Customer Service Manager
Resume:
Crystal Hill
Bellevue, WA 98004
abhubq@r.postjobfree.com
BACKGROUND SUMMARY
Results-oriented business professional with progressive experience,
solid achievements in the insurance industry, and a strong background
in marketing.
Enthusiastic team player, working effectively with management to meet
corporate objectives.
Excellent communicator, dedicated to achieving optimal organizational
performance.
Careful and thorough planner, executing projects with discipline and
attention to detail; exceptionally well organized with strong work
ethic and willingness to work hard.
Technically skilled worker with proven ability to quickly learn, apply
new technology.
Advanced training experience in Word, Excel, Power Point, and Outlook.
Experience
Training
Completed tests at Crawford/Broadspire on Communication Skills for
Leaders, Telephone Courtesy & Customer Service, Time Management, Claims
Basics, Clear Writing, Customer Satisfaction, Goals & Goal Setting,
Workers Compensation Coverage, Workers Attitude, and Billing Test for
Administrators.
Investigated and researched Worker's Compensation Claims.
Assembled Washington State L&I information packets.
Learned worker's compensation claims per laws for worker's compensation
in Washington, utilizing Title 51.
Conducted successful training sessions preparing team members to
process claims and close claims.
Program Coordination
Effectively managed properties which consisted of tenants from diverse
ethnic and cultural backgrounds.
Designed and edited weekly advertisements on craigslist and
informational pamphlets, which aided internal and external
communication; therefore helped in the leasing process.
Accelerated rental application process by more than 30% after a
complete revision of the weekly advertisements and pamphlets.
Customer Service
Served as liaison between our clients, personnel and management by
exercising active listening skills, successfully mediating many
internal conflicts and problems of miscommunication.
Maintained regular phone and written contacts with our clients, keeping
detailed written documentation which promoted continuity and cohesion
in the service.
WORK HISTORY
Crawford/Broadspire, Bellevue, WA
Clerk III, 2009 - 2011
Responsible for providing administrative support to the claims
department.
Contacted employers, injured workers, vocational counselors, nurse case
managers, and medical providers by telephone.
Responded to inquires, resolved issues, and corrected errors.
Managed upset injured workers, conflicts, and challenging situations.
Handled complex issues and projects in a professional and timely
manner.
Mailed documents to physicians, injured workers, and the state.
Handled accounts payable and processed payments.
Analyzed accounts for cash flow discrepancies.
Paid bills and ensured bills were paid promptly.
Coho Real Estate, Seattle, WA
Leasing Manager, 2007 - 2010
Developed marketing plans and communicated with potential residents and
current residents.
Provided rental rates and used consultative selling techniques.
Contributed to an eight percent increase in vacancies by improving the
sales tracking techniques.
Responsible for the leasing process and maintaining communications
throughout the tenancy.
Demonstrated excellent computer skills, communication skills, customer
service skills, and organization skills, and arithmetic skills.
Interviewed applicants, reviewed applications, and prepared leases.
Compiled, stored, and retrieved management data.
Formulated pricing strategies, conducted competitive analysis, and
evaluating sales performance.
Executed daily operations.
Created and designed advertisements.
Frank Gates/Avizent, Seattle, WA
Claims Assistant, 2008 - 2009
Responsible for assisting daily work routines for the claims
department.
Operated scanners, computers, fax machines and copiers.
Completed assigned tasks and assisted with projects and assignments.
Assisted with maintaining accurate records and ensuring data integrity.
Worked both in teams and in a self-directed environment.
Maintained a neat working environment and professional image.
Improved work flow and implemented cost reductions.
Alerted Team Manager of any errors or discrepancies.
Red Lion Hotel, Seattle, WA
Income Audit, 2006 - 2007
Balanced accounts payable to the purchase journal.
Tracked outstanding invoices and bills in a timely manner.
Managed accounts payable, reviewed and answered correspondence.
Office services included personnel and budget preparation.
Maintained a high level of customer care.
Performed calculations, postings, and verified accounts.
Maintained the purchase order logs.
Land Rover, Seattle, WA
Receptionist, 2005 - 2007
Ensured a consistently positive customer experience.
Operated a multi-phone system efficiently and coordinated calls.
Recorded accurate phone messages.
Greeted customers and answered questions.
Maintained accurate records of files.
Seattle Times, Seattle, WA
TeleService Representative, 2004 - 2005
Handled a busy phone system, functioned as a primary liaison to
customers.
Improved performance standards.
Successfully sold newspaper subscriptions
Conducted outbound prospecting calls and qualified leads.
Maintained the integrity of sensitive information.
Hilton, Sheffield, England
Hotel Administration and Accounting, 2001 - 2002
Generated reports and reconciled information between accounting
software reports.
Maintained regular written contacts with clients and entered data into
the computer.
Developed skills in working with a diverse population.
Created automated daily reports that reduced inaccuracies.
Provided management with an important decision-making tool.
Education
University of Washington, Seattle, WA
B.A., Sociology, 1998
GPA: 3.0. UW Alumni Lifetime Membership
Seattle Central Community College, Seattle, WA
A.A.S., Business, 2003
GPA: 3.8. Dean's list & President's list (2000-2003)
Member of Phi Theta Kappa (2001-2003)
Boeing Company Endowment Scholarship
Wave Scholarship
Edmonds Community College, Lynnwood, WA
Certificate, Paralegal, 2004
GPA: 3.6. Dean's List (2003-2004)
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