Customer Service Manager

Marge West

*** ******** ****** **********, ** ***27

c-303-***-**** / h-303-***-**** *******@***.***

SUMMARY

Detail-oriented Customer Service professional with demonstrated expertise in

developing and retaining customer loyalty and providing outstanding customer

service and training.

QUALIFICATIONS

Able to work comfortably in MS suite of products and familiar with Oracle,

PeopleSoft and Siebel software.

Fast learner with high level of attention to detail. Proven track record of

learning industry specific, proprietary software as well as taking on new tasks and

completing and implementing in a timely accurate fashion.

Proficient with creating customer service documentation, problem escalation and

case tracking. Highly self-motivated and enthusiastic. Works cooperatively in a

team with high level of accountability.

WORK EXPERIENCE

SilverPlume/Vertafore Boulder CO.

Manager of Customer Service

Direct customer contact for software support of multiple proprietary applications

via phone, Live Chat, and email. manage procedures, documentation and metrics.

Moved from entry level customer service with little knowledge of the insurance

industry to manager within a few years. Developed procedures and documentation

for both internal and external use as well as provided training for new

applications as they were developed. Assisted with refining internal customer

service software for greater efficiency and faster access to customer data for

problem resolution.

Assist QA with testing and design implementation. Relayed customer concerns and

suggestions to development teams and assisted with implementation of changes to the

software.

EDS/Neodata Louisville, CO.

Helpdesk & Network Services

Manage calls and requests related to hardware and software applications in the PC &

mainframe arena. Configure & install hardware and software, repair & upgrade PCs,

printers on the network. Started as tier I support and worked to become the tier

III/supervisor level within a few years.

PRX Pharmacy Systems Boulder, CO.

Technical Customer Support

Install and configure proprietary pharmacy system for both retail and hospital

pharmacies. Answer calls, assist with hardware and formatting issues, troubleshoot

labeling, reports and claim submission.

Quickly learned the hardware and software issues without any prior computer

training or knowledge of pharmacy procedures.

EDUCATION

University of Colorado - Boulder, CO

BS- Exercise Physiology/Kinesiology

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