Customer Service Representative

Peter G. Shruhan

** ***** ******, ******, ************* 02026

781-***-**** (Mobile) 781-***-**** (Home) ***********@*****.***

CUSTOMER SERVICE PROFESSIONAL

Customer service professional with more than fifteen years of experience working with corporate international, business, and medical clients. Strong relationships and rapport built with customers and clients through superior communication, exceptional follow- through and commitment to excellence.

AREAS OF EXPERTISE

• Superior customer service skills

• Producing work audits

• Maintaining confidentiality and security of client information per client guidelines

• Processing levels of productivity and quality

• Workload planning and prioritizing

• Excellent communication skills

• Working independently in a team environment

• Detail oriented

• Monitoring and controlling confidential personnel files

• Providing timely customer service

• Increasing customer retention

• Preparing and presenting daily service reviews

PROFESSIONAL EXPERIENCE

SOURCECORP/HOV- NORWOOD, MA 1998-2012

Quality Control Specialist

Responsibilities:

• Conducted audits on production work based on client requirements

• Reviewed, verified and documented audit errors reported by clients

• Completed log reports, identified errors and provided supporting information into the audit database

• Created and communicated necessary quality reports for company, client and contractor purposes

• Participated in and contributed to quality performance reviews and discussions with clients

• Provided assistance to production staff (in-house and contractors) regarding rules and procedures

• Trained and mentored production staff

• Maintained current process requirements, rules and procedures

• Maintained organization of all records of completed work

• Maintained confidentiality and security of client information, per client guidelines

• Maintained levels of productivity and quality based on department standards

Faxon- Westwood, MA 1985-1998

Customer Service Representative

John Hancock- Boston, MA 1981-1985

Customer Service Representative

MultiBank- Dedham, MA 1979-1981

Customer Operations Clerk

SOFTWARE SKILLS

Microsoft Office Suite with expertise in:

• Excel

• Word

• Access

• Outlook

Additional Software Expertise:

• Textpad

• Paperflow

EDUCATION

• Graduated from Dedham High School

• Quinobin Technical School

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