Customer Service Management

Sarah Imler

*** ******* **, *******, ** *****, Home: 919-***-****,

********@*******.***

Summary Of

Qualifications

. Twenty + years customer service including several

years of management experience in customer service.

Excellent verbal and written communication skills.

Proven ability to solve member issues and coordinate

resolutions with supervisors and co-workers.

. Detail-oriented, self motivated; able to set

effective priorities and implement decisions to

achieve immediate and long term goals to meet

operational standards and deadlines. Comfortable in

fast-paced, multi-tasking, high pressure atmosphere.

Developed interpersonal skills, having dealt with a

diversity of management, supervisors and co-workers.

Able to work independently and as a team member:

adept at motivating co-workers to ensure smooth

workflow and increased productivity. Experienced in

Defined Benefit, Defined Contribution and Health and

Welfare Benefit Administration. Submitted Help Text

updates and helped to create both Help Text

templates and Training documents for various clients

on the Multi-client team.

Abilities

. Lotus 1-2-3

. Word Perfect

. Microsoft Office 2007 and XP Home Office

. IEX Scheduling System

. Omni Station for Omni

. CMS AT&T Call Management System

. Pass Management System

Professional

Experience

2006 - 2007 Benefits Consultant, Fidelity Investments, Cary, NC,

Educate customers on ways to maximize their 401(k) plan

by identifying, responding and assessing their needs

Process account inquiries, historical transaction

information and check replacement

Communicate contribution, loan processing and

withdrawal guidelines

Administer 401(k) distribution payouts

Utilize a Microsoft Windows based workstation to

identify customer information

1998 - 2006 Senior Case Specialist, ACS, Cary, NC, Educate

customers on options available in their retirement

plans, both pension and 401(k) as well as any health

benefits available.

Process account inquiries, historical transaction

information and check replacement.

Communicate contribution, loan processing and

withdrawal guidelines

Administer retirement plan distribution payouts

Assist with open enrollment for health plan

participants

Train new specialists on plan specific information

Maintain schedules for team

Take escalated calls for specialists

1995 - 1998 Operations Support Specialist, Sheraton Reservation

Corporation, Raleigh, NC, Maintain call volume for

worldwide reservations center by ensuring coverage for

all shifts.

Run all daily reports for center

Ensure all schedules are kept by reservation agents

Handle escalated calls

Education

1984

Virginia Wesleyan College

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