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                                                           Farrah Zwick

309 Amity Rd                                                                                                   203-298-9876 (hm)

Woodbridge, CT 06001                     farrah@aol.com                         203-435-1230 (cell)   

Summary:

Account Management and Customer Service professional. Utilizing excellent interpersonal skills to build and maintain effective customer relations. Skilled in resolving challenging issues with exceptional followup skills. Well versed in deadline situations and time sensitive fulfillment.     

Professional Experience:

PANOLAM INDUSTRIES               Shelton, CT                (March 2011- March 2012)

Customer Service Representative – Samples Department

Responsibilities

·        Answered incoming requests for material samples of  NEVAMAR LAMINATE materials

·        Order processed in special software designed in house (in excess of 100 daily)

·        Re-evaluated and modified the look and efficiency of the special software

·        Coordinated special delivery and shipping options with South Carolina Factory logistics team

·        Maintained a working knowledge of products and codes used in daily communications via phone and email

Customer Service Representative – Account Manager

 

Responsibilities

·        Processed all orders, cancellations, and changes (People Soft) for West Coast clients

·        Coordinated shipping dates with California Warehouse personnel

FIS/METAVANTE CORP                Madison, CT              (March 2006-Feb. 2010)

Account Manager/Product Support Specialist 

Responsibilities

·        Handled client questions, requests, and complaints

·        Completed monthly reports

·        Trained new employees

·        Designed and modified the look and feel of the Health Care ID Cards

·        Identified and corrected transferred files

·        Troubleshot problematic Insurance

·        Ensured the timeliness of processing Customer files according to preset schedules

·        Monitored and maintained inventory as provided by vendors to ensure sufficient levels of ID card stock materials.

·        Streamlined Statement of Work process, reducing processing by 10%

·        Assisted in training of new hires, as needed

·        Selected, based on depth of knowledge, to train employees at new location (Texas)

COFACE SERVICE NORTH AMERICA              New Haven, CT                     1996-2005

Quality Control Supervisor (2004-2005)

Responsibilities

·        Assured the development of high quality, accurate credit reports providing key data to determine credit worthiness

·        Supervised six credit analysts

·        Proofread professional credit reports researched and prepared by Staff

·        Reviewed, updated and revised research data and credit forms

·        Reported to Operations Manager daily regarding any issues of Credit Analysts

·        Consulted with Vice President on policy matters

·        Trained Staff of Credit Analysts to ensure effectiveness, accuracy and clarity of Coface Credit Reports.

·        Identified and researched new venues of information gathering and implemented changes with staff

   

Customer Service Manager (1996-2004)

Responsibilities

·        Trained Customer Service personnel on “best practice”

·        Interfaced with all Departments regarding consumer matters

·        Reviewed, researched and resolved detailed Customer requests within 48 hour deadlines

·        Developed proficient interface with global representatives of active and prospective clients

·        Coordinated in-house and Client correspondence with our Central and South American Managing Directors

·        Resolved credit/debt management of Client orders in conjunction with our CFO and Accounting Department

·        Recognized by Officers for providing exceptional Customer Service Support for over 500 international and domestic clients.

·        Assisted in event planning, Company functions, and office décor

 Education:

Naugatuck High School - Graduate  

Boston College- “First Line Management “ courses – Certificate

UCONN- “Effective Advertising & Marketing” courses

Sacred Heart University – Law – Certified Paralegal – active 2012-2013

Affiliations:

Habitat for Humanity

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