Customer Service Project Manager

Michael H Ganbarg

** ********** **

Buffalo Grove, IL 60089

Phone: 847-***-**** e-mail: ********@*****.***

QUALIFICATIONS

Extensive experience providing high quality Customer Service, including:

. Applying strong communication skills and analytical abilities to

identify and resolve customer problems, and providing efficient

troubleshooting support over the phone and in person.

. Training new employees and customers in the use of complex systems

and/or processes.

. Consistently demonstrating thoroughness, efficiency, accuracy and

attention to detail.

. Ability to learn new systems and procedures with a genuine desire to

learn new skills.

. Utilizing Mainframes, Windows and Macintosh computers and

applications.

. Working well both independently and as a team member; skilled at

establishing rapport with individuals at all organizational levels and

with diverse backgrounds.

Employment History

Accurate Data Marketing, Glenview, IL

2010 - Present

Temporary Market Research Project Recruiter

As a temporary worker for Accurate Data, I have been making 80 - 160

outbound calls each day to recruit people to participate in national market

research programs. The recruiting process includes listening, asking

probing questions and evaluating responses to determine participant

demographics and program eligibility. I am also responsible for providing

my daily call reporting to both the Project Manager and President of

Accurate Data.

Heart Financial Services, Schaumburg, IL

2010 - 2010

Temporary Customer Service Representative

As a temporary worker for Heart Financial Services, from February 1st

through March 19th, I was trained on the document completion and initial

review processes of mortgage modifications so I could successfully complete

inbound and outbound calls with individuals regarding their mortgage

adjustments on behalf of Bank of America. My training included document

completion and review for standard Rate Reductions, HELOC Modifications and

the Home Affordable Mortgage Plan. Due to a combination of my prior work

experiences and having quickly become a knowledge resource, I assisted my

Team Lead with Supervisor calls and my fellow temporary associates by

acting as a Senior Customer Service Representative.

Michael H Ganbarg

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I-CAR (Inter-Industry Council on Automotive Repair), Hoffman Estates,

IL 2008 - 2008

Program Specialist

Solely responsible for monthly departmental engagement and revenue

reporting through direct reporting to Director of Operations. Served

insurance adjusters and automobile repair facilities. Analyzed trends and

monthly results to assist Director of Operations determine and deliver

training needs. Collaborate with management team in motivating team and

driving customer satisfaction results to highest possible levels.

. Responsible for coordinating with off-site Regional Managers and

Trainers to book and fill Welding Qualification Tests.

. Resolved complaint cases requesting supervisory intervention.

. Responsible for outbound calling to individual repair facilities

to assist with scheduling ongoing training opportunities.

. Processed changes and corrections and reviewed billing concerns

for registrations into all ongoing training opportunities within

the continental United States.

. Identified training issues and assisted in developing and training

associates.

. Served as primary contact for National automotive repair companies

Gerber and ABRA.

Prior Experience

Rand McNally Inc, Skokie, IL

2002-2007

Bid and Quote Analyst (2003-2007)

Solely responsible for daily revenue reporting to departmental and senior

management via an email pipeline report and a monthly report tracking year

to date revenues generated as a result of successful new bids and quotes.

Extensive contact with contracted sales representatives, regional sales

managers and numerous internal departments to insure the timely review and

completion of all bid and quote responses to schools, school districts and

state boards of education. Developed close working relationship with legal

department to insure timely and successful review and negotiation of both

new and renewed contracts. Developed and delivered annual in-house training

on the bid and quote process to small groups of new contracted sales

representatives.

Educational Publishing Customer Service Associate (2002-2003)

Responsible for daily processing of phone, fax and email orders, inquiries,

complaints and disputes for both internal and external customers. Solely

responsible for reviewing, confirming and releasing all orders externally

entered online through company website and internally entered by Order

Entry Department and Temporary workers on a daily basis. Provided all

Michael H Ganbarg

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departmental product and procedure training for new and temporary

employees. Served as knowledge-based resource for the team.

Hewitt Associates, Lincolnshire, IL

2000-2002

Participant Services Associate

Counseled client participants of a Fortune 500 company on their 401K,

health and group benefits and pension plans. Handled 70-100 inbound calls

on a daily basis in a call-center environment. Sole contact for 3rd party

vendor to resolve payroll deduction issues. Administrator for internal

research database, acted as new-hire mentor and a knowledge based resource

for the team.

Hos-Pillow Corp., Mundelein, IL

1996-2000

Customer Service Manager

Established and maintained vendor and client relationships via incoming and

outgoing phone calls and email. Assisted with processing payroll, billing

and collections for numerous accounts in public, private and governmental

sectors. Assisted company principals in contract negotiation with vendors

and clients. Placed and tracked orders with remote manufacturing plant

locations to insure quality and delivery.

Walgreen Drugs, Deerfield, IL

1990-1996

Camera Department Manager

Processed customer orders for standard, custom and volume film

transactions. Maintained weekly supply orders, department inventory and

equipment. Managed installation and implementation of 1-hour photo

machines. Supervised and developed all training for 1-hour machines. Led

the department in becoming the number 1 camera department within the entire

company through increased sales due to additional associate training.

EDUCATION

Graduate, Professional Bartenders School, Schaumburg, IL

Attended, Illinois State University, Normal, IL

Graduate, Deerfield High School, Deerfield, IL

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