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JC
Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000, resumesample@example.com
Professional Summary
Customer Service Specialist with over 20 years of experience in the Telecommunications Business. A Professional with excellent Technical, Organizational and Interpersonal skills. Performance driven with a strong work ethic. Honest and dependable. Committed to providing excellet customer service.
Core Qualifications
  • Order management
  • Project coordination
  • Process development and management
  • Performance management, metrics, reporting
  • Team management
  • Account management
  • Service management
  • Quality management and improvement
  • Excellent leadership skills
  • Excellent written and verbal communications
  • Microsoft office suite
  • SAP
  • SOX
  • E-Project
  • Analytical
  • Detail oriented 
  • Problem solving and resolution
  • Multi tasking
  • Time management
  • Self motivated top performer
Experience
2012 to Current Customer Service Specialist II Thermo Fisher Scientific Inc. | Agawam, MA,
  • Manage project orders from booking through closure for large projects to expedite revenue recognition - cash to Avaya.
  • Order Entry in SAP to support project timeline for shipping and installation of equipment and services.
  • Assist Project Managers and Program Managers with expedites, equipment shortages and equipment replacements as necessary.
  • Process Change Management Requests and closures for projects while maintaining balance sheet for each project.
  • Validate that project is properly funded and matches Customer Purchase Order(s) provided for timely and accurate billing.
  • At closure validate all requirements from Master Service Agreements for Revenue Assurance.
  • Reconcile all orders and invoices are correct prior to statement to Customer to prevent disputes and ensure correct billing.
  • Assist Billing Team in dispute resolution.
2007 to 02/2010 Customer Service Advisor Tbc Corporation | Lewisville, TX,
  • Consulted with customers to determine appropriate graphics for vending equipment based on equipment type and advertising campaigns.
  • Managed all aspects of service including placing customer's order, scheduling production, providing status and tracking information to the customer.
  • Followed up with customer to ensure customer satisfaction.
  • Developed and documented methods and procedures for the service department for ISO Certification.
03/2006 to 09/2006 Customer Service Specialist Neogen Corporation | Turlock, CA,
  • Provided direct telephone support to Chico's customers for catalogue sales.
  • Placed orders into computer ordering system.
  • Processed payments, credits, and returns.
12/2002 to 08/2005 Owner and Manager Apartment Income Reit Corp. | Calabasas, CA,
  • Managed all functions of a small business including marketing, purchasing, finance, accounting and equipment maintenance.
  • Hired and trained employees on software, equipment, and safety tanning regulations.
2000 to 10/2004 Senior Service Manager Exela Technologies Inc. | Sacramento, CA,
  • Supported international clients by providing end to end service support including ordering, service delivery, billing, and maintenance for voice and data services.
  • Served as the liaison for communication and resolution of service outages.
  • Accountable to the client for performance reporting and any necessary service improvement plans.
08/1998 to 11/1999 Service Delivery Manager GTE Communications Presently Verizon | City, STATE,
  • Managed and developed a team of supervisors and team leads.
  • Responsible for process coordination and project management of data network installations.
  • Identified training requirements for employees.
  • Created and implemented employee development plans.
  • Managed escalations and expedites with third party vendors for the GTE Provisioning Organization.
Education
Expected in 1971 High School Diploma | Administrative Robbinsville, Robbinsville, NC GPA:
Professional Affiliations
Volunteer with Calvin's Paws, Pet Rescue and adoption in Raleigh, NC. Foster animals thru adoption and placement.
 
Member of Pet Sitters International
Accomplishments
  • Received prestigious nomination for GTE Chairman's Team Award by Regional Sales Vice President for Best Team Performance.
  • Managed Team of five Supervisors through development and implementation of web based Process and Training for AT&T's Work Centers in US.
  • Completed Global Service Manager Certification Program.
Skills
Customer Service, domestic and international, Customer Satisfaction, Project Management, Process Management, Process Development, Process Documentation, Process Measurement, Process Improvement.
Metrics, Reporting.
Computer Proficient.
Order Management, SAP Order Entry, Inventory, Scheduling.
Internal Auditing, Balance Sheet
Account Management, Accounts Receivable/Payable, Internal Auditing.
Multi-Task Management
Territory Sales Experience, E-Project, Budget Management, Team Management 
Additional Information
  • SPECIAL ACHIEVEMENTS Received World Class Service Manager Award from Novartis Pharmaceuticals for excellent support during the September 11, 2001 tragedy.

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Resume Overview

School Attended

  • Robbinsville

Job Titles Held:

  • Customer Service Specialist II
  • Customer Service Advisor
  • Customer Service Specialist
  • Owner and Manager
  • Senior Service Manager
  • Service Delivery Manager

Degrees

  • High School Diploma

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