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D Tumenas Resume
- 1. Debra Tumenas 15 GevryCircle 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
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