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Customer Service Representative

Resume for Dorothea Bernier

Dorothea Bernier

l Dracut, MA  01826 l 978-905-0927 l [email protected] l

 

Professional Summary

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Highly skilled Customer Service Representative with 20 plus years experience in a high-volume, deadline driven environment.  Ability to build loyal account relationships through reliability, honesty, and quick and courteous attention to customer needs.  A versatile self-starter and team player with a willingness to take on greater responsibilities.  Works well independently as well as with a team with a successful employment record based on strong organizational skills, close attention to detail, thorough follow-up and follow-through. 

 

Professional Skills

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Primus Systems

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Microsoft Word

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Microsoft Outlook

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Advent

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Microsoft Excel

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Microsoft Windows

 

 

Professional Experience

RR Donnelley and Sons, Inc. (formerly Courier Printing Corporation)

Westford, MA

 

1989 - 2015

Account Manager / Customer Service Representative

1992 - 2015

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Responsible for 12 major accounts with a total of over $10 million in annual billings.  Served as a liaison between sales, manufacturing and customers from the initial order to delivery

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Continually monitor customers’ orders to communicate ongoing progress and/or unexpected delays with revised timelines

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Works closely with plant personnel to quickly resolve any unforeseen issues, notify customers, and advise on action plan

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Check on-hand inventory and order material needs for each project, including paper, book covers, and shipping cartons to ensure that production is not delayed due to supply shortage.

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Supply pertinent information and organized order file to Planners/Schedulers.

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Prepare alert notifications and job information to the production team, related to customized requests or special attention

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Handle customer complaints, promptly investigate problems, and resolve issues as quickly as possible

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Works collaboratively in supporting other team members when needed

 

Order Expeditor

1990 - 1992

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Supported eight account managers

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Responsible for order entry, scheduling, and ordering key components of raw materials

 

Freight Billing Clerk

1989 - 1990

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Responsible for freight billing

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Support other team members when required

 

 

 

 

Education / Training

LARE Institute, Andover, MA

MS Office Business Technology Program – Certified MS Word 2013

 

Tyngsboro High School , Tyngsboro MA  Diploma Attained

 

 

Certificate

Desktop Publishing for Sales and Customer Service Representatives