Denise Mullins Email & Phone Number

Lebanon, Indiana

Indianapolis, Indiana

Effectively handle incoming calls for national home improvement company in the United States and Canada. Place orders, file complaints and compliments and handle problem issues in regards to order, store, delivery and installation issues.

Lebanon, In

Effectively handle incoming calls for multi faceted educational publishing company- processing orders and price quotes, as well as tracking shipments and handling claims to provide complete resolution on a one call basis Resolve complex issues like non-deliverable packages, district wide credit or defective/ damaged issues processing credit and debits when needed. Train incoming representatives both in person and more recently virtually via adobe connect. Provide assistance to other departments to maintain goals. • Handle incoming calls with an 19.86% idle wrap out of the targeted 27% for call takers. • Exceed quality requirements on verbal communication out of the targeted 100% with a 99.1..• Exceed accuracy requirements with a 99.98% out of 100% target on orders and claims. • Received the “Spotlight award” for outstanding customer service by solving a school district’s credit issue which encompassed 4 schools damaged/defective books. A detailed spreadsheet was presented to the school district outlining each of the credits to match the invoices for resolution. • Assisted the Higher Ed Division as needed during peak periods as well as volunteered to work overtime to achieve our goals within Customer Service.• Researched and resolved complex claims that require level 3 training to accomplish; for instance processing credits on credits. •Received 43 quality club awards of 95% and better and 11-100% quality club awards from 2005-2011 when the program ended on verbal communication and professionalism..

Worked for a 4 physician office. Responsible for maintaining patient's charts and contacting facilities for comparison films per HIPPA regulations. Also filled requests (copied films) for the transfer of films to other facilities for comparison. Processed films through a CAD machine which provided a 2nd check before presenting to the doctors.

Associate'S Degree, Business Management & Logistics, Graduated Magna Cum Laude- Made Deans List Twice

Activities and Societies: Kappa Beta Delta International Business Honor Society

High School Diploma

Activities and Societies: choir, pep club, business club, library club and FHA