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Patricia Roche

3 Karen Court
New Castle, DE 19720
302.324.8757 Home
Professional Summary
Proven expertise as a customer service specialist. Excellent communication and p
roblem-solving skills. Demonstrated ability to perform under pressure and meet
multiple deadlines in progressively challenging positions using broad skill-set
and expertise.
Agilent Technologies/Spherion Wilmington, DE
7/17/09 to Present
Telesales Customer Service
Serve as first point of contact for all North American LSCA customers placing c
onsumable orders via phone and fax. Provide information to customers, availabili
ty, price, part numbers, order status, etc. Process returns and resolve issues w
ith the help of team leads and technical support team. Utilize knowledge of prod
ucts, services, policies and procedures to ensure the customer receives the high
est level of satisfaction.
Sardo & Sons Warehouse Newark, DE
12/2/08 to 3/6/09
Customer Service Rep
Responsible for expediting customer orders using SAP system. Process bills of l
ading, certificates of analysis, run labels for shipments. Work closely with war
ehouse personnel and logistics coordinator routing freight. Follow up with cust
omer service reps on deliveries.
Hercules Inc./Franklin Group
3/24/08 to 5/30/08 Wilmington, DE
Customer Service Rep
Responsible for all activities required to create and maintain new and prospect
ive customers in the SAP system, including partnering information; functioning a
s the point of contact for all assigned customers for issue resolution, order pl
acement, billing, returns and fulfillment of special customer requirements.
Process credits and debits to the customer account and resolve invoice short pa
Interact with allocators/ salespeople in order to obtain pertinent information,
which is necessary to process orders for customers.
Interact with credit analysts in order to obtain approval to quote customers wi
th credit issues. Escalate quoted order requests for which customers have called
back in need of material at an earlier date than requested.
Follow up with customers on orders placed, tracking orders, and satisfaction wi
th products.
Agilent Technologies Wilmington, DE
11/2005 to 5/2007
Order Acceptance Agent
Generate service/part quotes using SAP, Siebel, Word and Excel to customers nee
ding service and/or parts on analytical instruments that are not covered by a su
pport agreement or warranty.
Interact with technical support engineers in order to obtain pertinent informat
ion, which is necessary to quote service requests.
Interact with credit analysts in order to obtain approval to quote customers wi
th credit issues. Escalate quoted service requests for which customers have call
ed back in requesting more information such as confirmation of receipt of purcha
se order, instructions on how to complete paperwork that is sent along with the
quote, explanation of quote itself.
Process service calls once method of payment is received, send to scheduling co
ordinator. Served as first point of contact for customer order payment, taking
credit card information, correct billing address, etc.
DuPont Surfaces/Addecco Wilmington, DE
8/2004 to 2/2005
Customer Call Center Associate
Inbound call center. Handle all incoming calls from prospective customers, 20-
Record all data and calls on CRM database.
Maintain high level of product knowledge and customer service.
Provide technical information to consumers.

Proficient in MS Office, Windows XP, Word, Excel, SAP R3, BRIO, Siebel, Outlook,
Power Point, Lotus Notes.
Salem Community College, Carneys Point NJ
Various company-sponsored training in areas such as SAP 6.0, Microsoft and inte
rpersonal skills.