**** ****** ****

Garfield Heights, Ohio *****

216-***-****

acfis0@r.postjobfree.com

CUSTOMER SERVICE PROFESSIONAL

Profile

More than 15 years of successful experience in customer service and support with recognized strengths in account maintenance, problem solving and trouble-shooting, sales staff support, and planning/implementing proactive procedures and systems to avoid problems first.

Excellent working knowledge using both IBM and Mac systems; Lotus 1-2-3, Microsoft Excel, Word Perfect, Microsoft Word, Access and

Power Point. Ability to quickly and effectively solve challenges as well as train, motivate, and supervise customer service employees.

A team player, acknowledged as “Total Quality Customer Service Professional.”

Employment

Northeast Ohio Media Group

Cleveland Ohio 10/13 - present

Account Representative

Assist customers with classified ads

Complete setup of ads for print from beginning to end

Efficiently handled all incoming and out going calls

Process payments for ads and answer any questions regarding advertising

Sears

North Randall Oh. 10/07- 2/09

Receiving Clerk

Verify documentation matches freight description using computer system.

Breakdown and remove freight trailer

Verify and complete required documentation and reports

Comply with all applicable laws/regulations, as well as company policies/procedures

Assist customers with freight and freight documentation as needed

Selman & Company Cleveland Oh. 05/06 – 04-07

Customer Service Representative

Assist existing and potential customers with term life and accidental death policy interpretation, claims and premium/billing related issues.

Provide information/assistance with Medicare Part D plans

Responsible for acknowledging verbal and written inquiries. Including emails.

Provide customer service to external and internal customers.

Extensive use of Oracle and Access as well as Eldorado Information Systems

New York Life Insurance Company, Lakewood Oh 04/05 - 05/06

Attained Age Term Conversion Analyst / CSR

Work with Home Office as well as General Offices with underwriting and customer service as needed.

Completed LOMA Requirements as well as Insurance Customer Service Training.

Complete processing of conversions including DOT, S/VUL, UL all Term Products & Riders.

Processing Of Payments, Policy Loans & Change Of Beneficiaries.

Daily customer service responsibilities include address changes, name changes, payments and distribution of dividends and loans.

Assist Agents & clients via Email, Fax & Phone.

Catholic Charities, Cleveland, Oh. 03/03 - 11/04

Call Center Manager

Work with fund raising professionals covering 3 counties (Cuyahoga,

Summit, Lake), responsible for more than 1million dollars in pledges throughout the diocese.

Support/monitor reps in call center. Provide weekly Call Center progress reports.

Maintain quality pledges through follow-up. Constantly seeking new

ways to improve fund raising efforts by upgrading existing training methods.

Conduct monthly Call Center staff evaluations and provide written reports and spreadsheets to Director.

Active Response Marketing, Lakewood, Oh. 2001-2003

Call Center Supervisor

Worked with widely recognized mortgage brokers. Work entailed heavy

cold-canvassing, setting appointments for consultations.

Interview, hire and train new telephone reps.

Received Award from for outstanding work.

Helped position new team while conducting training for better qualified reps.

Marconi Medical Systems, Mayfield, Oh. 1997-2001

Senior Customer Service Representative

Assisted in implementing new real time ordering system (ASAP)

Processed domestic/international parts orders for customer as well as field engineers.

Experience with order entry, routing guides and packaging slips

Coordinated all shipping and logistical instructions with buyers and shipping department.

World Concepts Inc., Birmingham Al. 1989 - 1996

Call Center Supervisor

Interview, hire and train new telephone reps.

Supervise staff of 35+ telephone reps.

Update and develop mailing list and training materials.

Assisted customers on an individual basis to help meet their needs.

Responsible through motivation and instruction for increased sales for

two consecutive years (4 and 7% increases respectively)

Education

Potsdam State University – Bachelors of Arts – Business Administration

References upon request

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