Customer Service Representative

MARK J. THOMAS

** ***** ******, *********, *******

Telephone: 508-***-**** (Home) 508-***-**** (Cell)

Email: **************@*****.*** LinkedIn

SUMMARY

A customer service professional, with proven abilities in leading and contributing as part of a

team. Strong interpersonal and issue resolution skills. Proficient in the use of Microsoft Office

Suite.

EXPERIENCE

KeyBank Boston, Massachusetts 2002-2010

Member Service Representative (Higher Education Loans) 2008-2010

• Provided highest possible level of service to internal and external customers

• Performed ongoing research and assessment of client schools to identify trends, needs and

potential opportunities

• Worked with clients to identify, document and resolve issues

• Took ownership of issues through to successful resolution to ensure customer satisfaction

• Worked with relationship managers to maximize revenue growth opportunities

• Increased incremental revenue during first year due to improved service and processing

• Engaged with internal and external partners to ensure customer satisfaction and promote revenue

growth.

• Ensured client profiles were correctly set up based on selected products and services

Team Lead (Monthly Payment Plan) 2005-2008

• Assisted department manager in hiring, training and supervision of staff

• Gathered, analyzed and produced call data reports to improve performance

• Tracked departments call volume to ensure department met goal

• Handled written and telephone communication from clients regarding escalated issues

• Monitored customer service representative calls to ensure quality

Loan Servicing Specialist 2002-2005

• Made calls to and received calls from clients to resolve requests

• Coordinated projects when required such as loan securitization

• Produced report and supervised mailing of monthly customer survey

• Responded to written client queries

Legal & General Assurance Society 1998-2001

Loss Assessment Analyst

• Analyzed and collated data from investor files to assess possible loss

• Performed loss assessment calculations and produced offer letters

• Responded to investor complaints and queries

• Assisted in training of trainee analysts

• Worked under tight government deadlines and targets

EDUCATION

Boston University Corporate Education Center Boston, MA

Oracle and Microsoft Solutions Development

Microsoft Certified Applications Developer

BU certified in development of Oracle databases

Pontypridd Technical College South Wales UK

Photography

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