EVELINE DORMEVIL
CUSTOMER SERVICE REPRESENTATIVE
Linden,NJ
Summary
Self-motivated and dependable while achieving high performance with minimal supervision. Experienced Customer Service with excellent client and project management skills. Action-oriented with strong ability to communicate effectively with technology, executive, and business audiences. Demonstrated the ability to complete tasks accurately despite interruptions and competing demands.
Overview
17
17
years of professional experience
Work History
Customer Service Representative
Ascent/ Sanofi Pharmaceutical
Bridgewater, NJ
06.2019 - Current
- Provided primary customer support to internal and external customers in fast-paced environment.
- Entered customer interaction details in Siebel to track requests, document problems and record solutions offered.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Assisted patient with replacement request, shipping and special order requests, and arranging product pick-up at other locations.
- Responded to customer requests for products, services and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Updated account information to maintain customer records.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Collected and analyzed customer information to prepare product or service reports.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
Senior Customer Care Executive
CES/FujiFilm
Edison, NJ
10.2014 - 05.2019
- Direct and coordinate activities of departments concerned with production, pricing, sales, or distribution of product.
- Review financial statements, sales and activity reports and other performance data measure productivity and goal achievement and to determine areas needing cost reduction and program improvement.
- Addressed and resolved customer product complaints empathetically and professionally.
- Accurately documented, researched and resolved customer service issues.
- Prepared reports and communication for senior management and clients.
- Provide guidance, leadership and motivation to promote maximum performance.
- Exercises sound judgment in issuing credits and making exceptions to customer policies to maintain high levels of customer satisfaction.
- Attended team meetings each month to voice concerns and offer constructive feedback to others.
- Informed customers about all product lines and services offered by the company.
- Strengthened customer relationships by listening to customer concerns and giving priority to service requirements.
- Developed and implemented customer care policies, procedures and regulations necessary to satisfy customer base.
- Delivered prompt service to prioritize customer needs.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
Senior Customer Service Representative III
Echostar Corp
Pine Brook, NJ
06.2002 - 10.2011
- Dishnetwork/EchoStar Communication Provided support to sales team, ensuring all sales and service objectives were met.
- Responsible for customer service in digital equipment division, duties included answering customer queries, problem solving and providing detailed information on new products.
- Worked with new customers in development of new accounts and implementation of new systems.
- Assisted in training of new customer service representatives and associates.
- Increased sales by 17% over two-year period.
- Delivered exceptional level of service to each customer by listening to concerns and answering questions.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Updated account information to maintain customer records.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Contacted clients to verify account information and maintain accuracy, resulting in 100% increase in client satisfaction.
Education
Associate of Applied Science - Administrative Support
Union County College
2014
Skills
- Report preparation
- Inbound and Outbound Calling
- Professional telephone demeanor
- Shipping procedures understanding
- Medical terminology knowledge
- Good listening skills
- Administrative support
- Multitasking and Prioritization
- Upbeat and Positive Personality
- Verbal and Written Communication
- Customer Data Confidentiality
- De-escalation Techniques
- Building Customer Trust and Loyalty
- Creative Problem Solving
- Administrative and Office Support
- Strong Analytical and Problem Solving Skills
Accomplishments
- Consistently commended by superiors for resolving volatile customer situations quickly and courteously.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Conflict Resolution Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
Timeline
Customer Service Representative
Ascent/ Sanofi Pharmaceutical
06.2019 - Current
Senior Customer Care Executive
CES/FujiFilm
10.2014 - 05.2019
Senior Customer Service Representative III
Echostar Corp
06.2002 - 10.2011
Associate of Applied Science - Administrative Support
Union County College
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