Stephen K. Washington

*** ****** **** 215-***-**** (home)

Dresher, PA 19025 idpqe5@r.postjobfree.com 215-***-**** (cell)

SUMMARY OF QUALIFICATIONS:

Experienced in providing excellent customer service and maintaining good public relations in variety of fast-paced business environments.

Able to use Microsoft Word, Excel, PowerPoint and Access and perform Internet research.

Experienced in typing accurately at fast rate (65 wpm), while working as liaison between clients.

Experienced working accurately under deadline pressure; excellent quality control background.

Experienced in diplomatically diffusing anger and successfully resolving client problems.

EXPERIENCE

Insurance Agent / PeopleShare, Blue Bell, PA 2011

Worked in temporary assignment as part of 70-agent crew in a busy call center.

Responsible for handling inbound calls and capturing data on behalf of the client (Highmark) in support of their campaign for Medicare Annual Enrollment Period.

Enumerator/Crew Leader / US Census Bureau, Philadelphia, PA 2009-2011

Canvassed and listed housing units in assigned area; conducted brief interviews with respondents.

Recorded housing data on a hand-held computer.

Trained seven-member crew of interviewers for subsequent operation, verifying accuracy of Census data.

Observed and monitored activity of crew members on a daily and ongoing basis.

Member Services Technician / Tel-Drug of Pennsylvania, Horsham, PA 2007-2009

Responsible for troubleshooting prescription drug orders for home delivery pharmacy. Examined client records for accurate information and used various on-line resources to ensure that prescription orders were correct.

Made occasional calls to clients to verify information on file.

Maintained standards of confidentiality and diversity.

Communications Assistant / AT&T, Wayne, PA and Trenton, NJ 1990-2006

Developed extensive call center experience; facilitated calls to and from hearing/speech-impaired customers using specialized computer console.

Relayed calls verbatim, using professional telephone manner, according to highest industry standards of customer service, and applying knowledge of deaf culture and diversity issues.

Serving as a “bridge”, typed messages using average speed of 65 wpm, to facilitate communications between clients; adhered to standards of confidentiality, quality and accuracy.

Handled difficult call situations (angry, distraught, dissatisfied customers) and, occasionally, emergency calls.

Knowledgeable in land line, cellular and PC protocols required to bridge customers.

Prepared billing information.

Completed fiber optics communications training and obtained certification as fiber optics installer.

Won several Customer Service Awards

Part of business unit that earned 1994 Malcolm Baldrige National Quality Award.

Processing Clerk / Internal Revenue Service 1989-1990

Processed/examined tax returns for accurate and complete information, meeting all productivity goals.

EDUCATION

Fairleigh Dickinson University, Madison, NJ (Bachelor of Arts - Music)

Strayer University, Washington, DC (Certificate in Computer Programming)

Temple University, Fort Washington, PA (A+ Hardware & Operating Systems)

ADDITIONAL INFORMATION

As Operations Specialist in US Navy, served aboard aircraft carrier; interpreted radar evaluations, tracked movements using specialized data systems, and communicated with other ships using specific protocols. Maintained Combat Information Center displays of strategic and tactical information. Operated classified surveillance radars and associated equipment.

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