Linda Robertson
Los Angeles,Ca
Summary
Dedicated and highly qualified professional customer service representative offering years of extensive experience in direct record-high customer satisfaction and support roles. Provide excellent customer care/communications, problem solving, relationship building and user training and support. Demonstrate vigorous leadership and enthusiastic commitment to customer service as a key driver of company goal attainment. Well organized and reliable in handling multiple tasks while maintaining an orderly efficiency of operations.
Overview
27
27
years of professional experience
Work History
Customer Service Representative II
Clean Harbors Environmental
Rancho Dominguez, Ca
11.2017 - Current
- Monitor worksheets for accuracy and completion prior to entry
- Create paperwork for all scheduled jobs and ensure accuracy prior to use on-site or in the field
- Add profiled waste to all orders prior to pick up and ensure profiles are properly priced via the quote or contract
- Create appropriate job-related purchase orders
- Assure daily billing of the business with expectation that billing is accomplished each day and is consistent each week and respond in a timely manner to all billing issues/questions on unbilled reports
- Review open sales orders and closes where appropriate
- Complete and submit short pay and credit rebill requests
- Set up new customers that result from incoming service requests and ensure customer information is accurately input
- Work closely with collectors, account managers to assure accounts are set up properly for the customers
- Work closely with collectors and Regional Finance Manager to assure proper extension of credit to customers
- Monitor worksheets for accuracy and completion prior to entry
- Create paperwork for all scheduled jobs and ensure accuracy prior to use on-site or in the field
- Add profiled waste to all orders prior to pick up and ensure profiles are properly priced via the quote or contract
- Create appropriate job-related purchase orders
- Assure daily billing of the business with expectation that billing is accomplished each day and is consistent each week and respond in a timely manner to all billing issues/questions on unbilled reports
- Review open sales orders and closes where appropriate
- Complete and submit short pay and credit rebill requests
- Set up new customers that result from incoming service requests and ensure customer information is accurately input
- Performs other duties and tasks as assigned from time to time by management and will be required by the needs of the Clean Harbors business
Customer Support Specialist
Stericycle Environmental
Inglewood, CA
01.2013 - 11.2017
- Communication Solutions based while serving as an advocate for customer needs
- Communicates with customers and outside sales personnel and answers questions on pricing, quotations, customer order status, delivery schedules
- Assists with customer problems and/or complaints and, after examining all pertinent information, initiates appropriate action to resolve routine problems
- Remains knowledgeable on all customer service territories and provides coverage for the various sales territories during vacation or any time loss to ensure optimum customer service
- Schedules shipments to meet customer needs in a cost-effective manner, including combining orders geographically and minimizing back orders
Senior Customer Support Specialist
Philip Services Corporation
Inglewood, CA
09.2008 - 03.2012
- Telephonically works with customers and various departments and sources to ensure customer’s satisfaction with service and waste transportation and acceptance in accordance with applicable regulations and PSC policies, practices and procedures
- Communicates with customers, brokers and outside sales personnel and answers questions on pricing, profiling, quotations, order status, delivery schedules, competitive pricing and future production
- Scheduling of inbound loads and outbound bulk liquid loads, treatment capabilities, regulation explanation, and coordination with sales group and other company departments
- Display strong and positive communications with all external clients and internal co-workers
- Interface with accounting, production and transportation to ensure successful, on-time pickups
- Maintain an average of 75 outbound calls weekly in effort to build clientele to company interested in product
- Create quotations for all new approvals, preapprovals and recertification
- Provide plant with job numbers to receive outside transporter’s deliveries into plant
- Responsible for scheduling inbound loads, putting together LTL runs for transportation and outbound bulk liquids from production.
Inside Customer Service /Inside Sales Specialist
Waste Management Corp
Long Beach, CA
09.1997 - 02.2008
- Maintains central filing system for customer records, coordinates customer mail outs and correspondence, and provides clerical support for industrial sales team
- Conduct activities to achieve budget revenue goals by increasing sell approximately 20% first year
- Responsible for more than 40 individual accounts
- Schedule appointments and reservations
- Support outside Sales Specialist in opening new accounts, upgrading existing service and prospecting leads by using sales tool as Dodge, McGraw-Hill and Blue Book
- Process payments from customer for service rendered credit card, checks or cash
- Quickly and effectively solve customer challenges
- Maintain quality control/satisfaction records, constantly seeking new ways to improve customer service
- Weekly reports generated using Microsoft Excel
- Maintain approximately 300 inbound calls and 100 outbound calls weekly
- Completed appropriate forms and data entry as required and forward necessary paperwork to proper location.
Education
Concentration in business studies -
Los Angeles Southwest College
05.2010
Skills
- Powerful telephone skills, able to establish immediate trust and confidence
- Troubleshooting/ Problem Solving
- Reports & Documentation
- Excellent listening skills and eager to learn
- Call Center Operations
- Technical/User Support
- Complaint Handling
- Up-Selling/Sales Support
- Ability to work under pressure
- Proven track record in developing and effectively nurturing senior level client relationships
- Excellent written, verbal and interpersonal skills
- Computer skills
- Microsoft Word, Excel, PowerPoint, Outlook
- Citrix, Preview, AS400 Commands/Queries/
- Win Web
- Sales forcecom (web-based Sales management tool)
References
Available Upon Request
Training
Completed numerous courses and seminars in customer service, sales strategies, inventory control, Computer Technology, time management, leadership, performance assessment
Timeline
Customer Service Representative II
Clean Harbors Environmental
11.2017 - Current
Customer Support Specialist
Stericycle Environmental
01.2013 - 11.2017
Senior Customer Support Specialist
Philip Services Corporation
09.2008 - 03.2012
Inside Customer Service /Inside Sales Specialist
Waste Management Corp
09.1997 - 02.2008
Concentration in business studies -
Los Angeles Southwest College