Customer Service Manager
Resume:
Objective
A dynamic, diligent and efficient worker with an ability to motivate
others, resolve conflict and execute tasks in a high impact and challenging
work environment where academic skills and work experience can be employed
to positively and consistently exceed organization goals.
Summary of Qualifications
* Savvy communicator with experience working with all business levels
including management and staff.
* Proficient in Microsoft Office Suite / Access 2000 / Power Point.
* Unflappable under pressure.
* Detail-oriented; Capable of multi-tasking; with ability to prioritize and
meet deadlines.
* Effective Leader and team player.
* Extensive customer service / sales / sales support background.
* Excellent verbal and written communication skills.
Education
2008-Current University Of Phoenix
BS in Health Administration
Work History
04/07-02/09 Quest Diagnostics - Atlanta, GA - Problem Resolution
Rep.II
Responsible for handling all customers inquires by telephone
regarding verbal reporting or results, concerns of service
failures and other duties needed to provide customer
satisfaction. Reports laboratory results to clients using
established protocols. Documented reporting or call history in
patient file and maintained appropriate records. Contacted the
client to resolve routine matters related to patient testing and
result reporting. Provided research and resolution on complex
billing issues (THIRD PARTY, MEDICAID, MEDICARE, HMO), including
those that have been referred by CSR I and Assistants. Had
ongoing responsibility to maximize department quality and
productivity by monitoring service levels and minimizing
abandoned calls.
01/05-02/06 Bell South - Miami, FL - Sales Associate/Customer Service
Professional
Responsible for customer's retention and up selling. Assist
customers with there telecommunication/entertainment needs for
the home; Fast Access Internet, Direct TV, and Cingular
wireless. Reviewed credit applications for potential multi media
customers. Facilitated and services new and existing accts.
Demonstrated heavy communication and listening skills, while
providing world-class customer service.
07/03-01/05 Loews Miami Beach Hotel - Miami, FL - Star
Service Coordinator/Dispatcher
Assisted manager on duty and front office with coordinating
hotel service operations; responsible for dispatching internal
departments; warehouse, engineering, bellman, concierge, pool
attendants, housekeeping, security and maintenance to designated
work areas/assignments. Fielded and dispatched all incoming
service calls, transmitted messages to appropriate personnel,
and kept logs of the daily activities of subordinate staff.
Responsible for detailed documentation and follow-ups to ensure
proper completion of request and customer satisfaction.
Demonstrated heavy communication and listening skills.
06/01-11/02 Supra Telecom - Miami, FL - Administrative
Assistant
Assisted call center manager; responsible for confidential
secretarial duties and responsibilities for the management team
members as needed including scheduling of meetings and arranging
travel; Assisted in the preparation of the budget; Prepared
letters, memoranda and miscellaneous correspondence; Maintained
accurate records and prepared reports; established and maintain
effective working relationships with co workers and the public;
communicate effectively both orally and in writing; plan,
coordinate, evaluate and direct the worker of subordinate staff.
06/99-07/00 First Union National Bank - Miami, FL - Finance
Specialist - Collections
Responsible for all aspects of account collections including
monitoring, follow-up maintenance of assigned account files,
some skip tracing, and arranging for electronic payments.
Ensured that all collections activities complied with state and
federal laws as well as FMA policies and procedures. Familiar
with all aspects of collections in regards to revolving credit
accounts, savings and checking accts. Consistently exceeded
monthly debt collected quota.
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