Customer Service Sales
Resume:
Laura (Birgen) Palmer
*** * ***** ****** ( MADISON, SD 57042
( *********@*****.***
Customer Service & Administration
Highly accomplished professional with proven success contributing to
organizational efficiency and positive customer relations in diverse
industries. Demonstrated ability to effectively coordinate with team
members and management at all levels or work independently as required.
Strong time-management skills; able to efficiently manage competing
priorities while maintaining performance excellence.
Areas of Expertise
. Exceptional communication skills; able to provide high-quality customer
service with close attention to specific needs.
. Well organized with strong eye for detail; track record of accurately
processing and compiling complex data and reporting to meet strict
compliance standards.
. Innovative and efficient; contribute to establishment of policies and
procedures and evaluate operations to suggest process improvements.
. Proficient in Microsoft Office (Word, Excel, Access) and Oracle;
experienced at learning and operating company-specific systems and
applications.
Professional Experience
Kelly Services - Sioux Falls, SD 2009 to
Present
Temporary Customer / Administrative Support
Wells Fargo Student Loan Sales and Service: Provide excellent phone
customer service to new and existing customers. Problem solving, use
personal knowledge and judgment to solve customer issues, take new loan
applications via phone, service existing loan applications.
CCC: outgoing phone contact with software system users.
Wells Fargo Student Loan Sales and Service, Correspondence: Provide
information and follow up via mail and or fax to requests for student loan
current and past student loans through Wells Fargo Bank.
interlakes community action partnership - Madison, SD 2009 to 2009
Volunteer Assistant to Housing Coordinator
Hardcopy set up and maintenance of files. Input all client information
into Fannie Mae's Home Counselor Online system. Created and updated
templates, and client letters within software. Created updated home
ownership forms. Updated all resource manuals. Assisted Housing
Coordinator with scheduling appointments with local businesses related to
participation in Expo.
South Dakota School for the Deaf - Sioux Falls, SD 2008 to 2009
Educational Secretary
Manage administrative and customer service functions to support school
operations. Maintained student files, to include monitoring attendance and
obtaining relevant data from external sources. Ensured compliance with
state and federal guidelines. Managed communication, greeting visitors,
parents, and students, composing correspondence, answering phones, and
directing calls. Coordinate with management and teachers to assist in
operational requirements.
Key Contributions:
. Consistently ensured positive relationships with students and parents
through effective communication.
Genex Services - Wayne, PA 1998 to 2008
Senior Customer Service Representative / Supervisor, 2000 to 2008
Provided information to internal and external customers to increase
knowledge of services and retain customers. Resolved service issues;
anticipated and prevented potential problems. Communicated closely with
customers to identify needs and explain procedures to increase efficiency
of system use. Assisted customers in implementing new procedures and
recommended potential alternatives to meet specific needs. Negotiated due
dates to coordinate schedule. Processed data from multiple sources and
transferred into databases; compiled data to prepare reports. Implemented
procedures to ensure accuracy and security of data. Trained Customer
Services Representatives and provided continual feedback to develop
employee skills. Coordinated with Manager to develop effective work flow
and training schedules. Served in leadership role in absence of Manager, to
include managing problem solving.
Key Contributions:
. Assisted in procedural improvements to streamline operations by
analyzing issues to determine source and recommending appropriate
changes.
. Developed and managed training program to increase the ability of sales
staff to use available reporting tools.
. Increased operational efficiency by building strong working
relationships between main branch professionals and sales staff.
UR Data Entry, 1998 to 2000
Managed and distributed information for medical professionals. Compiled
data for pre-certification requests; reviewed information to ensure
accuracy and clarity. Processed in-coming phone calls and faxes; returned
calls and determined action based on new or continuing request. Maintained
department files relating to pre-certification. Coordinated with medical
facilities to obtain documentation required. Provided assistance for staff
on system use problems.
Key Contributions:
. Created process to increase access to information for professional
staff and ensure continued efficiency.
. Maintained consistent reputation for high levels of productivity and
accuracy; recognized for consistently taking initiative to improve
performance.
Providian Direct Insurance- Valley Forge, PA 1995 to 1998
PACE Representative
Processed Medicare and health insurance claims. Reviewed information from
policy owners and providers to determine response to claims. Organized in-
coming information and maintained account records. Performed data entry for
claims and accounts.
College Coursework
Principles of Banking Money and Banking
Principles of Accounting I Principles of Accounting
II
Marketing for Bankers Law & Banking Principles
Principles of Economics Macro Consumer Lending
*** Additional customer service success in banking and retail industries.
***
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