Charmaine L.

Gillette
675 Congress Street
Elgin, IL 60120
(847)774-0693

Experience
Supervisor Customer Service 5/2004 - 1/15/09
KYB America LLC
>Supervised up to 6-9 customer service representatives
>Performed interviews and hired personnel for open positions
>Trained & cross trained representatives
>Tracked phone activity (300-400 calls daily) using TaskManager software
>Monitored the entry of all customers orders via phone, fax, e-mail and EDI
>Claims & warranties all processed within company deadlines
> Maintained customer files to ensure accuracy
>Support the Field Salesmen on customer's orders, special handling and timing of
orders
>Overseeing special projects
>Bringing in temporary employees if needed
>Worked with programmers to help install new shipping software
>Ensured shifts were covered with proper representative coverage
>Verified time cards for payroll, authorized vacation and sick time
>Performed performance objective and reviews
>Disciplinary actions if needed.
Administrative Assistant
12/21/98 - 4/2004
KYB America LLC
>Credit applications >Collection calls
>Trained new personnel >Assisting current personnel with questions
>Ordering and maintaining office supplies >Track shipping and billing errors
>Speaking with dissatisfied customers
>Switch board on a 10 line Merlin Legend Lucent System
>Generating daily and monthly reports for the President, Sr. VP, Regional Manage
r and VP Admin.
>Any projects that may arise and help as needed
>Contacting utility companies for new phone line installation etc.
Inside Sales Coordinator
06/98 - 12/98
Bearings Headquarters
>Answering phones
>Customer service
>Order taking
>Data entry
>Collection calls
>Warehouse, picking, packing, shipping, receiving, warehouse equipment included
hand pallet jack.
Fraud Claim Rep1
04/96 -06/98
First Card
>Assisting cardholders with fraudulent charges on their account as a result of a
lost or stolen credit card. >Performed quality audits and phone audits for the
Claims unit.
>Trained personnel on job functions I have learned such as: fraud applications,
fraud after death cases. >Generated morning production report.
>Sending mailgrams.
Collector
11/95 - 04/96
First Card
>Preventing credit loss of 1 month and 2 months past due accounts by telephone o
utbound/inbound calls.
Assistant Supervisor of Data Processing
02/92 - 10/95
KYB Corporation of America
>Over seeing work being done in Order Entry and in the computer room.
>Training new personnel.
>Cataloging-ensuring customers had the proper shock absorber fit for their vehic
le.
>Cross trained in the hydraulic motor division for shipping and pricing of motor
s, bearings, billets and replacement parts.
Manager
03/85 - 05/92
Achilles Meal
>Customer service >Cash register
>Inventory control >End of day books and balancing.
>Interviewed & trained new personnel >Cooked
>Ordered supplies >Cleaned
>Opened and closed the store

Education:
Dundee-Crown High School
Carpentersville, IL 60110
1982 - 1986
Elgin Community College
Elgin, IL 60123
Spring 1989
Certificate: Applied Food Service Sanitation
Seminars:
Leadership & Supervisory Skills for Woman
March 7, 1994
The Essentials of Excellent Customer Service
March, 1995

Skills & Abilities

Account Receivable
Purchasing
Account Payable
Excel
Windows 95/98/2000/Office Professional/XP
Davox System
Basic Four System
AS400 System 2000
Varsity Shipping Software Docuware Scanning
Software
TaskManager Phone Audit System Time Force
References:
Available Upon Request