Support Associate Resume Example Macy's

SUPPORT ASSOCIATE

Summary

Customer service professional offering 3 years of diversified customer service experience. Excellent communication and problem-solving skills. Analyze key financial trends in cash movement and report these trends to supervisor and management level members on a monthly basis. Handle customer calls and problems via telephone: processing customer orders, new account setup, pricing checks, order status, account maintenance, order entry, and back orders Provide appropriate follow-up to customer via telephone. Meet or exceed Speed, Accuracy and Customer Satisfaction Performance Metrics. Proficient in MS Excel, Outlook, and Word

Highlights

High customer service standards
Conflict resolution proficiency
Devoted to data integrity
Emphasis in high speed data entry

Proficient with AS400
Proficient with Microsoft Office Suite

Accomplishments

Maintained ECHO and Select Service Matrix scores which met or exceeded expectations for the past 6 months. Received continual customer survey reports with a high degree of satisfaction ranging from Understood, Valued, and Overall.

Received the Texas Catch the Spirit Aware for the month of September 2013. For providing outstanding customer service, both externally and internally through courteous and professional exchange with customers; patience and calm demeanor in stressful situations; and setting a good example for other associates.

1993 Call Center Response Contest Winner. Answered more customer calls while fulfilling more customer requests than any member in my sixty member team.

Experience

09/2014 to Current

Support AssociateMacy's － Springfield , VA

Worked directly with PBTeen direct ship suppliers and vendors to process and troubleshoot drop-shipped orders.
Handled direct ship escalations for customer service and processed product specific inquiries for PBTeen and Mark and Graham.

10/2013 to 09/2014

Texas Furniture AssociateBrp Group, Inc. － Seattle , WA

Responded to customer in-bound phone calls to track furniture orders from pre-shipping, to orders in transit, to final destination deliveries.
Worked directly with company-owned and non-affiliated delivery hubs across the country to assist in scheduling product deliveries, pickup, and return requests.
Initiated repair and /or replacement requests.
Resolved customer disputes relating to Furniture and non-Furniture orders alike.
Key Accomplishment:.
Maintained ECHO and Select Service Matrix scores which met or exceeded expectations for the past 6 months.
Received continual customer survey reports with a high degree of satisfaction ranging from Understood, Valued, and Overall.
Received (3) Wahoo and Customer Satisfaction Reports in the last 6 months.
Exceeded customers satisfaction levels prompting our customers to write acknowledgment letters to upper management for recognition.

10/2012 to 10/2013

Full Service AssociateWILLIAMS-SONOMA － City , STATE

Responded to customer in-bound phone calls.
Efficiently created customer accounts, carried out product order requests, initiated product return/ replacement requests, and resolved customer disputes.
Key Accomplishment:.
Received the Texas Catch the Spirit Aware for the month of September 2013.
For providing outstanding customer service, both externally and internally through courteous and professional exchange with customers; patience and calm demeanor in stressful situations; and setting a good example for other associates.
Maintained ECHO scores of 98% and above for 6 months.
Received continual customer survey reports with a high degree of satisfaction ranging from Understood, Valued, and Overall.

01/2000 to 01/2002

Accounting AnalystEXCEL TELECOMMUNICATIONS, INC － City , STATE

Reconciled 36 bank cash accounts on a monthly basis (with revolving balances of $1000 to $89,000,000).
Administered and booked daily wire transactions for 39 Bank Accounts.
Processed month-end journal entries to record various accruals.
Conferenced and met with cross-departmental supervisors and members of management each month to inform and adjust G/L discrepancies.
Key Accomplishments:.
Researched and audited three years of financial data left unresolved by previous analyst.
Reconstructed business records for all three years by verifying transactions and correcting variances.
Launched and oversaw a six month investigation process to identify the status of over 42,000 aged outstanding checks which resulted in an $800,000 reduction of liability in the current year's Accounts Payable and Tax Accounts.

01/1992 to 01/1993

Customer Service Phone AssociateOFFICE DEPOT － City , STATE

Responded to customer in-bound phone calls averaging 122 per day.
Efficiently created customer accounts, carried out product order requests, initiated product return/ replacement requests, and resolved customer disputes.
Key Accomplishment:.
1993 Call Center Response Contest Winner.
Answered more customer calls while fulfilling more customer requests than any member in my sixty member team.

Education

1999

Bachelors of Science: AccountingUNIVERSITY OF DENVER － City, StateAccounting

1990

Associates Degree: Visual CommunicationsCOLORADO INSTITUTE OF ART － City, StateVisual Communications

Skills

Call Center Customer Service,
Primary and Replacement Order Placement
Distribution Center and Delivery Hub Order Tracking
Returns Processing
Credit Processing'
UPS and Freight Pick-up Processing

Resume Overview

School Attended

UNIVERSITY OF DENVER
COLORADO INSTITUTE OF ART

Job Titles Held:

Support Associate
Texas Furniture Associate
Full Service Associate
Accounting Analyst
Customer Service Phone Associate

Degrees

Bachelors of Science : Accounting
Associates Degree : Visual Communications

Support Associate Resume Example

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