist
Administrative Assistant II
Enrollment and Billing Tech I/ Data Entry Specialist
