Customer Service/Warehouse

I am presently looking for a challenging career in a progressive company that offers long-term development and growth where I can utilize all my skills and experience. The diversity of my positions at each company has taught me to accommodate my role to match the demands at any given time. Also, having both a technical and administrative background helps me to meet the company’s expectations. I feel that my certificate in Business Administration along with my intensive experience in customer service has provided me with a deep understanding of both people and business operations that will prove to be an asset to your company.

Additionally, I have always been considered a diligent worker, dependable and loyal employee. I am offering my high energy level and strong dedication to the organization that best recognizes my talents. Because of my determination to succeed as a professional, I am confident that I can make a valuable contribution to your company. I would like to meet with you to discuss my qualifications and opportunities for your company in further detail.  My salary requirements also fall in line with what you are offering.

 

Summary of Qualifications

Customer service professional with a commitment to superior business results and teamwork.  Field of experience gained in various industries.  Areas of expertise include management, sales, and superior customer service.  Strengths include strong interpersonal, verbal and written communication skills, excellent follow-up detail and proven performance in a fast-paced environment.

 

Work Experience 

Capacity LLC, North Brunswick, NJ                                                                              2010 2012

Operations Supervisor/Quality Control Supervisor (2010 – 2012)

Directed picking, packing and shipping of all wholesale and online shipments for fulfillment distribution warehouse.

  • § Trained and instructed individuals to operate scanners, accurately and efficiently pick and pack orders, and prepare shipments according to instructions required
  • § Processed and updated shipping info for tracking purposes
    • § Liable for checking that all QC standards were being met including verifying expiration dates, making sure the item(s) were packed with the necessary safeguards against damages, and ensuring that correct shipping method was being used based on instructions
    • § October thru December oversaw shipments of over $20 million worth of product worldwide to stores including Neiman Marcus, Macy’s, JC Penney’s, Lord & Tayor

 

 

Merrill Lynch, Jacksonville, FL and Pennington NJ                                                      2009 2010

Retirement Education Specialist (2009 – 2010)

Retirement Group (RG)

Educate participants of employer-sponsored plans on ERISA and IRS regulations and distribution options while recommending appropriate Merrill Lynch products and services.

  • § Retained over $20 million in Merrill Lynch Individual Retirement Account assets and another $20 million to stay in 401(k) accounts since May 2010
  • § Finished in highest percentile of Florida and New Jersey call centers for account funding for last 12 quarters
  • § Acted as liaison between my department and other departments and financial advisors

 

Project Manager, Product Development (2008 – 2009)

Financial Data Services

Served as liaison between tech support and the rest of the Financial Data Services Department for all computer program based issues.

  • Managed reporting and auditing for employee use and authorization level for each computer program
  • Met weekly with the Product Development Team to discuss any issues from the previous week and their immediate impact on the business
  • Reported out on the number of users for each program and received signoff authorization from the appropriate business owner
  • Maintained and updated the names and numbers for each department in FDS, and kept a record of all ongoing projects
  • Responsible for updating and allowing or removing access to programs for new hires or termed employees

 

 

 

Supervisor, Annuity Phone Services (2006 – 2008)

Merrill Lynch Insurance Group Services (MLIGS)

Responsible for training and oversight of phone teams that answer incoming calls from clients, financial advisors, and client associates for both proprietary and nonproprietary annuities.

  • Oversaw the Series 6,7 63, and 66 licensing of multiple individuals in 2007 & 2008
  • Revised and updated Statement of Understanding Document and Employee and Supervisor Resource Guides for Series 6/63 and 7/66 registration
  • Handled a variety of escalated issues including clientele with high net worth’s that required me to partner with management in other departments to resolve issues
  • Teams maintained target Service Levels over 90% of the time
  • Received Honorable Mention for outstanding performance in 4th quarter 07
  • Assisted in transition from MLIGS to Aegon through participation of daily meetings, and initiation of procedural changes, and keeping up morale

 

Retirement Education Specialist (2005 – 2006)

Retirement Group (RG)

Educate participants of employer-sponsored plans on ERISA and IRS regulations and distribution options while recommending appropriate Merrill Lynch products and services.

  • Retained over $40 million in Merrill Lynch Individual Retirement Account assets and another $20 million to stay in 401(k) accounts since September 2005
  • Finished in highest percentile of Florida and New Jersey call centers for account funding for last 12 quarters
  • Received “Bull Award” in June 2006 for supporting high call volumes above and beyond average responsibility
  • Assisted in training department members with guidelines for new plan rollouts and acted as mentor for new employees
  • Acted as liaison between my department and other departments and financial advisors

 

Senior Associate, Plan Participant Services Rep (2003 – 2005)

Retirement Group (RG)

Provided exemplary customer service for national 401(k) plans while processing plan enrollments and financial transactions.

  • § Resolved account inquiries to ensure customer satisfaction and improve client retention
  • § Completed training course in all 401(k) plans and products
    • § Received multiple awards of acknowledgement and recognition for superior service and productivity such as call to action and participant compliments via email and phone
    • § Acted as a specialist and subject matter expert for a variety of Merrill Lynch 401(k) and retirement products and services such as self direct brokerage, required minimum distributions, and tax strategies such as Net Unrealized Appreciation and Substantial Periodic Payments
    • § Resolved complicated client issues by providing timely call-backs
    • § Selected by management to relocate from Pennington, NJ to Jacksonville, FL office

 

Ameritrade/Datek Online Financial Services, LLC, Jersey City, NJ                    1999 – 2002

Client Relations Representative

Customer Service Department

Effectively used critical thinking, problem solving skills, patience and courtesy when assisting clients with their questions and provided follow-up calls or emails when necessary.

  • § Provided outbound courtesy calls to clients regarding Federal Margin calls
  • § Worked with the trading desk to place equity and option trades for clients
  • § Assisted clients with opening new accounts and tax and retirement related information
  • § Created reports on department productivity and presented to team management
  • § Hired by upper management as a member of the first overnight team of Client Relations Representatives

 

 

 

 

 

Scott Specialty Gases, South Plainfield, NJ                                                     1998 – 1999

Customer Service Representative

Inside Sales Department

Collaborated on business plan with Internal Sales Representatives and maintained record keeping for all accounts while processing orders, coordinating shipments and managing client portfolios.

  • Oversaw a contracted account for International Papers and provided full cost analysis of purchases
  • Pursued the signing of new contracts and handled special terms and requirements of clients’ specific needs
  • Generated $25,000 of new business in one week while covering for the Internal Sales Representative
  • Exceeded all sales goals and consistently lead the office in performance numbers

 

Education

Certificate of Business Administration

Katharine Gibbs Business School, Piscataway, NJ

  • Maintained a 3.70 GPA

 

Skills

  • Strong PC, systems, and software skills
  • Excellent written and verbal communication skills
  • Strong organizational skills
  • Ability to resolve problems accurately and timely
  • ID#: 78105
  • Location: Orlando, FL , 32811

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