MADISON PEREZ
Olmsted Falls
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
The Lubrizol Corporation
12.2022 - Current
- Manages and maintains multiple customer accounts.
- Supports and collaborates with Regional Sales Managers (RSM) worldwide, and tracks part numbers.
- Manages extremely heavy volume of e-mails on a daily basis for communications with employees, customers and Regional Sales Managers (RSM) worldwide
- Confirms accuracy of new orders by comparing purchase order, customer drawing, terms, revision levels, dimensions, materials, unit prices, lead times/shipping date, anticipates possible delays, and proactively plans for every order
- Manages customer inventory levels for product on consignment and Kanban programs
- Computes price, discount, sales representative's commission, and shipping methods as required
- Specifies if special labeling is required for shipment and in some instances supplies to the shipping department
- Receives and delegates customer complaints
- Confers with production, shipping, warehouse employees or checks in common carrier websites to trace missing or delayed shipments
- Submits shipping documents to all international customers daily
- Compiles statistical data and prepares various reports for management including maintaining the purchase order log and tracking data for On-Time-In-Full (OTIF) matrix on a daily basis
- Maintains accurate customer name and addresses on database
- Provides inside sales support to customers without a dedicated RSM
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Organize team building events
Server
Fast Eddie's
Parma
04.2025 - 05.2025
- Provided exceptional customer service to enhance dining experiences.
- Managed food and beverage orders accurately and efficiently.
- Collaborated with kitchen staff to ensure timely meal delivery.
- Maintained cleanliness and organization of dining area and utensils.
- Assisted in training new servers on restaurant policies and procedures.
- Addressed customer inquiries and resolved issues promptly.
- Supported special events by setting up dining arrangements effectively.
- Performed opening and closing duties such as setting up the dining area, restocking supplies.
- Took orders from customers accurately and in a timely manner.
- Handled money transactions accurately while following company procedures for handling cash payments.
- Operated POS terminals to input orders, split bills, and calculate totals.
- Greeted customers, answered questions, and recommended specials to increase profits.
Patient Service Specialist
Cleveland Clinic - Lakewood Emergency Department
03.2021 - 12.2022
- Leading department in volunteer opportunities
- Helping to create a memorable and satisfactory experience for patients
- Maintaining composure in fast-paced emergency department
- Improved patient satisfaction by providing efficient and friendly service during check-ins, registrations, and scheduling appointments.
- Ensured HIPAA compliance by maintaining strict confidentiality of patient information while handling sensitive documents.
- Conducted regular audits of patient charts to identify discrepancies or missing information, contributing to the overall quality improvement efforts within the clinic setting.
- Educated patients on available resources such as financial assistance programs or support groups related to their specific medical conditions.
- Adapted quickly to changing policies or procedural updates within the clinic, maintaining consistent levels of efficiency and accuracy in daily tasks.
- Kept waiting areas clean and organized, creating a welcoming environment for patients during their visit.
- Built and maintained positive working relationships with patients and staff.
Barista
Starbucks
10.2020 - 03.2021
- Provide consistent high-quality beverages based on customer preferences
- Convey positive attitude in all situations
- Maintained a clean and organized workspace for optimal productivity and safety.
- Educated customers on coffee offerings, promoting upselling opportunities and enhancing their overall experience.
- Managed time effectively to balance both front-of-house tasks and back-of-house responsibilities during busy periods.
- Promoted a welcoming atmosphere by greeting customers with a friendly demeanor and promptly addressing their needs.
- Memorized recipes for specialty coffee beverages and seasonal offerings.
Director of Operations
Chick-fil-A
03.2017 - 10.2020
- Managed day-to-day store operations
- reviewed and responded to feedback from customers to resolve the issue and identify opportunities for improvement
- monitored sales, labor hours, and inventory and waste metric reports to ensure operational efficiency
- input invoices and process supplier payments
- interviewed job applicants and trained new hires
- coached team members and issued corrective action when needed
- initiated marketing strategies to drive store sales
- assisted team by performing Manager and Team Member functions as needed
Manager
Chick-fil-A
08.2017 - 08.2019
- Led shift huddles to review goals and assignments
- monitored quality to ensure customer satisfaction
- resolved escalated customer issues
- provided feedback and retrained associates as needed
- reconciled cash drawer and recorded sales in software
- provided on-call coverage as needed
- processed large catering orders to ensure accuracy and quality
- coordinated and staffed marketing events (i.eFairs, Food Truck, Conventions, etc.)
- engaged associates by creating sales contests, birthday celebrations, and providing treats
- assisted team by performing Team Member function as needed
Team Member
Chick-fil-A
03.2017 - 08.2017
- Provided exemplary guest services
- greeted guests
- rang up orders and prepared food
- performed register cash handling transactions
- maintained clean and orderly work environment
Education
High School -
Boardman High School
Youngstown, OH01.2019
Some college (No degree) -
Cuyahoga Community College Western Campus
Cleveland, OHSkills
- Process Improvement
- Leadership
- Online Advertising
- Problem Solving
- Team Building
- Customer Satisfaction
- Quality, Health, Safety, and Environment
- Project Planning
- Data Entry
- Employee Training
- Volunteering
- Microsoft Excel
- Organization Skills
- Time Management
- Product ordering
- Excellent communication
- Report Generation
- Computer Proficiency
- Spreadsheets
Timeline
Server
Fast Eddie's
04.2025 - 05.2025
Customer Service Representative
The Lubrizol Corporation
12.2022 - Current
Patient Service Specialist
Cleveland Clinic - Lakewood Emergency Department
03.2021 - 12.2022
Barista
Starbucks
10.2020 - 03.2021
Manager
Chick-fil-A
08.2017 - 08.2019
Director of Operations
Chick-fil-A
03.2017 - 10.2020
Team Member
Chick-fil-A
03.2017 - 08.2017
High School -
Boardman High School
Some college (No degree) -
Cuyahoga Community College Western Campus