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Customer Service Representative

Waterloo, NY


OBJECTIVE: A challenging position where the application of my knowledge, skills and experience will facilitate the growth, development and success of your company.

Work Experience

Customer Service Representative

Gorbel, Inc,

Oct 2011Current

  • Timely management of the CSR general email inbox
  • Timely management of the main electronic fax inbox
  • Distribute email and faxes to the general boxes to the appropriate people/departments
  • Enter faxed, emailed and verbal leads in the lead utility
  • Purchase Order Entry
  • Initiate scheduling of orders
  • Initiate expediting of orders
  • Update order information
  • Submit change order requests
  • Obtain freight quotes from logistics company
  • Log and assign quote requests
  • Complete quotes for basic work station crane systems and parts
  • Add information to the company Wiki
  • Provide copies of invoices, packing slips, manuals and general shipment info upon request
  • Log voice of the customer comments into the tracking spreadsheet
  • Provide reporting on quote time averages
  • Review reports for trends
  • Fill in for the Receptionist for breaks, lunches, company functions and various other reasons

Receptionist / Administrative Assistant

Gorbel, Inc., Victor, NY

Jul 2010Oct 2011

  • Answer all incoming switchboard calls and direct callers to the appropriate person/department
  • Check the general voicemail box daily and forward to the appropriate person/department
  • Type meeting notes
  • Complete Expense Reports
  • Redesigned the supply cabinet and maintain supply levels
  • Manage the yearly calendar order for the Applications Engineering, Manufacturing, Service & Order Fulfillment Group departments
  • Maintain company stationary and envelope levels
  • Sort, scan and save various order documents and Bills of Lading
  • Create and maintain the Order Fulfillment Group Organization Chart
  • Maintain the Customer Service direct dial phone list
  • Maintain/update the "Who is Out" on the intranet and the white board
  • Notify management of upcoming birthdays and anniversaries
  • Handle maintenance and supplies for certain fax machines and copiers
  • Time off and attendance reporting on Mondays
  • Deliver interoffice mail and pay checks
Participant on the Voice of the Customer team to enter information and maintain the Voice of the Customer tracking sheet. Participate on a team to improve the late order process by redesigning the flow chart outlining updated processes.


Clinical Associates of the Finger Lakes,

Feb 2009Jul 2010

  • Serve as first point of contact for clients, patients, providers and vendors
  • Consistently track and follow up on provider certifications, insurance and immunizations to ensure
compliance with federal, state and local requirements.
  • Manage existing therapists and the addition of new providers and clients in the Kinney Reporting
System, which is a county based system.
  • Serve as second point of contact for the IEP Direct site and the NPI site.
  • Efficiently obtain, track and follow up on prescriptions for speech, occupational and physical
therapy services provided to new and existing clients.
  • Created and maintain the transition report tracker as well as proof, format and print client
transition reports.
  • Log receipt of various release forms such as HIPAA and FERPA forms.
  • Mange reservations of conference, developmental and/or therapy rooms and AV equipment.
  • Assemble new client files and disassemble discharged client files.
  • Create new office documents and reformat existing office documents on an as needed basis.
  • General office duties which include inbound and outbound phone calls, draft and mail letters,
filing, shredding, process outgoing mail, faxing, copying, printing, scanning, laminating, assisting
team members and ad hoc research and projects.
Served in a limited capacity as Receptionist, Administrative Assistant and Medical Billing Person for the Independent Clinical Psychologist, Dr. James L.
Leitgeb. Duties associated with this include completing medical forms and submitting them to insurance companies for payment, transcribing dictated
letters, progress notes and statements of account; researching various topics and billing inquires; rescheduling appointments; making copies, creating
and/or altering forms and/or questionnaires.

Administrative Assistant

Verizon Wireless,

Feb 2005Oct 2008

  • Concise managing of the concession phone account including the bill, ordering equipment,
returning old equipment, usage reporting and maintaining accurate tracking records.
  • Manage multiple calendars of the Associate Directors and their Supervisors.
  • Manage allotted budget and reconcile the credit card statements associated with each.
  • Efficiently make travel arrangements and accurately complete related expense reports.
  • Maintain the center's organizational chart and the email distribution lists for the entire center.
  • Secure IDs for new hires, promoted employees and employees returning to work.
  • Submit IT tickets for systems issues and facilities tickets for building/facility issues.
  • Schedule appointments, meetings, interviews, trainings, conference calls and webinars.
  • Order office supplies for the call center.
  • Handle reservations of conference rooms.
  • Create and maintain the Associate Director on call schedule.
  • Create Word, PowerPoint and Publisher documents, including presentations.
  • Complete the monthly training and vacation calendars as well as the weekly team itineraries.
  • Field customer escalations and direct to appropriate person for resolution.
  • Run and complete various reports.
  • General office duties which include inbound and outbound phone calls, filing, faxing, copying,
printing, assisting team members, ad hoc research and various projects.
Provide efficient, effective administrative support to multiple Associate Directors, the Director and the Administrative Team. Additional ad hoc support
provided to Human Resources Dept, Training Dept, Operations Dept, Supervisors and Representatives within the customer service call center. Schedule
appointments for HR related issues, assist with interview prescreening, set up and schedule mandatory HR trainings and transcribe voice mail
resignations. Special projects include, coordination of the 2006, year-end Rochester Tri-Ops presentation, organize the 2005 Fashion Show, create flow
charts, pivot table reports, flyers and informational cards. Also a member of the safety team.

Senior Closing Facilitator

JP Morgan Chase,

Apr 2002Feb 2005

  • Assist customers with closing on home equity lines of credit and loans on a national level.
  • Ensure required documents have been received prior to closing.
  • Cover federal, state and local disclosures, explaining the content of the closing documents and the details of the product.
  • Answer questions pertaining to the documents, document wording, disclosures and product.
  • Maintain the most up-to-date working knowledge of each state's regulations and requirements.
  • Assist with the notary process and return of documents.
  • Collaborate with other departments to resolve customer issues.
  • Follow up on accounts to see if they have been funded.
  • Managed inbound phone calls.
  • Provide assistance to other departments to help manage their workloads.
I maintained consistent results of funding accounts on the 3rd day, which is the earliest an account can fund. When necessary, I completed more
closings than the slated number of available closing slots per shift. I performed immediate "emergency" closings for customers in addition to answering
more detailed questions about the documents and training new Closing Facilitators.
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