Customer Service Representative

Dear Hiring Manager,

There are many reasons why I believe my experience and skills meet your

needs very well.

I have been working customer service for over 14 years, mainly in call

centers, utilizing Microsoft Office and Office XP. I am proficient with

Microsoft Word, and also familiar with Excel, Access, and Outlook.

I worked with numerous company programs at one time on multiple screens,

while listening to and addressing customer needs, processing orders, and

resolving concerns.

My work involved a great deal of multi-tasking, attention to detail,

compliance with laws and regulations, organization, and customer

sensitivity.

I have had diverse Supervisory experience. I managed apartments, a

multiplex theater, a collection department, and 22 call center sales reps

for 3 years. I have done payroll processing, A/P & A/R, I have

administrative assistant experience as well as knowledge of office

procedures, 5 years Cashiering, H. R. and Recruiting experience, Inventory

experience, also Quality Assurance and extensive experience monitoring and

scoring rep calls.

A well-run company is a team effort and I am definitely a team player.

The greatest satisfactions I have received from any job involved assisting

in retention of satisfied customers, and in earning the respect of

superiors, co-workers, and subordinates alike.

I have had customers and co-workers thank me for being so patient,

understanding, helpful and pro-active while resolving their issues with

them.

I look forward to adding my skills and integrity to your team!

I appreciate your consideration,

Thank you,

Valerie Stidean

VALERIE STIDEAN

834 Vine St. San Bernardino, Ca. 92410~909-***-****~abhftn@r.postjobfree.com

SUMMARY

A dedicated, goal oriented Customer Service professional with vast, quality

experience, computer skills, MS Office, data processing, training, managing

and motivating employees. Strengths include communications, developing

people, handling complaints, problem resolution. Strong attention to detail

and customer relations.

A multi-tasking, responsible team player who works well with little

supervision to meet performance objectives.

PROFESSIONAL EXPERIENCE

TIME WARNER CABLE

Customer Service Representative

1/2008 to 11/2010

Delivering excellent, professional and friendly customer service to

subscribers calling in to: pay bills, make billing inquiries, get

adjustments, make changes, obtain information about plans, features, cable,

Internet, & digital phones. Complied with company policies, processed

orders.

*Handled 75 to 100 inbound calls per day, in an active, time managing Call

Center.

*Troubleshooting and correcting various issues, problems or errors.

*Identified billing inaccuracies, resolving disputes, with a level head,

and calming irate customers.

*Successfully established rapport, educated customers.

*Two Supervisors relied on me to edit their work for spelling, punctuation

and grammatical errors.

AT&T MOBILITY

Customer Relations Retention Team Representative

8/2006

to 1/2008

Providing prompt and efficient customer service to customers calling in to:

pay bills, make changes to account, inquire about billing statements,

obtain information about plans, features, telephones and their usage. Did

routine troubleshooting resolving various telephone malfunctions,

determining their best price-plans, features or services, assisting

customers in resolving problems or errors, educating customers, dispute

resolution, processing orders and issuing adjustments.

*Earned promotion to Retention Team in 3 months.

*Negotiated win-win resolution of customer's issues to retain their

business.

*Meeting all criteria to achieve bonuses and recognition for performance.

ROSE INTERNATIONAL / AETNA INSURANCE

Appeals Analyst/Administrative Assistant, Temporary position.

5/2006 -7/2006

Handling Intake of telephoned in appeals and grievances for Medicare part

D. Prescription plan through Aetna Membership. Interviewing with members

and their doctors to acquire documentation. Distributing the issues to

Analysts and logging them into the assignment schedule using Excel.

Obtaining information on membership through Aetna's Software, Rumba, CATS .

Research of plans, Medications and formulary information, acting as analyst

in resolving appeals to gain approval of necessary medications for members.

Working with deadlines, keeping accurate records and files. Usage of Neo-

Post machine and Campus-Ship for company mail.

*Consulting members and using compassion and professionalism while

interacting with expedited appeals and escalated anger.

*Helping appellant obtain their prescription of choice and informing them

of Medicare laws.

*Duties included administrative support and secretary to management.

INDEPENDENT CONSULTANT

Customer Service Representative:

06/2004-present.

Contracted with 22+ companies, conducting objective store audits, mystery

shopping assignments. Efficient, timely, professional and responsible

submission of reports on-line, by telephone or mail. Data entry, Word and

excel. Working with deadlines, multi-tasking, filing, record-keeping, self

motivation.

*This is an independent consultant position.

STARWOOD VACATION OWNERSHIP

Customer Service Representative: Temporary position.

8/2005 -6/2006

Calling prospective timeshare owners, painting a picture in their minds of

a luxury vacation. Following points of script, building rapport and using

communicative skills to gain attention and desire to buy. Setting many call

back appointments, following up, use of persuasion, Processing orders,

obtaining credit card information.

*Over 100 calls daily with minimal supervision in an energetic, ever

changing environment.

INTUIT PAYROLL SERVICES

Customer Service.Representative: Temporary position.

10/2005-1/2006

Assisting Clients with processing accurate payroll for their businesses.

Adding new employee information, direct deposit information, pay-lines and

setting up vacation and other accruals in Company database. Heavy data

entry. Navigating extensive payroll system to answer questions,

troubleshoot, entering precise data, pull up and copy or fax reports, past

payroll information, providing efficient and quality professional customer

service. Dealing with escalations of customer anger, resolving technical

issues in an energetic-in bound call center. Used Outlook for email and

faxing.

*Earned award for outstanding customer service, because a customer wrote a

letter of praise to the company.

EMPIRE MARKETING

Customer Service, call center Representative: Temporary Position.

12/2004-4/2005

Calling prospective and former customers: setting appointments for loan

officers to assist in re-financing, buying homes, home equity lines of

credit, reverse mortgages, or renovation loans.

*Helped Manager compose better scripting for various customer situations.

*My Manager and piers looked to me for editing paperwork to correct errors.

AIG AMERICAN GENERAL INSURANCE

Customer Service Representative: Life Insurance Agent

12/2003-6/2004

Contacted leads, references and family members over telephone, setting

appointments in a professional manner. Facilitated face to face

appointments explaining: general insurance, family planning needs, whole

life, term, universal life, annuities, IRAs. Detailed record keeping.

Collecting cash and check payments, depositing them into the Company

account.

GE FINANCIAL ASSURANCE

(1996 to 2003)

Customer Service Representative, Life and Health Insurance Agent:

8/2000-7/2003

Effectively communicated benefits of various insurance programs, verifying

account information, processing orders in a large energetic call center,

ever- changing environment. Adhered to compliance with Federal and State

regulations. Problem solving, handling escalated customer disputes.

Maintained data on accounts: changes, information and Resolved billing

issues/disputes, managing customer accounts and customer inquiries. Made

outbound and took inbound calls. Used Outlook for email.

*Constantly learning new applications, programs and sales campaigns to

maintain immense product knowledge, and skill honing courses to improve my

performance.

*Earned Employee of the Month awards for exceeding company goals.

*Achieved high ratings on quality assurance scores to ensure highest

service standards and compliance with regulations.

*Elected by peers to represent their voice as Quality Circle Leader.

*Chosen for many pilot programs because of company confidence in ability

to learn quickly and adapt to change.

Unit Supervisor:

09/1997-08/2000

Managed up to 22 customer service sales representatives. Kept accurate

records on reps. Worked one-on-one with reps in training, directing,

monitorials, motivating and discipline. Problem solving, taking over

customer calls when anger escalated, handling disputes, tracking

attendance, assisted Human Resources in determining payroll dispute

resolution. Heavy attentive listening and guidance skills used to assure

quality control and adherence to compliance regulations. Continued

Completed rep's annual reviews and conducted cross training classes,

testing for accuracy, working with 7 other unit supervisors as a team

effort in a large, active and stressful call center. Data Entry. Constantly

learning new applications, programs, campaigns in ever changing

environment.

*Creating new scripting to improve flow and rapport building for

telemarketing purposes.

*Assisted in designing and implementing motivational incentive programs to

encourage improvement and morale.

* Improving company profits by motivating higher unit performance.

*Assisted in lowering company turnover rates by employee retention.

* Was Customer Service Rep. for 9 months prior, and promoted to Unit

Supervisor in new facility.

PROFESSIONAL DEVELOPMENT

Academy of Cinema Technology, Certificate of Completion.

Paralegal/Legal Tech, Typing and Business Correspondence, Data Processing

at Metropolitan Technical Institute.

Successfully passed California State Life and Health Insurance Exam. Course

with A. D. Banker Through GE.

GEFA-U courses: time management, stress management, handling irate

customers, adapting to change. Accepting changes, six-sigma customer

service, problem solving skills. managing people. New Horizons Classes in

Word, Outlook and Power Point. 4 months intense training and experience

in payroll processing and procedures.

OTHER PERTINENT EXPERIENCE:

Solely developed and operated collections and re-billing (A/P & A/R)

division for Aladdin Productions in 1982, routing delivery, money

collection involving heavy calling/persuasion/level-headed/creative

resolution skills. Resulting in recovery of 2/3rds the revenue (over

$3,000. per show, 6X year) otherwise being lost due to no previous

accountant.

TECHNICAL SKILLS

~Windows XP~ Microsoft Word ~Power-point ~ Excel ~ Data Entry ~Outlook~ PC~

Access~

~Typing 35 wpm ~ On-line Navigation~

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