Debra Grey
Grand Rapids,MI
Summary
Experienced Customer Service Representative with over 16 years of expertise in client services, order processing, and issue resolution across multiple channels. Skilled in Microsoft Office and customer support escalation. Seeking a full-time position in Grand Rapids, MI, to leverage strong organizational and communication skills in delivering exceptional customer experiences.
Overview
17
17
years of professional experience
Work History
Lead Customer Service Representative
GFL Environmental
02.2023 - 01.2026
- Received customer inquiries using strong phone etiquette
- Created new accounts and managed customer cancellations efficiently
- Handled escalated customer issues as needed to ensure prompt resolution
- Resolved billing issues
- Processed customer payments
- Provided support through phone and email to address customer concerns
- Scheduled customer deliveries, pickups and extra services
- Reviewed collection accounts and completed collection calls
- Completed customer account credit adjustments and refunds
- Carried out CSR training for new hires
- Performed Daily post office duties: assured outgoing mail had proper postage, incoming mail sorted and given to correct departments
Senior Customer Service Representative
Red Creek Waste Services
06.2009 - 02.2023
- Invoicing for 10,000 customers using QuickBooks and WAM
- Entered customer payments and preparing daily bank deposits.
- Carried out CSR training
- Resolved service issues by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment
- Received customer inquiries using strong phone etiquette
- Created new accounts and managed customer cancellations efficiently
Education
Associate Degree in Business -
Baker College
Muskegon, MI06-2007
Skills
- Complaint handling
- Team member training
- Call management and phone etiquette
- Work prioritization
- Microsoft Word and Excel
- Communication skills
- Customer service
- Order processing
- Computer literacy
- Billing issue inquiries
Languages
English
Full Professional
Timeline
Lead Customer Service Representative
GFL Environmental
02.2023 - 01.2026
Senior Customer Service Representative
Red Creek Waste Services
06.2009 - 02.2023
Associate Degree in Business -
Baker College