Sylvia Cantu
Austin,TX
Summary
Desire to be part of a successful organization were I can utilize my sales and customer service experience to increase customer satisfaction, as well as, to represent an established company in a professional capacity.
Overview
14
14
years of professional experience
Work History
Client Support Professional
RRDonnelley
Monroe, WI
09.2021 - Current
- Provide all necessary support to sales/customer responding to client inquiries and requests received through various communication modes. Handle customer concerns/issues as needed in a timely manner.
- Dispute management, invoice reconciliation. Provide proof of delivery and order status upon request.
- Lead efforts to provide process documentation, workflows, and job aids for internal and external purposes.
- May make suggestions regarding workflow/process improvements to proposed jobs to maximize the benefits to both the customer and the company.
- Provide quality review of your own work and for other client care staff to ensure all information is accounted for and accurate before commencement of production.
- Process orders and change notices (also includes obtaining delivery commitments and special freight quotes) in related systems as required, ensuring job instructions are verified (including pricing and quotes) in the various manufacturing systems.
- Perform pricing and generate quotes.
- Verify composition or perform copy prep, as needed, for order processing purposes.
- Manage client inventory item maintenance in applicable systems, producing and analyzing reports.
- Coordinate all corrections and/or changes that occur during work-in-process through written and/or verbal instructions.
- Lead Corrective Action process on behalf of sales/customer including investigative root cause and actionable improvements
- May make recommendations to management regarding appropriate response to issues in the best interest of the customer and company.
- Data entry responsibilities, setting up new items and managing current inventories
- Act as a communication link between external customer and all internal departments
- Performs other related duties, and participates in special projects as assigned.
- Resolved customer inquiries in a timely manner, exceeding service-level agreements.
- Provided technical support to customers over the phone and via email.
- Analyzed customer issues to identify root cause and provided appropriate solutions.
- Conducted regular follow-up calls with customers to ensure their satisfaction with services provided.
- Documented all customer interactions in the company's database system.
- Investigated unusual or complex customer requests and escalated them as necessary to higher levels of expertise within the organization.
- Monitored incoming emails from customers regarding technical problems or product inquiries.
- Collaborated with other teams within the organization to provide comprehensive solutions for clients.
- Reviewed existing policies and procedures related to client support operations.
- Ensured that all customer inquiries were responded to promptly and accurately.
- Delivered high level of service to clients in effort to build upon relationships for future.
- Participated in weekly meetings with senior staff members discussing progress of ongoing projects.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
Customer Service Specialist II (American Heart Association Account)
Taylor Communications
Mesquite, TX
05.2010 - 05.2020
- Manage the day to day processes of billing to the AHA account
- Processed billing from Taylor Communications
- Order Entry
- Invoice Reconciliation
- Submittal of Invoice billing to AHA
- Product set-up of inventory items and custom items
- Miscellaneous Product Invoicing such as Freight, Warehousing, Print Management Fees and Fulfillment Fees
- Custom Inventory Report processing and submittal to AHA – daily
- Custom Inventory Receipt Report processing and submittal to AHA – daily
- Customer inquires via email and phone
- Process return goods into Taylor Portal and submitted to Taylor Corporate billing
- Reconciliation of invoicing for American Heart Association
- Invoice entry information into P3
- Reconciliation of inventory received and custom orders shipped and processed into P3
- Emailed invoices along with backup to AHA for payment
Customer Service Specialist II (Golden Living Account)
Taylor Communications
Mesquite, TX
05.2010 - 05.2020
- Manage annual revenue of $800,000 for major customer account
- Maintain client relationship and generate new business through consistent customer contact, product upselling and customer website maintenance
- Manage customer summary billing, as well as, credit card billing
- Inventory management
- Virtual Product Management
- Order Processing
- Order Entry
Education
Executive Secretarial - Certification in Business Administration
Central Texas Commercial College
Dallas, TX07.1990
Skills
- Computer Literate
- Typing 80 wpm
- Time Management
- Salesforce
- Excel
- Word
- AS400
- Photoshop
- Self-starter
- Competitive
- Google platform
- Strong Work Ethic
- Client service excellence
- Problem-solving abilities
- Professionalism
- EPIC
- WCSS
- Custombuy
- Insite
References
- Lori Hudspeth, 469-774-9717
- Julia Barajas, 214-202-9271
Summaryofqualifications
- 9/01/21 - Present, RRDonnelley, Lewisville, TX, Client Support Professional, Provide all necessary support to sales/customer responding to client inquiries and requests received through various communication modes., Handle customer concerns/issues as needed in a timely manner., Provide proof of delivery, and order status upon request., Engage internal and external customers to gather job requirements., Lead efforts to provide process documentation, workflows and job aids., May make suggestions regarding workflow/process improvements., Provide quality review of your own work and for other client care staff., Process orders and change notices., Perform pricing/generate quotes., Manage client inventory item maintenance., Coordinate all corrections and/or changes that occur during work-in process., May train and mentor other client care staff members., Lead Corrective Action process on behalf of sales/customer., Data entry responsibilities, setting up new items and managing current inventories., Act as a communication link between external customer and all internal departments., Performs other related duties and participates in special projects as assigned.
- 05/01/10 - 05/01/20, Taylor Communications, Mesquite, TX, Customer Service Specialist II (American Heart Association Account), Manage the day to day processes of billing to the AHA account., Processed billing from Taylor Communications., Order Entry., Invoice Reconciliation., Submittal of Invoice billing to AHA., Product set-up of inventory items and custom items., Miscellaneous Product Invoicing., Customer inquiries via email and phone., Process return goods into Taylor Portal., Customer Service Specialist II (Golden Living Account), Manage annual revenue of $800,000 for major customer account., Maintain client relationship and generate new business., Manage customer summary billing and credit card billing., Inventory management., Virtual Product Management., Order Processing., Order Entry.
References
References available upon request.
Timeline
Client Support Professional
RRDonnelley
09.2021 - Current
Customer Service Specialist II (American Heart Association Account)
Taylor Communications
05.2010 - 05.2020
Customer Service Specialist II (Golden Living Account)
Taylor Communications
05.2010 - 05.2020
Executive Secretarial - Certification in Business Administration
Central Texas Commercial College