Customer Care Rep II Resume

TECHNICAL SKILLS:

Operating Systems: Windows 95/2000/NT/XP/Window 7

Software: MS Word, Excel 5.0, MS PowerPoint, MS Outlook, Lotus Notes

Database: MS Access, Oracle

PROFESSIONAL EXPERIENCE:

Confidential

Customer Care Rep II

Responsibilities:

Assists with customer problems such as missed shipments, price adjustments and backorders; continually strives for prompt resolution.
Frequently works with field sales associates in coordinating special orders, accepting quotations, typing, and manufacturer calls.
Works with warehouse associates, customers and field sales associates to ensure that the order process runs smoothly.
Processes all phone, fax, mail, e - mail, dropship and verbal orders from customers.
Responsible for providing customers with accurate answers to questions and complaints regarding products and services; if unable to provide assistance, escalates customers to Customer Service Supervisor or Manager in a courteous manner.
Performs data entry for purposes such as processing orders, accessing previous orders and special orders, and providing customers with current prices; researches any other inquiries as requested.
Assists customers with backorders by offering substitutions and alternatives whenever possible, contacts manufacturers for delivery information, prices and availability, and changes in stock number.
Communicates with all departments within the Distribution Center as well as field sales associates.
Serves as liaison between customers and field sales associates.
Makes suggestions and recommendations to Supervisor/Manager in an effort to continually improve customer service operations.
Complies with all appropriate policies, procedures, safety rules and regulations.
Performs related duties as assigned.

Confidential

Customer Support

Responsibilities:

Confidential

Technical Support Specialist

Responsibilities:

Opening cases in Sales Force as well as closing cases once issue has been resolved.
Assisting Resolving incoming calls and emails regarding all 14 Curriculum higher education technology products.
Districts and schools with account set up and all other Technical issues.

Confidential, Carrollton

Customer Support Agent

Responsibilities:

Confidential, Dallas, TX

Customer Support

Responsibilities:

Accurately entering order in (SAP), choose correct product and determine shipping locations
Receiving and efficiently respond to telephone, fax and email inquiries from customers regarding orders, product information and account processing
Proactively initiates the promotion of Lennox products and marketing programs direct to customers, high monetary sales weekly
Communicate and provide follow up information to customers regarding warranties, open orders, billing or products
Set up cash accounts, assist technicians in the field locating parts on units
Participate in special or projects or assignment as requested

Confidential, Dallas, TX

Back Office Support / Help Desk Support

Responsibilities:

Effectively provided front line support for U-verse Service
Daily incoming calls volume 65+
(CRM) Software Assisting U-verse technicians in the field adding and removing STB’S
Upgrading u-verse accounts, solving billing and Due date escalations in (CRM)
Processed new provide orders, VOIP Porting & transfer

Confidential, New York, NY

Help Desk Support / Senior Coordinator/Inventory Control Technician

Responsibilities:

Database Administration primarily Oracle, (Remedy) ticketing & tracking, MS Access
Perform Diagnostics tests on Printers, faxes, computers and Laptops.
Lead person in charge of deployment and disposal of data equipment
Answered inbound calls from internal employees and external customers
Assist in PC sales and charge backs; PC built Hardware installation
(PeopleSoft) time inputting and payroll

Confidential, Dallas

Technical Support

Responsibilities: