SAP, Microsoft Outlook 365, Sales Force, C4C, Teams, Cisco Jabber
Natasha Pereira
Lawrenceville,GA
Summary
Hardworking Customer Service Representative gifted at providing amazing service to customers and peers. Organize and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
12
12
years of professional experience
Work History
Customer Service Sr. Representative
Avantor Inc
10.2012 - Current
- Maintains and attracts potential customers by handling inbound sales and customer communication (emails, calls, click-to-chat) relating to service status or challenges, concerns, issues within the network.
- Handles inbound sales and customer communication (calls, emails, click to chat) in the processing, expediting, and troubleshooting of customer orders.
- Owns the customer request and experience from initiation to conclusion.
- Processes, via computer, all customer requests. Utilizes multiple and often complex systems, programs, and monitors in order to research information.
- Researches and resolves customer issues, expedites back orders, handles requests for returns and other special requests. Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
- Proactively interacts with outside sales force to ensure regular communication on pricing and other customer concerns. Provides high-level, quality service, closely aligned with sales, to enable sales growth.
- Follows up with Sales Department, suppliers, and customers on any outstanding issues.
- Looks for opportunities to provide solutions.
- Makes recommendations on areas for process improvement.
- Make decisions based on policies and past precedence, seeking guidance as necessary.
- Accountable to performance metrics such as schedule adherence, productivity standards and quality standards.
- Performs other duties as assigned.
- Cross-trained new employees and backed up other trainers.
- Respond proactively and positively to rapid change.
- Investigate and resolve customer inquiries and complaints quickly.
- Educate customers about billing, payment processing and support policies and procedures.
- Work on several projects within the department when needed.
- Manage timely and effective replacement of damaged or missing products.
- Backup representative for Science Education Department, ex. Wards and Sargent Welch.
- Meet customer call guidelines for service levels, handle time and productivity.
- Recommend and obtain an alternate for an out-of-stock product based on customer requests.
Education
Associate of Applied Science - Telecommunications
Devry University
New Brunswick, NJ06.2002
Associate of Applied Science - Business Computer Information System
Union County College
Cranford, NJ06.1998
Skills
- Strong communication skills, both verbal and written
- Ability to work with members of the immediate team, as well as employees in other departments, while demonstrating the ability to work independently
- Proven problem-solving skills and resourcefulness
- Ability to manage multiple priorities in a fast-paced and complex environment
- Good organization and time management skills
- Attentive and active listening abilities
- Ability to maintain composure and positive attitude during difficult times
- Intermediate computer skills; Able to work in multiple systems concurrently, often using multiple monitors
Software
Timeline
Customer Service Sr. Representative
Avantor Inc
10.2012 - Current
Associate of Applied Science - Telecommunications
Devry University
Associate of Applied Science - Business Computer Information System
Union County College
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