Anna Jude
Germantown
Summary
Dynamic Customer Service Representative with proven expertise at Cengage Learning in order processing and billing management. Adept at resolving customer inquiries and technical issues with a calm demeanor, ensuring high satisfaction levels. Skilled in Salesforce and effective communication, consistently maintaining data confidentiality while enhancing team collaboration.
Overview
25
25
years of professional experience
Work History
Customer Service Representative
Cengage Learning
Independence
07.2000 - Current
- Processed orders (from customers calls & Salesforce (case system)
- Processed billings
- Processed credits
- Processed returns
- Processed manual orders
- Answered customers questions when they had them.
- Transferred calls to tech support when needed.
- Assisted with minor tech support issues.
- Processed return authorization letters when requested.
- I added seats to customers accounts in the CIMA system.
- I use word, excel & outlook when needed.
Education
Associate of Arts - General Studies
Prestonsburg CC
Prestonsburg, KY06-2005
LPN
Mayo Technical
Paintsville, KY06-2000
Skills
- Order processing
- Billing management
- Return processing
- Technical support
- Salesforce usage
- Customer relationship management
- Effective communication
- Conflict resolution
- Attention to detail
- Problem solving
- Data entry
- Team collaboration
- Call center experience
- Inbound call management
- Service level agreements
- Calm and professional under pressure
- Professional phone voice
- Customer data confidentiality
Languages
English
Professional
References
References available upon request.
Timeline
Customer Service Representative
Cengage Learning
07.2000 - Current
Associate of Arts - General Studies
Prestonsburg CC
LPN
Mayo Technical
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