Erika Cousino
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
7
7
years of professional experience
Work History
Customer Service Specialist IV
Parker Hannifin Corp.
07.2022 - Current
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Managing all VMI customers for my facility as well as their aftermarket requirements
- Responsible for tracking and maintaining inventory
- Quoted pricing for parts customers inquired about
- Reduced response time for customer inquiries by streamlining communication processes.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Collaborated with team members to create effective strategies for improving overall customer experience.
- Working with multiple divisions/expeditors to maintain inventory
- Entering 100 plus Purchase Orders a week
- Worked closely with our expeditor to meet customer expectations + prevent line downs.
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Efficient in POES, PSO, Excel, Word,Precision and OEC
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive
- outcomes.
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
- Bilingual
- Performed data entry for shipments and orders
- Responded to claim inquiries
- Handles international orders for my PSC
- Assisted customers with a warm and professional attitude
Employment Recruiter
Total Staffing Solutions
08.2017 - 07.2020
- Enhanced candidate pool by utilizing various sourcing methods, including job boards, social media, and referrals.
- Streamlined interview process for efficiency by implementing structured interview techniques and guidelines.
- Interviewing and hiring employees; planning, assigning and directing work; appraising performance;rewarding and disciplining employees; addressing complaints and resolving problems.
- Negotiated competitive salary packages with candidates to secure top talent while staying within budget constraints.
- Organized job fairs and campus recruiting events to attract a broader range of potential candidates for open positions.
- Built strong relationships with internal and external candidates to ensure an excellent hiring experience.
- Advertised job opportunities on social media platforms and job boards.
- Collaborated with managers to identify and address employee relations issues.
- Reduced time-to-hire with proactive recruitment strategies, such as targeted outreach and networking events.
- Conducting reference-background checks as well as drug screens
- Improved client satisfaction by maintaining regular communication and providing progress updates on recruitment efforts.
- Ability to communicate with all kinds of people with different work backgrounds
- Collaborated with hiring managers to develop accurate job descriptions and required qualifications for open positions.
- Filling of I9 & W-4s/hire paperwork
- Basic payroll experience: collecting and entering time sheets and making necessary payroll adjustments
- Recruiting calls daily and setting up interviews weekly
- Second place out of all employees within the 6 branches for filling of orders. Received 3 pay increases due to performance.
- Administrative/HR skills. Solving issues or providing assistance with clients or employees
Customer Service Representative
FTD.com
10.2016 - 06.2017
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Handled customer inquiries and suggestions courteously and professionally.
- Answered constant flow of customer calls with minimal wait times.
- Placed orders and would up-sell bouquets for any special occasion.
- Handled drop ship orders and operating UPS/FED EX system.
- Specialized/Trained in handling USAA orders/calls and providing US Military and their family members with the absolute best experience
- Received recognition for excellent customer service
- Trained in using POS system for incoming orders and handled a high volume of calls
Education
GED -
Glenbard East High School
Lombard, IL09.2013
Skills
- Price Quotes
- Customer Order Management
- Account Management
- Customer Retention
- Complaint Resolution
- Telephone Etiquette
- Problem Resolution
- Customer Service
- Customer Relationship Management
- Good Communication Skills
- Conflict Mediation
- Customer Relations
- Excellent Written and Oral Communication
- Call Center Experience
- Written Communication
- Attention to Detail
- Social Media Management
- Problem Solving
- Decision Making
- Positive Attitude
- Multitasking
- Time Management
- Complaint Handling
- Active Listening
- Call Management
- Data Entry
- Critical Thinking
- Microsoft Outlook
- Order Fulfillment
- Stock Management
- Spreadsheets
- Document Control
- Order Processing
- Shipping Procedures Understanding
- Credit Adjustments
- POS Systems Expert
- Client Relations
- Staff Training
- Spanish/Translating
Languages
Spanish
Full Professional
Timeline
Customer Service Specialist IV
Parker Hannifin Corp.
07.2022 - Current
Employment Recruiter
Total Staffing Solutions
08.2017 - 07.2020
Customer Service Representative
FTD.com
10.2016 - 06.2017
GED -
Glenbard East High School
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