Customer Service Manager

P at r icia M. Ma rquis

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

Melvin, M ichigan 48454

Phone: 810-***-****

*/*/**** – current

Work from Home Recruiter/Trainer/Scheduler – Advanced Lead Exchange

Hired to supervise and manage team of lead generators on calls for

virtual call center. Maintain Daily reports of team activity for

management, coaching and monitoring and provide training and monitor

progress of calls to achieve desired goals and standards of the call

center. Promoted to Recruiter to screen and process new applicants and

organize materials for training classes. Handled scheduling of agents

to provide proper phone coverage for call center. Provided training to

new agents prior to placement on a team within the call center.

http://www.advancedleadexchange.com/

1/4/2010 – 4/16/2010

Work from Home Tele Class Training Coordinator – Motivational Whisperers

Responsible to assist Life Coaches and trainers to coordinate On-Line

training courses with their targeted audiences to achieve a streamlined

webinar in various segments. I handled the implementation, formatting,

promotion, and marketing of the classes using on-line resources such as

Facebook, Twitter, etc. Assisted the CEO in preparation and presenting

Master Mind Group sessions to her targeted audience as she is a

Certified Life and Business Coach. http://www.qualified-

lifecoach.com/index.html http://www.motivationalwhisperers.com/ (my

website profile while I was an IC with MW.

http://www.motivationalwhisperers.com/members/profile/45)

11/16/2009 – 1/8/2010

Work from Home Virtual Receptionist – JC Law Group

Hired to accept inbound calls from clients, scheduling of appointments

for meetings with the attorneys. Placed outbound calls to clients to

remind them of appointments. Processed and Mail “Cease and Desist”

letters to creditors on behalf of the clients. Maintain database of

client correspondence. I was also responsible to book meeting rooms on

line for client/attorney meetings in two California cities.

http://www.jclawgroup.com/

7/20/2009 – 10/30/2009

Work from Home Agent Inbound Call Agent- J and M Call Center Solutions

Start-up small business where I was employed to take inbound calls and

Live Web Chats for a variety of clients. Also assisted in Data Entry

Projects and checking of IVR scripting for clients Inbound Voicemail on

Contactual phone platform for the call center as well as contact

numbers. Maintained scheduling of the chat operators for monitoring

various client’s websites for handling Live Web Chats to promote sales

and Customer Service. I was also responsible for scheduling Inbound

Agents for calls for small business clients. Business closed.

http://jmcallcentersolutions.com/

4/7/2007 - 7/20/09

Work from Home IC – Assistant Operations Manager, Scheduling Manager and

Shift Supervisor – Finger Lakes Web Answering / AOP (Associated Order

Processors)

Assist Operations Manager and Owner/Executives in all phases of

business and maintain the phone platforms necessary for accepting calls

at the call center. As Operations Manager I was responsible to

maintain the Call Center Platform of Five9 and Contactual, prepare IVR

scripting for the flow of calls presented for the various campaigns.

Prepare back office reports for tracking information for all calls –

inbound and outbound. As Scheduling Manager I was responsible for

scheduling all work at home agents to take inbound calls for a variety

of clients maintained by FLWA.

http://www.shiftboard.com/casestudies/aop.html Maintain Weekly Reports

necessary to track performance of agents and reports for payroll

department. Perform functions necessary to monitor website activity

for potential clients, current clients, and live web chats for visitors

to those client’s websites. Also responsible as a Shift Supervisor to

be sure all calls are answered and handle work at home agent’s issues

to be sure they are ready and reporting for their shifts. Also take

inbound calls and orders as scripted by the various clients. Business

closed as mandated by the FTC.

2/20/2000 – current Self-Employed

Work from Home Office Manager

Maintain website for sales of model stationary steam engines.

Responsible for all aspects of computer programs, correspondence,

faxing and processing orders. My current farm businesses is raising

meat goats and, therefore, maintain two of my own websites and belong

to many forums to keep current on events, nutrition, sales, and medical

information pertinent to the raising of livestock.

10/18/2002 – 12/18/2004 Postmaster Relief (PMR) United States Postal System –

Peck, MI

I was responsible for the duties of Postmaster for Post Office of Peck.

Responsible for collection, delivery, and maintaining of mail routes.

Duties included receiving, sorting, and delivery of mail to all office

boxes as well as receiving all mail and packages for sorting to the two

main delivery routes of Peck. Also responsible for reporting and

mailing of daily activity reports which included all sales of postal

products, mail piece counts, and time sheet activity for rural carriers.

10/97 to 10/18/2002 Owner Self Employed

Bristol Clean Marine Care - Melvin, MI

Cleaning, Washing, Waxing of interior and exteriors of motor yachts,

automobiles, and recreational vehicles. Bookkeeping and tax

preparation and all necessary paperwork of self employment.

10/98 to 6/99 Customer Service Representative

Kelly & Co., Inc. - Marlette, MI

Responsible for all servicing activities, quoting, bookkeeping and

accounting, payroll and taxes.

10/94 to 10/97 Personal Lines Account Executive

LaCommare & Associates Insurance - Shelby Twp., MI

Responsible for all servicing activities of the Personal Lines

Department which included sales and underwriting for captive agency.

Also marketing and underwriting for specialty risks. Assisted in

training of sales staff to maintain benchmark standards required by the

company.

3/89 to 10/94 Customer Service Representative

David Bandt Insurance Agency, Inc. - Lexington, MI

Duties as CSR for Personal Lines which included sales, underwriting,

and marketing. Assisted Agent with service of Commercial clients. Maintained

Data Base of client files and direct interfacing of new policies and

endorsements on computer.

2/88 to 3/89 Customer Service Representative / Accountant

Worden-Shannon Insurance Agency - Marysville, MI

Employed as CSR for Personal Lines Homeowners clients including sales,

underwriting, and marketing. Also responsible for payroll, taxes, and

account current bookkeeping and accounting for $1,000,000 book.

3/86 to 2/88 Accounting Specialist / Financial Advisor

UAW / GM Human Resource Center - Metro Detroit

Responsible for financial operations of the Detroit center. Maintained

budget reports, financial statement, inventory of equipment, and

supplies. I was the purchasing agent between vendors and center for

securing bids, estimates, and contracts for services. Acting liaison

for security matters and building maintenance for contracted services.

I assisted in centralizing Detroit center financial procedures with

National center on Prime computer base.

10/82 to 2/86 Office Administrator

Marsh & McLennan Group Associates - Detroit, MI

Employed to assist office operations for Employee Benefits. Maintained

personnel records and insurance benefits, management reports, all

accounting and banking functions including transfer of funds for

investing purposes. Produced client billings and collection of

premiums. Maintained inventory and ordering of office supplies. I was

responsible for training and supervision of clerical employees.

Instituted "Employee Handbook" for staff reference and "Procedure

Guide" to assist in training of new employees.

1/82 to 10/82 Office Coordinator

AmCare Benefits - Harper Woods, MI

Responsible for marketing and rating Employee Benefits coverage on a

self-insured basis. Handled office operations which included all

accounting and bookkeeping, payroll, taxes, and payment of agent

commissions. Experience with computer to produce monthly client

billing. Responsible for upkeep of personnel records and management

reports.

7/79 to 6/81 Department Manager

Geib Associates, Inc. - Birmingham, MI

Employed to manage Personal Lines Department. Major Duties: (1) Sales

- working with clients to establish an insurable interest; (2)

Underwriting - to determine eligibility with many companies that were

represented; (3) Marketing - determine suitable market for each client

to suit individual need. Duties also included; typing of policies,

invoicing, rating, and handling inquiries of coverage. Instituted

"Procedure Guide" to help in training and assisting staff. Designed

"Information Data Sheets" to obtain all pertinent information necessary

for underwriting. As a result, the files were organized and

information was easily located for evaluation. Instrumental in winning

company boating campaign for 1981 Boating Season.

7/77 to 7/79 Insurance Underwriter

Financial Guardian Insurance Agency - Troy, MI

Employed as underwriter for marketing Personal Lines accounts. Also

assisted in Johnston Agency transfer due to merging. Responsible for

typing, marketing, invoicing, and rating. Later promoted within

department to underwrite Recreational Vehicles.

5/77 to 7/77 Office Manager

Johnston Insurance Agency - Southfield, MI

Hired for one-girl agency to handle all phases of agency. Duties

included: bookkeeping, commercial rating, invoicing, typing, and

handling client inquiries. Owner retired, business merged with

Financial Guardian Insurance Agency.

7/76 to 5/77 Insurance Underwriter

Agins Insurance Agency - Southfield, MI

CSR underwriter for Personal Lines accounts for Homeowners and

Automobile.

7/74 to 6/76 Personal Lines Assistant

Reliance Insurance Company - Detroit, MI

Responsible for Personal Lines computer operations which included

the processing of policies and endorsements and preparing for mailing

to agents.

Education

Michigan Employment Training Institute - METI

Proposal and Contract Development

Cost Allocation

Contract Negotiations

Joint Training Partnership

Attended many seminars for management which included: Stress Management,

Office Administration, Interviewing Prospective Employees, and Secretarial.

1970 to 1974 Bishop Gallagher High School

General Summary

Marked ambition and desire for self-improvement manifested from childhood to

present. I am very detail oriented and accurate. Enjoy working with people

and I am a dedicated career person. I am able to make decisions and work

efficiently and independently. I am extremely knowledgeable and efficient

with computers and all softwares. My Credit Score is of excellent standing –

above 720.

References

James Rulison 585-***-****

James Rulison 585-***-****

Finger Lakes Web Answering / AOP Owner & Ceo

Jeena Cho 415-***-**** (Office)

Jeena Cho 415-***-**** (Cell)

Partner – JC Law Group

Theresa Wilkins 315-***-**** (Office)

Theresa Wilkins 315-***-**** (Cell)

Manager and Co-Worker at Finger Lakes Web Answering

John Herrmann 513-***-****

HR Manager at Finger Lakes Web Answering / AOP

Owner of JandM Call Center Solutions, LLC

Contact this candidate