Customer Service Representative

SHEILA A. MURPHY

**** ********** **. **. *****, MO 63138

Home: 314-***-**** – Cell 314-***-****

Email address: *****************@*****.***

SUMMARY OF QUALIFICATIONS

Professional Customer Service Specialist with over 25 years experience including Student Loans, Auto Insurance,

Credit and Collections, Customer Service Management, Customer Service Operations, Text Entry, Fingerprint

Scanning, Customer Care Manager, Communications Supervisor and Senior Representative. Strengths include proven

ability to be a team player as well as a team leader. Exhibit confidence in self and other, inspire and motivates others

to perform well.

PROFESSIONAL EXPERIENCE

MOHELA -Missouri Higher Education Loan Authority – Chesterfield, MO 2012 – Present

Call Center Supervisor

Conduct interviews and hiring, monitor/track/take action regarding staff performance, provide staff recognition and

disciplinary measures, complete performance reviews, manage work flow and ensure quality control, research and

suggest telecommunication products, service, or technological improvements. Supervisor the day-to-day activities of

31 Agents.

• Conduct staff meetings, participate in company-wide meetings, and communicate with customers in

escalated situations as needed to resolve account issues.

• Strives to implement practices leading to improved service/performance.

• Monitor ACD, VRU, Email reports daily to ensure servicing goals are met. Prepare management reports

monthly.

• Knowledge of ACD, Auto Dialer, Voice Response Unit, Web Emails and Auto Pay. Working knowledge

of PHEAA systems screens for FFELP loans.

MOHELA -Missouri Higher Education Loan Authority – Chesterfield, MO 2010 – 2012

Senior Representative

Display a professional and positive senior image. Communicate with Default Recovery Manager and Call Center

Coordinator/Agent back up to ensure the department and staff members are operating efficiently and cohesively.

• Train Staff on procedures and policy changes, new system and phone functionalities, web based products, and

all additional supporting tasks within the call center.

• Responsible to delegate, monitor, track and quality check daily work flow order to meet department goals and

servicing contractual obligation. Provide immediate help to all agents and respond to escalated

situations/calls as needed.

• Account Research/Analysis respond to agency wide request regarding complex problem accounts with cannot

be resolved through normal agent activity.

MOHELA -Missouri Higher Education Loan Authority – Chesterfield, MO 2009 – 2012

Default Prevention Specialist

To Efficiently and accurately pursue the resolution of delinquent and defaulting loans by making outgoing and

receiving incoming calls regarding student loan accounts which require a strong understanding of internal

departmental processes, policies, procedures and system processes, in accordance with Federal and State regulations.

• Timely and accurately process departmental tasks to maintain due diligence and third party requirements.

• Parties of contact include borrowers, lenders, schools, references, co-signers, and third parties who may be

inquiring on the loan.

• Maintain the highest levels of privacy and security in order to protect customers, business partner, and

MOHELA while providing exceptional customer service.

SHEILA A. MURPHY Page 2

RESPONSE INSURANCE – St. Louis, MO 2008 - 2009

Insurance Advisor

Serve as an Insurance Advisor for the 14th largest direct mail automobile insurance company which provides insurance

to consumers in 43 states.

• Answer incoming calls from insured and/or agents.

• Contributed to the Company conservation efforts by retaining 10% of the book of business.

• Respond to request regarding billing, processing, underwriting status and general acceptability of risk.

• Develop and maintain knowledge of personal lines policies, procedures, coverage’s, rating and processing

guidelines.

• Instrumental in improving customer satisfaction rating by exhibiting excellent customer service skills.

• Received outstanding positive comments from team members and policyholders, as well as exceptional

feedback from senior management.

GMAC INSURANCE – St. Louis, MO 2006 – 2008

Customer Service Representative

As a Customer Service Representative for the third largest automobile insurance company which provides insurance to

consumers in 49 states.

• Responded to and resolved customer concerns regarding processing, billing, underwriting status and general

acceptability of risk.

• Consistently met and exceeded Company expectation for handling a set number of calls per hour.

• Dramatically enhance customer-satisfaction ratings by maintaining knowledge of personal lines policies and

procedures and ensuring a high degree of accuracy.

ADECCO TEMPORARY SERVICES – St. Louis, MO 2005 – 2006

The Medicine Shoppe International – Earth City, MO

Credit and Collections Representative

Serve as a Customer Service Representative for a leading pharmaceutical company.

• Monitoring and maintaining customer accounts, collections activity and payments.

• Researching discrepancies and interfacing with sales, operations, cash application and other credit and

collections individuals.

• Wrote new training manual for the collections department.

ADECCO TEMPORARY SERVICES – St. Louis, MO 2005 – 2006

JM Family Enterprise/World Omni – Earth City, MO

Collections/Billing Administrations Clerk

Serve as a Collections/Billing Administrations Clerk for Mitsubishi Car Loans.

• Answer over two hundred inbound calls per day.

• Scheduling payment arrangements, processing Intel-check payments and properly noting accounts.

• Processing over one hundred check request per day for repo companies for repo, storage, mileage and key

fees.

AEGIS COMMUNICATIONS GROUP – Fairmont, WV 2004 – 2005

Customer Service Specialist

Serve as a Customer Service Specialist for AT&T High End Ordering.

• Serve Wal-Mart accounts one of AT&T largest accounts via computer software and emails.

• Change service, process transactions, schedule installations and disconnections for AT&T long distance

service.

• Resolve problems and/or complaints.

SHEILA A. MURPHY Page 3

MICHAH SERVICS, LLC – Fairmont, WV 2001 – 2003

Text Entry/Fingerprint Scanning Operator

Processed and Scanned Fingerprinting Cards for the FBI.

• Text entry and Scanning.

• Process confidential Criminal and Employment Information into the computer system for the FBI.

• Security Clearance.

HANCO SYSTEMS, INC. – Peachtree City, GA 2000 - 2001

Customer Care Manager

Managing and maintaining over 50 wholesalers and distributors accounts.

• Ordering ATM machines, parts and supplies.

• Updating and maintaining customer database information.

• Scheduling monthly calls to assure quality service.

THE SALVATION ARMY ADULT REHABILITATION CENTER – Atlanta, GA 1995 – 1999

Communications Supervisor

Responsible for effective supervision of staff and overseeing the day to day operations of The Salvation Army

Donations and pick up services which included Customer Service Operations, The Transportation Department and

Dispatch.

• Supervised over 30 Route Drivers, 10 Telephone Room Operations and 2 Dispatch Operators.

• Maintained Reports for maintenance for over 20 Trucks and 2 Semi Tractor Trailer.

• Insure that all calls are made as scheduled and that care is taken to insure the security and safe handling of all

donated goods and materials.

• Responsible for developing assigned route, including bagging on both sides and across the street of each

donation pick-up.

• Responsible for the safety and security of the truck and equipment, including securing the hand-truck at the

end of the day.

• Complete Truck Inspection Report daily and report maintenance and safety conditions.

• Responsible for coordinating the scheduling of dispatch of donation pick-ups for the geographically areas.

SKILLS

• Microsoft Word, Excel, Microsoft Outlook, Power Point, GPLUS, Fax Machine, Typing 55 WPM, PHHEA

System, RAM, N-Focus Plus, Auto Dialer System, ACD, Voice Response Unit, Web Emails and Auto Pay.

EDUCATION

• Fairmont Senior High School – Fairmont, WV – Diploma

• Fairmont State University – Fairmont, WV – Undergraduate

References Available Upon Request

Contact this candidate