Trina Trotta
Baltimore,MD
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. Diplomatic customer service professional experienced in defining and analyzing customer requests to resolve issues. Accurate in documenting customer concerns and dedicated to maintaining deep knowledge of products and promotions. Confident communicator recognized for consistently receiving excellent customer feedback. Personable and dedicated Customer Service Representative with extensive experience in 17 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 Enthusiastic client services professional with strong background directly interfacing with industry customers. Well-versed in products, services and consumer trends. Dependable achiever committed to holding highest ethical standards and maintaining customer trust. Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs. Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
24
24
years of professional experience
Work History
Customer Service Rep.
Shimadzu Scientific Instruments
Columbia, Maryland
06.2019 - 01.2021
- Full life cycle account management: Order entry, Opening new accounts, credit checks, RMA's, Billing, Managed All activity for Web store, Administrative support for three territories, Administrative Support for 12 sales reps in my territories
Customer Service / Corporate Trainer
Clean Harbors Environmental Services
Laurel, Maryland
03.2008 - 01.2012
- Scheduling, Open and schedule job from Customer calls in's, Validate and update pricing, Initiating new quotes, Create and edit new and existing profile, Train customers on on-line service, Resolve off spec issues, Manage paperwork for T&D and CleanPack/HHW, Manage unbilled reports, Manage Open Sales Orders, Off Specs, Open POs, Support customer invoice questions and problems, Issue credit and re-bills on invoicing errors, Create and manage vendor po's, Support Account Managers and TSS, Monitor collection reports, Establish credit terms for our customers, Process credit card payments, Create Government contract Documents (RFQ'S), Corporate Trainer
Compliance Coordinator
Fila USA
Brandon Woods, Maryland
08.2006 - 06.2007
- Creating and updating Vendor Compliance manuals, Responsible for tracking & charging factories for all non compliant shipments received into distribution center, Responsible for internal compliance audits, Corresponding with sourcing in Hong Kong & Italy for any and all necessary changes to Footwear, Apparel & Sample Compliance Manuel, Created and updates Vendor Score Cards, Involved in creating a corporate Compliance Web-site, Filing all Claims to recoup costs from factories and ensure profit margins were not impacted in a negative fashion due to factory/vendor errors, Following up on all past due claims to collect pay
Branch Administrator
US Filter Recovery a Siemens Company
Baltimore, Maryland
11.2001 - 05.2006
- Branch Administrator for motor oil recycling company, Developing and maintained operational statistics reports for management, Opened new accounts and maintained current information, Payroll & Benefits for 25 employees, Responsible for the maintenance for customer tax information & and EPA required reporting for oil collection, Supervised data cleanup for Mid-Atlantic area as well as the conversion to new accounting system, Responsible for consolidating of customer accounts payable and receivables, Handled the administrative functions for five managers, Tracking and collections for all branch customers, Customer service for daily customer needs
Legal Secretary
Chohen & Dwin Law Office
Baltimore, Maryland
10.1999 - 01.2001
- Performed administrative activities including reception and routing of incoming calls, Handling the files for disability and personal injury cases, Responsible for the shipping and dispensing of incoming mail and packages, Maintaining and handling all archived documents
Customer Service
Metris Companies, Inc
Nottingham, Maryland
07.1998 - 08.1999
- Assisting customers with the maintenance of credit cards accounts, Responsible for the opening and retention of new accounts, Oversaw the fraudulent and duplicate charge complaints, Processed telephone credit card payments
Supervisor/Corporate Trainer
Lowes Theater
Nottingham, Maryland
01.1997 - 07.1998
- Responsible for the training for new employees on corporate procedures, Assisted in the opening of new multi-plex theaters, Handling the employee scheduling, inventory maintenance and the organization of concession stands, Handling customer complaints, Customer Service
Education
High School Diploma -
Patapsco High School & Center For Arts
Baltimore, MD06-1995
Skills
- Communication - Deals with internal and external customers at all levels via telephone and email, to ensure successful communication via actively listening and probing questions
- Problem solving - Resolves in-depth queries in a methodical manner independently and with internal and external business partners to find appropriate resolutions, efficiencies and high level of quality
- Team Player - Enjoys sharing knowledge and encouraging development of others to achieve specific team goals
- Planning and organizing - Refined planning and organizational skills that balance work, team support and ad-hoc responsibilities in a timely and professional manner
- Systems knowledge - Peoplesoft and Oracle, CRM, SAP, Oasis,CEX, Blue Jay, Esker, QuickBooks, Microsoft Excel, Access, PowerPoint, Word, and Great Plains Experience in preparing and analyzing reporting data for management accurately and to timescales Microsoft Office – Experience in Excel Spreadsheets (Formals and Macro) Creating internal and external memos in Word Collecting past due balances in bucket 30 to 60 days
- Report Generation
- Product Knowledge
- Account Updating
- Complaint Resolution
- Scheduling
- Data Entry
- Call Management
- Inbound and Outbound Calling
- Order Fulfillment
- Problem-Solving Abilities
- Customer Service
- Multi-Task Management
- Receiving Support
- Active Listening
- Problem Resolution
- Researching
- Critical Thinking
- CRM Software
- Account Management
- Project Management Abilities
- Document Control
- Professional Telephone Demeanor
- Adaptive Team Player
- Executive Management Support
- Minute Taking
- Typing 40 WPM
- Customer Relations
- Computer Proficiency
- Microsoft Excel
- Positive and Professional
- Courteous Demeanor
- Microsoft Office Suite
- Product Education
- Typing Proficiency
- Grammar
- Customer Relationship Management (CRM)
- Client Relations
- Senior Leadership Support
- Report Creation
- Clerical Support
- High-Energy Attitude
- Reading Comprehension
- Microsoft Outlook
- Documentation
- Prioritization
- Office Equipment Proficiency
- Technical Support
- Quality Assurance Controls
- Call Center Operations
17 Industry Regulations Knowledge
- Information Security
- Staff Training
- Proofreading
- System Implementation
- Order Processing
- Process Optimization
- Quality Control
- Report Preparation
- Conflict Resolution
- Credit Card Payment Processing
- Team Development
- Spreadsheets
- Microsoft Office Expertise
- Travel Planning
- Conflict Mediation
- Shipping and Receiving Understanding
- Microsoft PowerPoint
- Administrative Support
- Sales Closing
- Tactful and Diplomatic
References
Available upon request
Timeline
Customer Service Rep.
Shimadzu Scientific Instruments
06.2019 - 01.2021
Customer Service / Corporate Trainer
Clean Harbors Environmental Services
03.2008 - 01.2012
Compliance Coordinator
Fila USA
08.2006 - 06.2007
Branch Administrator
US Filter Recovery a Siemens Company
11.2001 - 05.2006
Legal Secretary
Chohen & Dwin Law Office
10.1999 - 01.2001
Customer Service
Metris Companies, Inc
07.1998 - 08.1999
Supervisor/Corporate Trainer
Lowes Theater
01.1997 - 07.1998
High School Diploma -
Patapsco High School & Center For Arts
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