Megan Zeller: Account Services: Customer Service Representative III in Lakewood, CA

• Worked on web qa project for updates to B2C and new B2B websites. While working learned how to smoke/regression test and log bug tickets for fix or enhancement suggestions. Utilized time management and team work skills to complete tasks assigned under tight deadlines. •Dealer services rep of the month for May 2014 for exceeding quality standards •Worked on a pilot program to assist newly trained representatives in procedural and product questions as a backup lead, while providing pilot program supervisor with coaching opportunities and development information on the new representatives •Exceeded standards of practice in call quality analysis •Utilized SAP to place standard and prescription orders, return authorizations and warranty requests for consumers and dealers •Empowered to address customer and dealer service situations in a unique and successful manner

•Received quality commendations for September, and October (2011) •Assisted and engaged consumers with multiple specialty brand and watch warranty and repair service orders •Multi tasked between Revo, Arnette, Fox and Oakley brand knowledge to make a customer experience that was professional and useful to the customer’s questions •Engaged in SAP specific wild card searching to find warranty and service parts for accurate service documentation •Screened international and fraud suspected hold orders for validity or to inform the customer of policy and order status

•Tracked order status for consumer orders •Initiated tracers on missing and damaged packages •Investigated back ordered components for custom product and conveyed estimated timelines with alternative color options •Placed warranty evaluation requests for the consumer to complete •Identified older models and whether or not we had parts to use for the product •Received numerous quality commendations for May and June

•In and out processed merchandise shipments; stocking replenishment and new merchandise •Fulfilled remote customer orders, answered customer calls and negotiated difficult situations •Prepared gift boxes in company guidelines for Black Friday and Christmas rush customers •Maintained (before and after hours) merchandising for the store to maintain security counts and a desirable shopping atmosphere •Pulled orders via a ticketing system for distribution with a high level of accuracy

Received and sent merchandise shipments Stocked replenishment and new merchandise Fulfilled remote customer orders Answered customer calls and negotiated difficult situations Engaged customers in a friendly and business oriented manner Prevented shrinkage of sensitive items Contacted sales leads on new products Managed in store sales lead database Expert product knowledge on new handbag/ accessory line items with emphasis on textile knowledge Sold product based on needs, features, preferences and price points Set up warranty claims to go to the processing center for evaluation Managed product hold closets for potential customer pick ups of product with making sure to attribute the sale to the appropriate associates Engaged in suggestive sales tactics to build on brand loyalty

Completed daily and weekly department reports Satisfied special order requirements and contacted clients for will call Improved file system for special stock orders and returns Initiated inquiries for business credit cards Made duplicate car and house keys

•Awards: Cashier of the month (May 2009), prevented fraud, and customer service specialist •Prevented a $1000 fraud purchase with attention paid to a fake credit card •Assisted in returning miscellaneous product to the appropriate departments at the end of the day •Exceeded a level of expectation for accuracy in scanning product for sale and maintaining a register til

Picked up, sorted and distributed daily mail Arranged UPS, Fed-Ex, and DHL pickups on a weekly basis Helped high end manufacturers with their shipping needs Answered over 200 calls daily Turned upset customers’ problems into opportunities Assisted the owner with shipment quotes and disbursed them to customers

Serviced standard of operations books Worked with and maintained multi-million dollar equipment Honored soldiers with typed award submissions and filed their personnel paperwork (name changes, financial, etc) Purified over 100,000 gallons of water in support of Operation Enduring Freedom Serviced standard of operations books to make sure they were complete and up to date standards Worked with and maintained multi-million dollar reverse osmosis water purification units, pumps and hoses