Customer Service Professional

Mark Goff

***** ***** ******* ***** # ***, Fishers, IN 46038 • 317-***-**** • *******@***.***

Objective

Complaint Analyst

Experience

**/**/** – 06/27/13

MAM Outdoor Living

Carmel, IN

Position - Landscaper

Landscaping – Tree & Plant Installation, Transplanting, Landscape Maintenance

Hardscaping – Paver Patios, Retaining Walls

Lawn Maintenance

11/15/02 – 09/01/12

American Funds

Carmel, IN

Position - Shareholder Services Representative / Business Analyst

Interacted with customers via phone, email and fax

Answered complex questions regarding mutual funds, retirement plans and IRS regulations

Manned the Help Desk to answer questions from employees with less experience or knowledge

Facilitated training classes for employees

Analyzed proposed projects to assess feasibility and determine potential costs and benefits

Managed projects and acted as a liaison between the IT department and the business units

Routinely utilized Microsoft Word, Excel, Outlook and PowerPoint

Typed 60 words per minute

Utilized 10 key for data entry

Conducted database searches using SQL programming language

Education

09/01/83 – 06/01/87

Bristol TN High School

Bristol, TN

High School Diploma

06/01/90 – 06/01/94

East TN State University

Johnson City, TN

Bachelor of Science

Major in Biology / Minor in Chemistry

09/01/94 – 06/01/98

Baylor College of Medicine

Houston, TX

Master of Science

Area of Study – Molecular Virology

References are available on request.

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