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Customer Service Representative

Chicago, IL


Strengths include critical thinking under pressure, ability to learn quickly, high energy, very positive attitude, self-starter, works effectively with executive management and all levels of the organization. Strong interpersonal skills with the ability to communicate effectively, to build and maintain relationships within a positive working environment.

Work Experience

Customer Interaction Coordinator

Fonterra USA, Rosemont, IL

Jun 2010Jan 2012

  • Developed and apply an in-depth knowledge of individual customers, their requirements, and market dynamics.
  • Various administrative duties (filing, faxing, organizing and heavy calendar management).
  • Participated actively in relevant training sessions and utilize new skills and knowledge to continuously improve service to customers.
  • Tracked, prepared and presented quarterly reports.
  • Built and maintained positive and collaborative relationships across the wider Group Supply Chain

Customer Service Representative/Contractor
  • General office duties, including answering phones, filing, managing emails, creating word
documents and spreadsheets.
  • Called survey participants to retrieve information qualifications for product testing
  • Recorded product-testing results in company database, data entry.

Customer Service Representative


Feb 2006Dec 2008

  • Provided a high level of customer service and support to both external customers and internal sales representatives.
  • Served as primary point of contact with other USG units, including sales, credit, logistics, manufacturing along with carrier dispatch in order to better understand the factors impacting USG's level of customer service.
  • Assisted Specialties team Up Sell program that helped procure an additional $750k in revenue.
  • Participated in producing the company newsletter that improved communication and employee morale.
  • Supported team efforts in cross training within other divisions of the Specialties group which included manufactured housing, industrial products, flooring and roofing divisions.
  • Various administrative duties
  • Handled 80-100 calls daily in a call center environment.

Timelok Planner/ Account Management Representative

HomedirectUSA/ Bekins Van Lines, Hillside, IL

Apr 2004Feb 2006

  • Assisted in day-to-day operations for the entire Southeastern region book of business (12 distribution centers and 23 drivers); relating to shipments with multiple clients, including movement, scheduling, delivery, payment and tracking.
  • Acted as a liaison with sales department, account management and operations areas to ensure quality standards were met.
  • Responded to external and internal customer inquires on high profile (home delivery) accounts regarding contracts, shipments, scheduling as well as any escalated management level issues in a call center environment with 60-70 calls daily.

Broker Manager

Flo Trans, Bedford Park, IL

Apr 2003Oct 2003

  • Profiled development of consumer portfolios tailored to transportation needs.
  • Tracked trends of existing contract carrier's traffic patterns to control costs.
  • Served as secondary dispatcher/liaison for traffic department.
  • Handled elevated level inquires regarding management resolutions.
  • Asked to help open new office in Santa Fe Springs, CA.

Senior Account Executive

C. H. Robinson Worldwide, Chicago, IL

Jul 1999Apr 2003

Senior Account Executive

C. H. Robinson Worldwide,

2000 2003

  • Coached, developed, motivated, trained and mentored team/customer service members.
  • Cultivated and maintained revenue relationships with existing and potential customers.
  • Processed freight shipments based upon equipment availability via company database.
  • Implemented procedures, actions plan to increase levels of efficiency and performance.
  • Resolved all escalated issues on behalf of the management team.

Customer/Carrier Operations Representative

C.H. Robinson Worldwide,

1999 2000

  • Managed 40-50 accounts in a call center environment and handled 80-100 calls daily.
  • Developed and maintained positive customer relationships and coordinated various functions within the company to ensure customer satisfaction.
  • Researched and analyzed data to address operational challenges and customer service issues.


Associates in Liberal Arts

Triton Community College, River Grove, IL


Bachelor in Liberal Arts will be obtained

Northeastern Illinois University, Chicago, IL

Additional Information

SAP, AS400, Alpha and Numerical data entry, MS (Excel, PowerPoint and Word), Windows 98, 2000 and NT and Oracle.
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