1. Debra Tumenas
15 Gevry Circle Leominster, MA 01453 Cell 978-257-0101 debtumenas@gmail.com
Senior Customer Service Representative who specializes in delighting top tier customers by
skillfully managing challenging relationships and highly complex product offerings
Key Qualifications
• Over 23 years of experience across a wide variety of industries and products
• Manage global relationships and work with domestic and international parent companies
• Partner effectively with sales, finance, operations, marketing and product teams
• Lead, train, and measure success of other customer service representatives
• Trusted with financial and ordering responsibilities based on history of accuracy and
attention to detail, less than 1% error rate
• Experience at diffusing customer complaints and resolving customer concerns in a fashion
that builds loyalty
• Work closely with ISO standards and aligning policy and procedures to required standards
• Proficient across a wide variety of software platforms
Professional Experience:
Sealed Air Corporation, Ayer, MA
March 2016 – Current
Inside Sales Administrator
• Enter customer orders in Visual as well as SAP
• “Own” order from inception thru shipping following thru all phases of manufacturing
• Generate deposit invoices and purchase requisitions
• Arrange export shipments with freight forwarders and preparing customs documents
• Maintain monthly inventory reports
• Respond to inquiries from distributors, sales, and end users
PFERD, INC., Leominster, MA
October 2006 – March 2016
Senior Customer Service Representative and Customer Service Representative
• Key contact for high profile domestic and international customers. Also support key
subsidiaries
• Arrange export shipments with freight forwarders and preparing customs documents
• Respond to inquiries from distributors, sales, and end users
• Manage complex customer questions, escalated issues and resolve customer complaints
• Establish new customers
2. • Enter orders, provide updates, track shipments, issue pricing and monitor stock levels.
• Create pricing quotes for special products
• Issue sales reporting and credit/debit memos,
• Compile quarterly and annual rebates for multiple buying groups.
• Train new service representatives
• Team leader for 6 service representatives.
• Maintain a call abandon rate of less than 1%
Allmerica Financial, Worcester, MA
May 2004 - August 2006
Customer Service Representative
• Supported life insurance and annuity business providing customer service to both
financial advisors and policy holders
• Processed financial transactions, provided daily balances, and answered complex
questions
• Successfully trained and obtained Series 6 securities license
• Selected for special team that handled escalated calls
• Trained and mentored new customer service representatives. Provided daily balances,
answered questions regarding their policies, processed loans/withdrawal requests and
fund transfers.
Nypro, Inc., Clinton, MA
1993-2002
Customer Service Representative
• Supported top tier multi-million dollar accounts by resolving customer issues and
overseeing product orders
• Ensured timely shipment of orders from multiple distribution facilities
• Worked closely with engineering and production to resolve customer issues
• Selected to support implementation of new windows based computer system
Education:
Bay State Jr. College – Associates Degree, Graduated 1988
Leominster High School – Graduated 1986
Current board member of Leominster Youth Lacrosse and past board member of Twin City
Youth Hockey
Awarded Customer Service Award at Allmerica Financial – Rookie of the Year Award – 2005
Computer Skills:
Microsoft Office
SAP
Visual
