Customer Service Sales

RICK H. DOSS

• • **********@****.*** •

W**** County Hwy V #9 Poynette. WI 608-***-****

QUALIFICATIONS SUMMARY

Highly personable Customer Service Professional with over nine years of experience in a nationwide call-center

environment. Skills include a demonstrated diplomacy to resolve customer complaints and diffuse tension to ensure

customer satisfaction and retention.

People oriented; enjoy working directly with customers and the general public.

Self-starter; can be depended on to complete a task under minimal supervision.

Accepted assignments with an open, cooperative, positive and team-oriented attitude.

Handled a high influx of inbound calls within a dynamic call center environment.

Utilized call center support applications to access information and assist customers.

Responded to customer inquiries and requests and resolved issues efficiently and professionally.

Managed multiple priorities and maintained effective results in a quota driven workplace.

Entered service/contact data with accuracy utilizing a proprietary customer database.

Familiar with modern office practices and procedures.

PROFESSIONAL EXPERIENCE

H.S.A. Home Warranty – Madison, Wisconsin 1999 to 2009

Claims and Vendor Resolution Specialist - Lead 2006 to 2009

Vendor Resolution Manager 2005 to 2006

Senior Claims Adjuster/ Trainer 2003 to 2005

Claims Adjuster 2000 to 2003

Customer Service/Claims Processor 1999 to 2000

Claims/Vendor Resolutions Specialist – Lead

Aid and support a team of more than 60 employees in daily call center operations. Aid and support Nationwide Regional

Sales Staff, providing expedited response to specific issues. Including but not limited to processing sales requests,

locating parts, researching manufacturer’s warranty, recall issues, recommending concession payments for out of contract

issues, increasing service levels, leading to strong relationships that generated more contracts.

Handle in excess of 100 calls per day, most independently. Customer calls and Vendor related service questions and/or

complaints, intercession in a calm professional manner to bring positive resolution.

Collaborated with other Lead Staff, IT and V.P. of Call Center Operations to create strategic plans to enhance the vendor

data base allowing me to closely monitor all vendors, service quality and standards compliance as well as aiding me to

keep close control of labor and materials costs.

EDUCATION

Lake View High School - Chicago, IL - Diploma

North Park Community Collage - Chicago, IL – General studies, 1 semester

Professional and Personal References will be made available upon request.

Employment beyond 10 year scope provided will be made available upon request.

Contact this candidate