Customer Service Management

PHIL WALTON, JR. 785-***-****

**** *.*. ******** ** TOPEKA, KS 66604

Email: **********@*******.***

SUMMARY

Capable of handling complex assignments under pressure; able to work with

minimal supervision.

Proven leadership and professional initiative.

Demonstrated outstanding communication skills; accomplished in written and

oral communications, practical experience in public relations and business

protocol.

Negotiation with insurance companies, business, and individuals to arrive

at realistic and suitable solutions for all concerned.

Able to follow through with all approved and appropriate problem solving

strategies, including planning and development, through the actual

implementation to the final conclusion.

Proficient in problem solving through the process of synthesizing multiple

sources of information; able to formulate appropriate strategies and

establish tangible goals and objectives.

Possess the personal attributes necessary to interact with all levels of an

organization (both internal and external) and the public.

EXPERIENCE

HILL'S PET NUTRITION Topeka, KS

Senior Training Nutritional Consultant 5/2009 -

Present

. The following is in addition to what is listed under Consumer Affairs

Specialist and Senior Consumer Affairs Specialist

. Primary trainer for new hires and continuing education of current

employees.

HILL'S PET NUTRITION Topeka, KS

Senior Consumer Affairs Specialist 5/2008 -

5/2009

. The following are in addition to what can be found under Consumer Affairs

Specialist.

. Responsible for managing work flow.

. Responsible for managing personnel when needed.

. Assist Consultants in escalated situations.

. Handle special projects assigned by management.

. Provide coaching and feedback to consultants as needed.

HILL'S PET NUTRITION Topeka, KS

Consumer Affairs Specialist 1/2008 -

5/2008

. Responsible for evaluating consumer contact information.

. Responsible for categorizing the reason why the consumer is calling.

. Conduct analysis of consumer data.

. Assist in maintaining the department data base system.

. Provide advice to Dietary Management Consultants on consumer

interactions.

. Assist in the training of new hires and continuing education of current

employees.

HILL'S PET NURTITION Topeka, KS

Consumer Affairs/Dietary Management Consultant 7/2005 -

1/2008

. Handle consumer telephone calls and correspondence effectively,

efficiently, and promptly to maximize customer satisfaction.

. Respond to 800# phone and written inquiries from pet owners, retailers,

breeders, and distributors concerning routine and technical product

information, product complaints, marketing policies, and promotions, in a

manner that meets or exceeds customer satisfaction.

. Must possess in-depth knowledge of Hill's products and procedures to

enable accurate and timely response to consumer communications.

. Take necessary steps to keep informed and up-to-date on activities of all

Hill's brands, as well as corporate policies regarding certain issues.

. Report any trends and potential issues in consumer contacts.

HILL'S PET NUTRITION

Customer Support Center Agent/E-Commerce/Sales Contact Team

6/2000 - 7/2005

Handle the administrative process of gathering requests for account sign-on

and passwords.

Assist clients with e-commerce issues such as trouble with the web site or

their password.

Handle calls from clients inquiring about the web site.

Provide internal and external customer service.

Knowledge of promotions is required.

Follow up and follow through on outstanding issues and concerns.

Facilitate IPD (Inventory, Planning, and Deployment) meetings on a

rotational and back-up basis.

Customer Support Center Agent/Order Acquisition

1998 - 6/2000

Provide internal and external customer service.

Implement business processes that meet the needs of the customers.

Handle all phases of order entry for an inbound call center.

Inform customers of new products, price increases, policy changes, and

delivery changes.

Communicate with appropriate internal resources to resolve customer needs,

which may include the handling or appropriate routing of credit related

needs.

Follow up and follow through on outstanding issues and concerns.

Interview employment applicants and make hiring recommendations to team

leaders.

Customer Support Center Development Team Leader

11/1999 - 6/2000

(A one-time experimental position for the department.)

Supervise and train 5 - 6 employees in the Customer Support Center as a

team leader in training.

Assist in the management of daily team activities.

Interview employment applicants and make hiring recommendations to team

leaders.

Assign duties to employees and schedule break periods, work hours and

vacations.

Assist team leaders and/or manager with team performance reviews.

Answer customer complaints and resolve problems, working with other

departments if necessary.

HEARTLAND HEALTH Topeka,

KS

Member Services Representative 1997

- 1998

Provide customer service to members, providers, vendors,

utilization/quality management, and network development team members.

Conduct inquiries on member eligibility, provider status, and

benefits/claims.

Respond to telephone and written inquiries and document all calls on

eligibility, benefits contacts, providers, and claims payment questions.

BLUE CROSS/BLUE SHIELD Topeka, KS

Customer Service Correspondent 1996

- 1997

Handle inquiries and resolve problems from insureds, providers of service,

internal staff, group leaders, and other Blue plans regarding contractual

and enrollment provisions.

Analyze and verify inquiries using on-line systems, hard copy data, and

related research material; determine course of action to resolve issue.

Initiate claims adjustments and update enrollment information through the

on-line system as necessary.

EDUCATION

FORT HAYS STATE UNIVERSITY Hays, KS

B.A. in Political Science

Emphasis in Public Administration

COMPUTER SKILLS

- Windows 2000, XP - Microsoft Word 2000, XP

-PowerPoint

- Microsoft Excel 2000, XP

INTERVIEW SKILLS

- Development Dimensions International: Target Selection Process

References available upon request.

Contact this candidate