ALICIA OLIVER
Milwaukee,WI
Summary
I am seeking full-time employment as a customer service representative where I can both exercise and advance my skill set. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
5
5
years of professional experience
Work History
CUSTOMER SERVICE REPRESENTATIVE
JEFFS FAST FREIGHT
09.2020 - 06.2022
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services and company information.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Investigated and resolved customer inquiries and complaints quickly.
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction 100%.
- Resolved issues over phone with customers daily.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Educated customers about billing, payment processing and support policies and procedures.
- Facilitated inter-departmental communication to effectively provide customer support.
- Investigated and resolved accounting, service and delivery concerns.
- Answered average of 100 calls, emails per day, addressing customer inquiries, solving problems and providing product information.
- Handled over 100 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
- Promised best prices for customer services and maintained accuracy when determining quotes.
Customer Service Representative
Ace Worldwide
06.2018 - 08.2019
- Opened and Maintained Accounts by Accurately Inputting Customer’s Information.
- Scheduled and Coordinated All Relocations Services with Surveyors, Salesmen, Dispatchers, Drivers, and 3rd Party Vendors by Email and Follow Up with Phone Calls.
- Generate Estimates for Cost of Moving and Deliver Them to Customer Account Holder.
- Report All Services to Account Holder for Approval.
- Resolve Issues and Problems with Accurate and Valid Information.
- Collect, Analyze, Resolve Discrepancies, and Process All Serviced Invoice for Accurate Billing.
- Answer High Incoming Calls and Keep Records of All Customer and Account Interactions on File.
- Responded to customer requests for products, services, and company information
Shipping & Receiving Clerk
GRAFF FACETS
11.2017 - 05.2018
- Provide superior customer service in everyday activities with internal and external customers via phone, and email(25-50 per day).
- Coordinate set up of new accounts.
- Create, analyze, edit and distribute weekly/monthly customer reports.
- Prepare, process, and enter high volume (100) of sales orders.
- Maintain/create databases and forms.
- Clerical activity such as Special projects, issuing product returns/credits/debits.
- Research for payment discrepancies, shortages, over shipments, checking available stock, tracking shipments, updating customers on existing orders, etc.
- Investigated and adopted optimal shipping and receiving strategies by selecting the best carriers, routes, and methods to minimize costs and enhance schedules
Customer Service Representative
Meade
07.2022 - 02.2023
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Scored in top 98% of employees for successful Training and Multi System Operations .
- Effectively communicated with customers about account changes, new gas meters products or services and potential upgrades.
- Handled multiple customers in fast-paced call center setting in coordination with solid team of 7 customer service associates.
- Entered orders into computer database system.
- Effective liaison between customers and internal departments.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction 100%.
- Maintained up-to-date knowledge of product and service changes.
- Met customer call guidelines for service levels, handle time and productivity.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
- Handled over 100 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
- Sought ways to improve processes and services provided.
- Acted as first point of contact and set appointments for prospective clients.
- Handled complaints and questions, and re-directed calls to other team members.
- Received in-bound calls and initiated out-bound daily calls to introduce customers to products and services offered.
- Assisted office team by making phone calls, copies and appointments.
Education
Bachelor of Arts -
Grand Canyon University
Phoenix, AZ01.2023
Skills
- Inbound and Outbound Calling
- Order Fulfillment
- Professional telephone demeanor
- Multi-line phone talent
- Billing experience
- Order Entry
- Customer service support
- Filing
- Shipping and Receiving Understanding
- POS Systems Expertise
- Customer Consulting
- Multi-Line Phone Talent
- Typing Proficiency
- Order Processing
- Call Center Operations
- Invoice Preparation and Processing
- Research
- Interpretation and Translation Services
- Spreadsheets
- High-Volume Environments
- Written and Oral Communications
- Customer Satisfaction
- Online Systems
- Documenting Calls
- Scripted Calls
- Customer Data Confidentiality
- Call Volume and Quality Metrics
- Efficient Data Entry
Timeline
Customer Service Representative
Meade
07.2022 - 02.2023
CUSTOMER SERVICE REPRESENTATIVE
JEFFS FAST FREIGHT
09.2020 - 06.2022
Customer Service Representative
Ace Worldwide
06.2018 - 08.2019
Shipping & Receiving Clerk
GRAFF FACETS
11.2017 - 05.2018
Bachelor of Arts -
Grand Canyon University
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