SAP
Devoratt Martinez
Customer Service Order Management Specialist
Freeland,PA
Summary
Personable Customer Service Representative offering 8.5 years of experience resolving account and service concerns for customers. Smoothly uncovers and solves challenges while promoting company products and maintaining loyal, satisfied customers. Focused on surpassing expectations and driving team success.
Overview
5
5
years of professional experience
1
1
Language
Work History
Customer Service Assistant
Citterio USA
Freeland, PA
02.2018 - 04.2020
- Established strong vendor relationships to maintain and support business.
- Prepared interesting and innovative visual displays to grab customer interest and promote sales.
- Used SAP to keep track of client information and orders, update accounts and monitor shipments to obtain and relay real-time information.
- Processed and handled customer complaints, answering questions and providing alternative solutions.
- Informed customers by mail or telephone of order information such as unit prices, shipping dates and anticipated delays.
- Informed supervisors and coworkers of inventory needs and double-checked supplies before completing customer orders.
- Created shipping and invoicing documents with accurate customer, destination and materials information to meet shipper standards and identify any hazardous contents.
- Double-checked customer orders and information before filling out order forms to prevent unnecessary delays and errors.
- Managed 50 incoming calls each day with utmost professionalism and knowledgeable service.
Customer Care Agent
Hansen Technologies (formerly PPL Solutions)
Hazleton, PA
10.2012 - 11.2014
- Resolved concerns with products or services to help with retention and drive sales.
- Leveraged sales expertise to promote products and capitalize on upsell opportunities.
- Analyzed customer feedback for process improvements to achieve long-term business objectives.
- Communicated with clients regarding account services, statements, and balances.
- Facilitated inter-departmental communication to effectively provide customer support.
- Handled over 50 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
Bi-Lingual Sales Customer Service Representative
Penn Warranty Corporation
Sugar Notch, PA
08.2009 - 12.2009
- Answered and directed calls to manage customer accounts, respond to service queries and cancel accounts.
- Handled customer inquiries and high volume calls to solve billing and ordering problems, independently resolving 70% of issues.
- Stayed current on company offerings and industry trends.
- Selected correct products based on customer needs, product specifications and applicable regulations.
- Negotiated prices, terms of sales and service agreements.
- Facilitated sale of used car warranties to customers.
- Processed and recorded new contracts and repair claims.
- Prepared insurance claim forms or related documents and reviewed for completeness.
- Performed other assigned duties such as filing paperwork, data entry, and office cleanliness.
Education
Some College (No Degree) - General Studies
Luzerne County Community College
Nanticoke, PA 10.2016 - 04.2017
High School Diploma -
E.L Meyers Junior Senior High School
Wilkes Barre, PA 06.2006 - 06.2006
Skills
Inbound and outbound calling
Complaint resolution
Technical Support
Strategic sales knowledge
Account management
Money handling abilities
Multi-line phone talent
Creative problem solving
Professional telephone demeanor
Administrative support
Software
Costco Traffic
UPS
Timeline
Customer Service Assistant
Citterio USA
02.2018 - 04.2020
Some College (No Degree) - General Studies
Luzerne County Community College
10.2016 - 04.2017
Customer Care Agent
Hansen Technologies (formerly PPL Solutions)
10.2012 - 11.2014
Bi-Lingual Sales Customer Service Representative
Penn Warranty Corporation
08.2009 - 12.2009
High School Diploma -
E.L Meyers Junior Senior High School
06.2006 - 06.2006