Customer Service Representative
Resume:
Wendy Altman
********@*****.***
OBJECTIVE
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
SUMMARY OF QUALIFICATIONS
·Prioritized client cases based off of the claim deadlines and escalated issues as needed to other departments to ensure the claims were submitted with all required documentation in a timely manner
·Identified potential issues which could cause delay or denial of claims and provided clients with multiple solutions such as eligibility criteria, requesting of proper supporting documentation or additional information needed to properly ensure success of their claims submitted
·Collaborated with support teams to increase customer satisfaction and brand recognition
·Assisted multinational clients with their VAT reclaims through consistent communications, provided analysis to ensure client was always apprised of the status of their claim, expected turnaround time for repayments, and year by year account reviews
·Annually managed more than 300 clients in wide variety of fields, examples Sporting Bodies, Relocation Companies, Tour Operators, Incentive Companies, Chemical Companies, Communication Companies, Aviation Companies
·Leveraged Salesforce Software (Data Management, Marketing, CRM Custom Built Programs, Service, Analytics and Sales)
·Used many platforms of Expense Management systems, examples- Concur, Chrome River, Expensify, Sage, Intacct, SAP
·Utilized v-look up and pivot tables for ad hoc reports for client account updates
·Revived large number of clients within the company to assist them with restarting the Recovering Process
·Continuously surpassed Quarterly and Annually fiscal targets through client’s reactivation and increasing existing clients’ volumes of returns
·Played a crucial role in retaining high-value clients by consistently delivering unparalleled support and personalized solutions to their needs
·Maintained up-to-date knowledge of the products and service changes
RELEVANT SKILLS & EXPERIENCE
Customer Relationship Management
·Payment Management
·Issue Escalation
·Customer Needs Assessment
·Account Management
·Customer Retention
·Shipping Coordination
·Appointment Coordination
EMPLOYMENT HISTORY
Client Services Executive @ VATit USA Inc, Virginia Beach, VA - Hybrid January 2014 – November 2023
Built a reputation as a trusted advisor to clients by consistently providing insightful analysis and actionable recommendations.
Demonstrated excellent problem-solving skills in handling challenging situations that arose in client engagements.
Developed strong relationships with key clients, fostering trust and loyalty.
Conducted regular reviews of account performance, identifying opportunities for growth and improvement.
Developed and maintained existing client relationship and developed new client relationships.
COR (Purchasing) @ IDC, CA January 2013 – August 2013 – Seasonal position
Self-motivated, with a strong sense of personal responsibility.
Worked effectively in fast-paced environments.
Skilled at working independently and collaboratively in a team environment.
Proven ability to learn quickly and adapt to new situations.
Processed Purchase Orders
Updated Purchase Orders
Worked with Vendors to ensure proper charges/costs are on the orders
Call into Vendors for the Rush Orders
US Operations Manager, Quipsound Corporation Ltd, Westerham UK – Hybrid October 2004 – July 2012
Responsible for all activities preformed on site at clients offices relative to VAT ( Value Added Tax) Recovery
Responsible for training Staff
Responsible for all staff and travel arrangements
Preparing for Audits prior to Client's site visit
Preparing data for all audits, entering data on spreadsheets and database entries
Extensive knowledge of VAT Countries, valid expense types by Countries, attributes of a valid receipt and other requirements by country
Michigan Director, Universal VAT Services, Decatur GA January 2002 – October 2004
Preparing for audits prior to traveling to client
Processing receipts and providing feedback to the client
Record general ledger entries and send results to the client
Home Day Care Provider @ Wendy's Playhouse, Midland, Michigan January 1994-November 2001
Managed day-to-day business operations.
Provided exceptional care - licensed to care for 12 children
Increased customer satisfaction by providing high-quality care and timely communication.
Employed 2 assistants to help with the 12 children in my care.
REFERENCES: Upon Request
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