Sharmayne Soliman

Sharmayne D. Soliman E-mail:- Job objective Pursuing an experience where I will be able to utilize my life experiences as well as my interpersonal skills, to not only allow myself to grow personally and professionally, but to firmly contribute towards the achievement of the mission. Professional Experience Home Based September 2013 – Present Worked at home with a few clients over the years. United Parcel Services (UPS), Customer Service Representative November 2011 – July 2013 Receives, processes and verifies the accuracy of orders from customers. Initiates required action for response to customer service requests for   changes, including the maintenance of order/customer information files and communicates changes to the appropriate personnel/departments. Ensures and provides quality service to both internal and external customers. Receives inquiries from and/or contacts the organization’s branch/regional offices to resolve a variety of order-related issues. Accesses the company’s internal systems to obtain and extract order information and provide customer service management with the data for inclusion in various scheduled and special reports. Performs assigned system maintenance to various electronic order files. Participates and provides expertise as a member of the customer service’s departmental team. IQOR, Collection Specialist September 2008 - February 2010 Answer incoming telephone calls related to debt settlement. Provide general account information, manage customer concerns through resolution. Identify and post appropriate write-offs and adjustments. Provide information the current state of the account. Document all customer inquiries and collection activity on accounts. Engage in process and quality improvement activities. Make and implement recommendations to improve the current state of account holder's records. Perform such individual assignments as management may direct. Establish and maintain effective working relationships within the organization. Provide information to senior levels of management on the implication of policies and procedures being formulated and recommend specific action. Engage in continuous study of the entire professional field, including best practices, to maintain the professional competence, knowledge, and skills necessary for the satisfactory performance of all assigned responsibilities. Complete required continuous training and education, including department specific requirements. Ensure that required documentation for activities within areas of responsibility is performed in an accurate and timely manner. Teletech, Customer Service Representative June 2008 - September 2008 Answer phones and respond to customer requests. Sell product and place customer orders in computer system. Provide customers with product and service information. Up sell products and services. Transfer customer calls to appropriate staff. Identify, research, and resolve customer issues using the computer system.                     Follow-up on customer inquires not immediately resolved. Complete call logs and reports. Research billing issues. Research misapplied payments.         Recognize, document and alert the supervisor of trends in customer calls.                                                 Recommend process improvements. Other duties as assigned. Educational Background Information Technology Major in Programming, Systems Plus College Foundation October 2010 - October 2011