Customer Service Manager
Resume:
B illie Jo Yanick
Frederick, MD 21702
**********@*******.***
Objective: Seeking a position that will allow me to fur ther develop and utilize
my extensive experience.
R esearch I nterviewer (Temp)
M &RR, Frederick MD A ugust 2010-September 2010
• Made outbound calls to consumers nationwide
• Asked specific question about their thoughts reactions and opinions to different
p roducts and services
• Recorded answers to each question using a survey software applications
C ustomer Service Supervisor
U nited Health Care, Frederick MD J anuary 2001 – October
2009
• Responsible for the supervision of a 22 agent staff within the Customer Service
Department
• Provided a high level of support, help and advice to representatives
• Maintained a professional and courteous level of communication with
representatives via telephone, email, letter and in person
• Kept detailed and accurate records of d iscussions and/or correspondences with
representatives regarding attendance, payroll, and productivity
• Played an active role in the recruitment and appraisals of staff members
• Developed and delivered status reports to managers to help recognize and discuss
a reas of possible improvement
• Established a proactive stance in Customer Service development by reading relevant
materials, attending meetings and completing t raining courses
P harmacy Technician
A mbulatory Care Pharmacy, Rockville MD J une 1998 – December 2000
• Maintained inventory and kept detailed stock sheets according to pharmacy
guidelines
• Ensured patients were greeted in a t imely and professional manner
• Processed patient paperwork, charges and credits
• Aided in insurance claims handling by contacting claims representatives, filing and
p rocessing paperwork
• Assisted licensed Pharmacists in compounding medications and answering patients
questions
• Packed, inspected and shipped medications nationwide to patients while adhering to
a ll regulations and policies
D eli Shift Supervisor
Royal Lunch Box, Rockville MD J une 1989 – June 1998
• Supervised a staff of 10 team members
• Maintained a premium level of service quality and professionalism
• Greeted customers in a timely and friendly manor
• Selected and packaged guests orders while insuring their satisfaction
• Assure cleanliness and professional appearance of t he facility
Education:
1987 H igh School Diploma Rockville H igh School – Rockville, MD
1991 Certified Food Manager – Montgomery College
2010 Certified Nursing Assistant L icense # 20102954
Reference:
United Health Care, H r Direct 800-***-****
Beth Reed 301-***-****
M &RR Carol Dickson 240-***-****
Barbara Coberly 301-***-****
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