RENEE J H HANSEN

**** ****** ***

Bellevue, NE **005

319-***-****

ablaj1@r.postjobfree.com

SUMMARY OF QUALIFICATIONS

In my work history I have developed a very strong attention to detail as well as the ability to multi-task

and work with many different types of people. I am very proficient in trouble shooting and problem

solving

PROFESSIONAL EXPERIENCE

Customer Care Agent February 2007 to April 2010

Aegis Communications Sierra Vista, AZ

• Answered questions regarding member’s Medicare Part D policy

• Troubleshoot difficulties in member getting their medications

• Troubleshoot difficulties in member accessing and using website

• Educated callers on all aspects of Medicare Part D and its alternatives, assist in finding the best

policy for each caller and enrolling into it either by phone, internet or mail

• Used several computer systems to access and record information, research medications and

prescription records, locate doctors and pharmacies to assist patient

Customer Service Representative July 1998 to May 2000, May 2004 to December 2007

PRC Cedar Rapids, IA

• Provided information, planning assistance, training and merchandise to organizations for

fundraising activities

• Tracked and troubleshot undelivered or damaged orders and ensured satisfaction with

replacement merchandise.

• Generated sales from new fundraising organizations, took orders for future fundraising

merchandise and ensured that sales awards were shipped as applicable.

• Took telephone surveys recording satisfaction with member’s experience.

• Received accolades from both customers and supervisor for quality customer service.

• Assisted supervisor on nightshift with record keeping.

•

Graphic Artist May 2000 to May 2004

Yellowbook Cedar Rapids, IA

• Processed and created artwork according to customer specifications for telephone book

advertisements

• Composed advertisements according to technical standards set by printer

• Wrote guidebook for salespersons in how to determine acceptable artwork to submit.

• Troubleshot and reprocessed images on “only available” artwork to improve quality for

publication

• Designed and proposed “spec” ads to prospective clients

Customer Care Operator February 1998 to July 1998

GC Services Atlantic, IA

• Assisted customers with placing person-to-person, collect and calling cards calls

• Assisted with international calls and calls to ships at sea

• Worked with other international operators to troubleshoot non-completed calls

• Gave information and directions on using calling cards and other MCI long distance services

• Provided assistance to persons needing to contact emergency services (fire, police, ambulance)

Page Composition/Proofreader July 1994 to January 1998

The Clarinda Company Atlantic, IA

• Proofread keyed manuscripts using dual key compare method

• Added coding for symbols, mathematical and chemical formulas and scientific notation

• Queried author on questionable text

• Composed text, graphics and sidebars into page format according to clients’ specifications

• Uploaded new fonts into computer system

• Reviewed proofs to ensure quality

• Wrote macro to automatically find and replace erroneous symbol, saving 30 person hours

EDUCATION AND TRAINING

Diploma, ICS Secretarial School

• Organization and time management

• Information processing

• Travel and itinerary management

• Office record keeping and filing ( physical and electronic)

Psychology Major, Iowa Western Community College

• Psychology

• Sociology

• Public speaking

• Microcomputer applications

What Matters Most, Franklin Covey Course, Cedar Rapids, IA

• Time management and multitasking

• Prioritization of tasks and responsible use of delegation

• Goal setting and planning

• Maximizing results through planning steps

Working Styles, Yellowbook, Cedar Rapids, IA

• Identify different working style personalities and adjust to working with them

• Match assignments to best person by using working style and maximize productivity by finding a

way to do a task that best accommodates my style of working

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