Summary
Overview
Work History
Education
Skills
Certification
Career Overview
References
Timeline
Generic

Christa Epps

Winston Salem,North Carolina

Summary

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.

Overview

5
5
years of professional experience
2
2
years of post-secondary education
1
1
Certification

Work History

Sales Customer Service Representative

PepsiCo
01.2021 - Current
  • Contributes to PepsiCo Foodservice success providing support to entire Pepsi Direct Selling Team, field partners and handing service/delivery issues, also being responsible for handling Foodservice Distributors, Vend Distributors, Vend Operators and Specialty Accounts, establishing and maintaining Gold Standard business relationships
  • Process orders via Electronic Data Interchange, phone, efax and email with a focus on Keying Accuracy, Load Optimization and Upselling
  • Scheduling dock times and understanding pallet configurations
  • Account Management: Maintain customer database, daily call list execution, maintain active customer communication of order status, order revisions, product availability, backorders, delivery schedules, holiday schedules, special incentives
  • Use issue resolution follow-up to handle a wide variety of questions, and customer service needs with seamless coordination and communication
  • Use of Access, Sap ECC Sap S4 Hanna, Genesys Cloud Phone System, Shared Drive and Share Point, Siebal, Spotlight and Retalix Web Scheduling and Emailtopia.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike

Customer Care Advocate

PepsiCo
06.2019 - Current
  • Interact empathetically with customers and field personnel in a call center environment in response to equipment malfunctions and service requests
  • Gather and validate account and equipment information to determine the issue by analyzing the symptoms
  • Research and document service-related issues, escalations, and missed commitments to deliver seamless communication leading to resolution
  • Follow standardized procedures to deliver world class customer service and first call resolution.

Foodservice Coordinator Job Enrichment

11.2020 - 01.2021
  • Completed job enrichment working with the West Activation Team led by Emily Peppler
  • Partnered with local CIAs, PepsiCo Direct, Field Sales, CM and customers on new account activation/maintenance
  • Input forms for new customers including resale certificates and pricing
  • Learned how to utilize additional PepsiCo applications including Siebel, Masterfile’s, CDM, and BI Selling Dashboard.
  • Completed bi-weekly payroll for employees
  • Managed project timelines for successful completion, ensuring milestones were met and deadlines were adhered to
  • Enhanced customer satisfaction by responding promptly to inquiries and addressing concerns professionally

Education

Business Administration/Marketing - Interdisciplinary Studies

Winston Salem State University
Winston-Salem, NC
03.2024 - 05.2026

Skills

    Complaint resolution

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Certification

Diploma in Customer Service

Career Overview

Over 20 years of management experience exhibiting excellent leadership, customer service, and communication skills. Energetic, committed, and motivated with exceptional customer-relation and decision-making skills. Strong work ethic, professional demeanor, and great initiative. Ability to work independently or as part of a team to meet project deadlines. Multicultural awareness with a high level of adaptability. Skilled in working with a diverse group of people.

References

References available upon request.

Timeline

Business Administration/Marketing - Interdisciplinary Studies

Winston Salem State University
03.2024 - 05.2026

Sales Customer Service Representative

PepsiCo
01.2021 - Current

Foodservice Coordinator Job Enrichment

11.2020 - 01.2021

Customer Care Advocate

PepsiCo
06.2019 - Current

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Christa Epps