Customer Service Sales Representative
Resume:
Franklin L Schimke
abg15u@r.postjobfree.com
Milwaukee, WI 53207
CUSTOMER SERVICE-INSIDE SALES REPRESENTATIVE-DISPATCHER
Twenty years of full time experience in all aspects of customer service
including supervising, handling telephones, resolving complaints and
training new customer service representatives. Particularly effective in
handling difficult customers with enhanced negotiation ability. Extremely
detailed oriented, utilizing maximum performance standards to improve
customer service standards and customer satisfaction levels.
CAREER SUMMARY
PMC Professional LLC 2011 to 2011
Harley Davidson
Customer Care 1
Customer Service position primarily directing inbound calls to the
correct department. Answering of level 1 calls through the use of
online resources. 95% of all calls needed to be redirected.
Metavante Corp. (Manpower) Milwaukee, Wi. 2009 to 2010
Division of M&I Bank
Customer Service Representative
Customer Service position involving the handling of all aspects of gift
cards for various corporations. This position included the research of
various program details and the proper implementation of policies
concerning reverse-transactions, fraud reporting and over the limit fees.
Batzner Pest Management, New Berlin Wi. 2006 to 2008
#1 Pest Management Company in Southeast Wisconsin
Customer Service-Inside Sales Representative
Customer Service-Inside Sales position involving one call resolution for
all customer needs utilizing SAP. Exceptional listening skills needed for
quick and accurate pest identification in this challenging position.
Routing and dispatching of calls to service technicians insuring fuel
cost efficiency.
Account reconciliation is another major aspect of this great learning
experience.
* #1 in sales for month of December and April
* Verbal quotation of pricing
* Up-selling of additional services
* Completion of State of Wisconsin certification in Pest Management
* Completion of ed2go customer service courses
Brady Corporation, Milwaukee WI. 2005 to 2006
World leader in safety and identification products
Customer Service-Inside Sales Representative
Customer Service-Inside Sales position involving all front-end aspects in
the manufacturing and sales of safety and identification products. Strong
expertise in set-up and design of custom signs, nameplates and
identification markers. Creativity and the ability to think "outside of
the box" was essential in this fantastic position
* #1 in sales for the month of December
* Verification of pricing and shipping costs to reduce the expense of
credits and debits
* Educated contractors, architects and engineers in the use of our web
site for product certification eliminating the cost of postage in mailing
these certifications
* Ownership of all inbound calls increased customer satisfaction
* Use of ERP to track and maintain customer accounts creating maximum ROI
Washington Mutual Home Loans, Milwaukee WI. 2003 to 2005
Home Loan Servicing Center
Loan Servicing Specialist II
* Exceeded goals to resolve customer issues in a single call
* Decreased customer confusion by educating homeowners in the function of
escrow accounts
* Scheduled employees for training meeting, addressing proper phone
coverage to maintain customer satisfaction
* Increased revenue base by cross-selling additional products
* Coordinated computer updates with call center to coincide with business
needs
* Promoted from Loan Servicing Representative Specialist I
Jackson Hewitt Tax Service, Milwaukee WI 1995 to 2003
Income Taxes and Financial Advising
District Manager 2001 to 2002
Income Tax Course Instructor 1999 to 2002
Office Manager 1998 to 2001
Tax Specialist 1995 to 1998
* Provided direct support to store managers in 14 different locations to
maximum profit
* Annually conducted a 17 week training course for all employees in laws
and procedures
* Controlled labor and supply costs to insure profit
* Analyzed daily reports to identify employee misappropriation.
* Negotiated leases and equipment contracts to maximize company profits
* Annually installed all office equipment to ensure working properly
* Preformed internal and external audits of each store weekly to ensure
proper deposits made
* Created company training manual
* Purchased and implementation of automated phone system for refund
information, thus saving hundreds of calls coming into stores daily
* Implemented office contests to increase customer base.
* Designed and purchased media ads to increase customer base
American Automobile Association 1996 to 2002
Roadside Assistance and Financial Services
Lead Dispatcher and Lead Counselor 1998 to 2002
Roadside Assistance Specialist for General Motors Corp. 1997 to 1998
Dispatcher 1997 to 1997
Emergency Road Services Specialist 1996 to 1997
* Created and implemented policies and procedures for General Motors
roadside assistance program (RAP)
* Created tracking system in Excel to show profit and loss for each (RAP)
so contracts could be renegotiated
* Cross-sold additional products to increase profits
* Monitored response time of facilities to insure customer satisfaction
* Attended national RAP meetings in Dearborn Michigan
* Successfully completed cross-selling training seminar in Madison WI.
Education/Training
Kaplan University Continuing Bachelors Degree in Information Technology
Newly Enrolled
Colorado Technical University on line: Partial Bachelors Degree
Information Technology
GPA 3.61
MATC-Associates Degree in Liberal Arts (2006)
3.86 GPA
Scholastic Awards:
National Honor Society
MATC Deans List
Torch of Knowledge Award
Top 12 Finalist for Outstanding Graduate of the Year
CTU Deans List
Certificates:
CompTIA Network+ Fundamentals Received April 2009 from Colorado Tech
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