- Lake Zurich, IL
- September 27, 2016
PHYLLIS C. RENGUSO 1010 Cedar Creek Dr
Lake Zurich, IL 60047
847-927-1448
prenguso@ameritech.net
WORK EXPERIENCE
Houghton Mifflin Harcourt, St. Charles, IL December 2013 – July 2016
Assessment/Test Publishing
Customer Service Representative
- Responded to customer inquiries and requests, resolved customer problems/issues
- Skilled at quickly developing a rapport with customers and co-workers
- Provided advice on how and when to use our product
- Helped the customer determine what products best fit their needs
- Tracked orders, processed credits and returns
- Processed orders via SAP, Esker, Salesforce
Smalley Steel Ring, Lake Zurich, IL 2009 – 2013
Engineering/Manufacturing
Customer Service Representative
- Answered phone and email inquiries
- Negotiated pricing practices with customers to the benefit of the customer and Smalley
- Provided product information: product availability, lead times, pricing
- Built and maintained cross-functional working relationships
- Addressed unhappy/angry customers with finesse; skilled at knowing what to say when, and knowing how to make the customer feel confident that I will do all that I can for resolution
- Processed orders received via AS400
Macy’s, Vernon Hills, IL 2001 – 2009
Retail
Sales Associate/Express Captain
- General sales and merchandising of product
- Lead to Macy’s Express Associates, team responsible for service improvement
Lucent Technologies/Western Electric, Downers Grove, IL 1979 – 2001
Engineering/Manufacturing
Customer Service Methods/Customer Satisfaction
- Customer Service order processing subject matter expert
- Wrote Customer Service instructions and procedures
- Trained Customer Service personnel on new/changed functions
- Served as the steward for customer assessment reports
EDUCATION 1979
University of Illinois at Chicago, Chicago, IL
Bachelor of Science in Business Administration, Major in Management
Experience
Houghton Mifflin Harcourt, St. Charles, IL December 2013 – July 2016
Assessment/Test Publishing
Customer Service Representative
Responded to customer inquiries and requests, resolved customer problems/issues
Skilled at quickly developing a rapport with customers and co-workers
Provided advice on how and when to use our product
Helped the customer determine what products best fit their needs
Tracked orders, processed credits and returns
Processed orders via SAP, Esker, Salesforce
- Answered phone and email inquiries
- Negotiated pricing practices with customers to the benefit of the customer and Smalley
- Provided product information: product availability, lead times, pricing
- Built and maintained cross-functional working relationships
- Addressed unhappy/angry customers with finesse; skilled at knowing what to say when, and knowing how to make the customer feel confident that I will do all that I can for resolution
- Processed orders received via AS400
- General sales and merchandising of product
- Lead to Macy’s Express Associates, team responsible for service improvement
- Customer Service order processing subject matter expert
- Wrote Customer Service instructions and procedures
- Trained Customer Service personnel on new/changed functions
- Served as the steward for customer assessment reports