Susan York
Carver,MA
Summary
Skilled customer representative committed to addressing customer concerns with speed, accuracy and professionalism.
Driven Customer Support Representative with over twenty years of experience. Problem solver promoting customer satisfaction by resolving concerns and answering questions. Friendly personality improves customer retention and team building.
Overview
15
15
years of professional experience
Work History
Customer Success Agent
Safety Kleen/Clean Harbors
04.2024 - 10.2024
- Taking incoming calls for inside sales and customer service
- Order placement, entry, documentation and tracking: communication product delivery schedules with customers as appropriate, using Salesforce and other software
- Develop and maintain customer records, including activities, cases, orders, opportunities and leads
- Customer issues resolution, including payment processing, document retrieval, account updates, order taking and escalations
Customer Service Representative II
Safety Kleen/Clean Harbors
11.2019 - 04.2024
- Manage 40-60 inbound phone calls
- Placing services for customers in Salesforce
- Send requested documents by email to customers
- Payment processing
Billing Representative
Clean Harbors
07.2015 - 11.2019
- Responsible for crosschecking and reconciling scanned worksheets and manifest
- Interface with sales and customer service frequently
- Compute daily totals for both invoiced and previewed orders
- Interact with other department(s) to resolve billing issues
- Invoice thousand jobs per month
Customer Service Representative II
Covidien
02.2010 - 11.2014
- Manage phone calls inbound and outbound
- Place standard and expedited orders using JDE One System
- Processed returns due to shortages, damage or overstock
- Researched product availability and release dates on back ordered products
- Provided product information, utilizing the product catalog and Team Leaders, and Product Managers as resources
Education
Diploma -
Brockton High School
Skills
- Customer service excellence
- Credit card payment processing
- Multitasking
- Order Documentation
- Professional telephone demeanor
- Trained in Salesforce
Accomplishments
- Call Quality Award, 07/01/13
Call Quality Award -
Covidien 3rd Quarter 2013
Timeline
Customer Success Agent
Safety Kleen/Clean Harbors
04.2024 - 10.2024
Customer Service Representative II
Safety Kleen/Clean Harbors
11.2019 - 04.2024
Billing Representative
Clean Harbors
07.2015 - 11.2019
Customer Service Representative II
Covidien
02.2010 - 11.2014
Diploma -
Brockton High School
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