Customer Service Manager

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

Ave Apt#9-323-***-****

Hawthorne, CA E-mail

***** *********@yahoo.c

om

Paul Lee Beamon Jr

Objective Seeking a position where my skills, education, and

work experience can be utilized, and will offer

personal growth and achievements.

Work experience Dec 2009-July 2010 JP Morgan Chase

Chastworth, CA

HL ML Solicitor

Interact with customers to accurately and timely

resolve customer issues regarding all aspects of

delinquent government and conventional mortgage

loans including: complex inquiries, account

updates, customer complaints, document generation,

research request generation, follow-up and

escalation of issues as necessary.

Required to meet specific quality and volume

requirements for specified activities (80+ calls

per day).

Generate outbound calls with delinquent borrowers

who are considered high-risk or with associated

third parties.

Provide information on status, transaction, or

account activity; research disputed items and other

inquiries; resolve delinquencies and negotiate an

equitable payment arrangement.

Evaluate and select appropriate workout remedies

for conforming loans and refer non-conforming loans

to Loss Mitigation.

Resolve calls at the first point of contact when

responding to incoming phone calls regarding

customer service aspects of mortgage loans.

Respond to subset of customer inquiries where loans

are in Ch. VII Bankruptcy or foreclosure

2008-May 2011 St. Jude Medical Sylmar, CA

Remote Care Technical Support

Working under close and direct supervision on

defined work assignments and/or usually following

established procedures, answers technical and

informational questions.

Troubleshoots and resolves website problems and

transmissions of patient data.

Provide Desktop support in relation to products and

services

Works in a call center work environment, exercising

basic customer service skills in responding to

remote patient monitoring inquiries from

physicians, health care professionals, field staff,

and patients.

Responds accurately, promptly, and effectively to

such inquiries and provides the basic clinical and

technical interface between patients, the remote

care medical community, and various Cardiac Rhythm

Management Division (CRMD) departments.

Proactively questions callers to identify and

collect information to answer relatively complex

inquiries regarding technical issues and/or

complaints, as well as adverse events.

Triages calls and may forward them to other CRMD

personnel for further assistance when appropriate.

Performs assignments of moderate complexity.

Applies existing work methods to different known

situations.

Problems involve website navigation and

troubleshooting, patient transmitter set-up, and

product information for remote care products

Remains abreast of remote care advancements within

SJM and industry. Routinely uses the most

effective, cost efficient and best practices to

execute processes.

2007-2008 Posey Company

Arcadia, CA

Technical Support Supervisor

Coordinate and prioritize daily activities for the

Technical Service Department.

Responsible for the training of new personnel.

Direct and interact with Technical Services Rep's

to standardize scripting; customer responses, job

duties, and build on the foundation of continuous

cross training.

Convene with Quality Department to improve and

maintain communication that is critical in meeting

FDA guidelines and ISO standards, as well as

improve customer information resources.

Attend monthly product review meetings with Quality

and Product Managers to provide and attain feedback

from Product Managers.

Analyze large variances in product returns and make

improvements recommendations to Customer Service

Manager.

Continue to build knowledge database on Contact

Manager, for quick resources information and

preserving historical journal notes related to

customer issues.

Focal point for communication between customers and

internal departments involving product issues or

improvements that require out-of-process products.

Analyze data then present to CS Manager using trend

analysis, forecasting, and root-cause analysis.

Meet weekly with the CS manager and provide an

overview of any areas needing special attention,

status of department goals, and vital customer

feedback that requires diligent follow-up in

resolving an issue.

2006-Present Advantidge

El Segundo,CA

Technical Support Manager

Provide First Level Support For any Advantidge sold

products

Follow up on messages received from other team

members

Provide warranty and non-warranty technical support

by phone, in house, and at various sites

Communicate with sales representatives on repair

charges or unresolved technical issues

Set up and manage all RMA's for Advantidge

customers

Recommend repair or upgrade to insure the best

value for customers

Repair and upgrade of printers and software

Distribute work orders among Technical Department

Controlling inventories and expenses

Managing a team of Technical Support

Representatives

Schedule employees to ensure phone coverage within

corporate standards

Monitor and measure call performance. Make changes

to procedures, staffing and scheduling to ensure

performance goals are met.

Train call personnel on policies, procedures and

products.

2002-2006 Medtronic Northridge, CA

Clinical Service Technician

Research, analyze and provided technical assistance

for artificial pancreas, upcoming and current

products

Worked in conjunction with internal sales

representatives and doctors regarding customer

issues

Provided educational assistance to patients, nurses

and doctors as deemed necessary

Assisted patients, doctors, nurses as well as

sales representatives regarding product inquiries

Document product complaints form patients

Create shipping orders and equipment records

electronically

Research status of product shipments to ensure

timely delivery

Handled 40 to 50 incoming calls per day

2002-2000 Arroyo Optics

Santa Monica, CA

Fiber Optic Tester/Inventory Control

Assembly and troubleshooting of fiber optic

components

Splice fiber optic cable

Testing and documentation of assembles products in

various stages

1999-2000 Keiwit Construction

Torrance, CA

Administrative Assistant

Arranging conference calls and scheduling meetings,

conducting research, preparing statistical reports,

training employees, hiring and supervising other

clerical staff.

data entry; creating and maintaining various logs,

files, and maintenance of the database

Assisting with the coordination and execution of

local market events

Maintains administrative and archival files for

organization

Sorts and distributes incoming and outgoing mail to

staff within the organization

Order, receive, stock and distribute office

supplies

Process and trace expense reports and

reimbursements

1997-1999 Los Angeles Times

Carson, CA

Order Verifier

Confirm personal information for delivery of Los

Angeles Times Newspaper.

Enter processed orders into database

Explaining different subscription options

Collect payments via credit card

Diffuse situations and the ability to handle a

stressful environment

1996-1997 California Hardware

Whittier, CA

Shipping And Receiving Clerk

Processing orders, picking and packaging of

materials and inventory

Arranges cartons on pallets

Loads trucks keeping in mind cubic weight, size and

characteristics

Load & Unload outside vendors, scan incoming &

outgoing wheels.

1990-1996 Sav-on Drugs

Inglewood, CA

Supervisor

Accurate collection of payment for services

performed and operation of cash register

Provided back up support as Pharmacy Tech.

Handled bank statements accordingly

Shipping and Receiving

Supervise cashiers, floor clerks

Training and developing team members

performance reviews, disciplinary procedures,

fiscal reporting reports, inventory control, daily

sales recap, daily bank deposits, accounts

receivables

Education 1998-2000 Nova Quest

Torrance, CA

MCSE

1987-1990 Chatsworth H.S.

Chatsworth,CA

High School Diploma

Skills Ability to type 60 WPM, 10 Key by touch, proficient

in MAS 90 as well as SAP Data Base. Strong

communication skills written and oral. Demonstrate

the ability to handle confidential issues.

Excellent interpersonal skills necessary to

interact with others. Very organized and detailed

oriented. Ability to multi-task, meet deadlines

and work effectively in high-pressure situations.

Very self motivated, reliable, trustworthy and

dedicated.

References Available upon request

Contact this candidate