Kathleen B Mitchell

540-***-****

acgwjc@r.postjobfree.com

acgwjc@r.postjobfree.com

CAREER OBJECTIVE

Desire a position where I can work in Insurance, Human Resources or Human

Services, utilizing my extensive customer service experience and Benefits

helpdesk experience.

EDUCATION AND TRAINING

Lord Fairfax Community College, Middletown, Virginia

Associate of Arts in Education, 2002

University of Phoenix

Bachelor of Science, Human Services/Management 2012

EXPERIENCE HIGHLIGHTS

. Work at the CSC Benefits Helpdesk beginning as a subcontractor

beginning in September, 2011.

. Over 2 years of experience handling high volume call center: superior

customer service

. Recipient of customer service awards

EMPLOYMENT HISTORY

CSC Human Resource Analyst

01/2012-Present

Current responsibilities include taking calls on the helpdesk from

employees, concerning benefits and assisting employees with benefits

concerns including open enrollment. The customer service steps include

discussion of benefits, and transfer of calls to relevant helpdesks, leave

representatives and other CSC employees. The tasks also include creation of

tickets to resolve employee concerns and careful documentation in the

tickets of issues being resolved along with previous activities. I assist

employees with benefits questions concerning health plans and open tickets

to escalate issues of employee relations. My tasks have evolved to include

training of new hires as my experience level has increased. I demonstrate

the use of the computer and phone system in assisting CSC employees and

guide the trainees. I have access to the Human Resource databases,

ticketing system and Employee Self Service administration.

Apple One Staffing- Customer Service Representative

09/2011-01/2012

Responsibilities included taking calls from CSC employees concerning

enrollment for benefits, retirement plans and employee relations issues.

Primary actions involved creating and documenting tickets with each call

and escalating them to the appropriate team. Careful documentation

constituted a primary function of the position. The position involved use

of human resources systems, employee self service administration and other

administrative systems.

Vera Bradley Outlet

10/2010 - 09/2011

Customer Service/Sales Associate

The job responsibilities include but are not limit to assisting customers

with product questions and purchases; provide information to customers and

co-workers about product usage, availability and application. Answer store

telephone to answer customer questions about product availability and quote

prices; builds and maintains customer relationships. Investigates and

resolves customer problems or complaints; emphasizes salable features,

quotes prices and credit terms, and prepare sales orders for orders

obtained. Operates cash register, when it is necessary, accurately and

efficiently to ensure customer satisfaction. Also, coordinates efforts of

assigned area to assist in achieving store, regional and company sales and

profitability goals; supports company promotional activities with

appropriate training, staffing, merchandising or selling activities.

Maintain inventory and displays within assigned area to merchandising

standards by stocking, facing, straightening, and any other task necessary

to maintain appearance, customer satisfaction and salability of items.

Off 5th Saks Fifth Ave

2/2009 - 10/2010

Customer Service Associate

I worked with customers by greeting them at the cash wrap and discussing

options with them for savings on their transactions. I offered new credit

accounts to the customer and opened the accounts using the computerized

register. I used the register to complete transactions. I opened registers

and closed registers. I posted deposits for the store.

State Farm

2008

Team member

I worked with David Smith at his Purcellville, Virginia agency. My duties

involved running insurance quotes and making policy changes. The agent was

promoted and relocated to Pennsylvania.

Allstate Insurance

9/2008 - 1/2009

750. Insurance Clerk

I worked as an insurance clerk by using the computer system to run

insurance quotes. I used the internet to email quotes to customers. I

called customers to follow up on quotes

The Marshall Agency

3/2006 - 5/2006

Insurance Sales associate

I used the computer system to run insurance quotes. I posted payments for

policies. I added vehicles to policies. I answered customer questions by

phone and in person.

AAA MidAtlantic Insurance Agency

1/2005 - 12/2005

Insurance Counselor

I answered inbound calls from AAA members. I used the software programs on

the computer to run insurance quotes. I issued insurance policies. I faxed

policy documents. I placed outbound calls to AAA members, offering

insurance policies.

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