KENNITH D. GODFREY
Ultra Clean Holdings Inc.
25
Years of experience
Dedicated skilled professional with extensive experience in the energy and international shipping industries. Known for problem definition and solving skills, time management, and organizational effectiveness. Strong team player with excellent written and communication skills.
Work History
5 Years 1 Month
09.2021 - Current
5 Years 1 Month
Customer Service Representative/Account Manager
Ultra Clean Holdings Inc. | Missouri City, Texas
09.2021 - Current
- Communicated with customers and sustained business relationships using high-volume inbound and outbound phone calls and email correspondence.
- Investigated complaint root causes and improved process workflows to resolve complaints and minimize additional issues.
- Prepared, submitted, and finalized weekly replenishment orders for priority and high volume customers to support consistent inventory supply.
- Maintained customer business relationships through high-volume phone and email communication to support ongoing service needs.
- Communicated with regional sales team and resolved daily operational issues to support effective sales execution.
- Coordinated frequent communication with overseas manufacturing and marketing team using system workflow process to support timely resolution of customer inquiries.
- Resolved customer complaints by identifying root causes and streamlining processes to prevent further issues.
- Transitioned to permanent employee status at UCT in October 2022.
9 Years 1 Month
01.2011 - 02.2020
9 Years 1 Month
Dispute Analyst/Backline Query Handler
DHL Express | Houston, Texas
01.2011 - 02.2020
- Analyzed customer rates for various products and packaging to identify pricing discrepancies
- Conducted fraud investigations and tracked trends of repeated customer account issues
- Coordinated with sales, collections, customer service, and pricing analysts to ensure billing accuracy
- Allocated funds and applied payments.
- Performed payment research and mass applications
- Process refund checks for overpayment and unapplied cash
- Acted as a liaison between foreign operations and the United States for clearance disputes.
- Clarified foreign duties and taxes for customs clearance of international shipments
- Confirm that tariff and fees are applied correctly
5 Months
08.2010 - 01.2011
5 Months
Backline Query Handler
STAFFMARK AGENCY | Houston, Texas
08.2010 - 01.2011
- Performed data analysis of customer rates for variety of products and packaging
- Conducted fraud investigations and tracked trends of repeated customer account issues
- Coordinate with Sales, Collections, Customer Service, and Pricing Analysts to ensure accurate billing
- Responsible for allocating funds and payment applications
- Performed payment research and mass applications
- Process refund checks for overpayment and unapplied cash
- Served as liaison between foreign country operations and United States on clearance disputes
- Clarify foreign duty and taxes used to clear shipments thru customs worldwide
- Confirm that tariff and fees are applied correctly
8 Years 4 Months
06.2001 - 10.2009
8 Years 4 Months
Customer Care Analyst/Emergency Escalation Desk
RELIANT ENERGY (NRG) | Houston, Texas
06.2001 - 10.2009
- Proficient in Microsoft Office (Word, Excel, PowerPoint, Outlook)
- Responsible for the resolution of customer complaints and issues via telephone and email
- Handled enrollments/payments and escalated customer service for residential and commercial customers
- Served as Web Agent specializing in online support
- Responsible for data collection and trend analysis such as usage and rate plans
- Support the Emergency Especially Desk in performing customer retention research
Education
Business Administration
Mountain View College | Dallas, Texas | 06-2000
approximately 60 hours
Skills
Microsoft Word
PowerPoint
Excel
Outlook
SAP
Talisma
Kronos
Webship
Timeline
Customer Service Representative/Account Manager
Ultra Clean Holdings Inc.
09.2021 - CurrentRead more
Dispute Analyst/Backline Query Handler
DHL Express
01.2011 - 02.2020Read more
Backline Query Handler
STAFFMARK AGENCY
08.2010 - 01.2011Read more
Customer Care Analyst/Emergency Escalation Desk
RELIANT ENERGY (NRG)
06.2001 - 10.2009Read more
Mountain View College - , Business Administration
Read more