C'rena Mitchell
Griffin,GA
Summary
Experienced Customer Service and Data Entry Professional with over 10 years of expertise in providing exceptional customer support and handling data entry administration. Demonstrated ability to manage customer inquiries, resolve order discrepancies, and provide operational support across various platforms. Adept at mentoring and training new employees, and consistently delivering high levels of service within fast-paced environments. Strong attention to detail, excellent verbal and written communication skills, and outstanding problem-solving abilities. Proven success in managing both remote and in-office teams, with expertise in a variety of business systems and processes.
Overview
14
14
years of professional experience
Work History
CSS Front-Line Senior Coordinator
Johnson & Johnson
10.2022 - Current
- Manage complex order processing, including coordinating product shipping and delivery.
- Resolve customer issues related to data integrity, shipping discrepancies, and promotional management.
- Provide helpline support to other associates, answer questions, and escalate complex issues to the training team.
- Ensure compliance with regulatory bodies (e.g., GMP, SOX, FDA) and maintain detailed records.
- Generate and analyze daily, weekly, and monthly reports to detect trends and address deviations.
Coordinator, Customer Service Support
Johnson & Johnson
06.2017 - 10.2022
- Delivered superior customer service to internal and external clients in a timely and professional manner.
- Addressed and resolved order issues and escalated unresolved matters to the appropriate subject matter experts.
- Processed warranty tasks, returns, and resolved exceptions through effective cross-functional collaboration.
- Managed and initiated returns, including the issuance of RGAs and follow-ups on open cases.
Customer Service Representative
Johnson & Johnson
08.2012 - 06.2017
- First point of contact for customer inquiries, answering over 30 calls daily and managing escalated order issues.
- Processed orders via multiple channels (phone, mail/fax, EDI, SAP) while ensuring adherence to company policies.
- Led a daily distributor report project and resolved multiple order issues simultaneously.
- Co-led the Emergency Email Team and participated in the Emergency After-Hours Team to handle critical issues.
- Managed inbound calls, tracked packages, and provided status updates to customers.
Data Entry Specialist
Bank of America
06.2011 - 02.2012
- Supported data entry operations for both branch and home office teams.
- Analyzed and researched data discrepancies and communicated with stakeholders to resolve issues.
- Entered financial data related to 401k plans, loans, payrolls, and other financial records into internal systems.
- Processed payroll and loan applications while maintaining accurate records across various platforms.
Education
Certificate -
Everest Institute
South Plainfield, NJ10-2009
General Business Certification -
Edison Job Corps
Edison, NJ06-1999
Skills
- Typing Speed: 90 WPM
- Microsoft Office Suite (Excel, Word, PowerPoint, Outlook)
- SAP
- EDI/GHX My Exchange Portal
- Excel (Advanced)
- Ordering & Purchasing Systems
- Facsimile & Microsoft XP PI
- Word Perfect Tracking
- Team leadership
- Project management
Accomplishments
- Volunteer and Morale Boosting Committee Lead
- Work-from-Home Team Lead
- Email Management and After-Hours Co-Lead
Timeline
CSS Front-Line Senior Coordinator
Johnson & Johnson
10.2022 - Current
Coordinator, Customer Service Support
Johnson & Johnson
06.2017 - 10.2022
Customer Service Representative
Johnson & Johnson
08.2012 - 06.2017
Data Entry Specialist
Bank of America
06.2011 - 02.2012
Certificate -
Everest Institute
General Business Certification -
Edison Job Corps
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