Manager Customer Service
Resume:
EDSEL W. HORNBACK
Glendale, Kentucky 42740
EDUCATION:
ELIZABETHTOWN COMMUNITY COLLEGE, Elizabethtown, KY
* Associate Degree in Business Technology
WORK EXPERIENCE:
Oct 09 - Beneficiary Services Rep, Humana Military Healthcare
Services, Louisville, KY
June 10 * Advise healthcare providers of beneficiary's healthcare
benefits
* Answer beneficiary questions regarding their healthcare
benefits and plan costs
* Assisting beneficiary with enrollment, relocation and taking
premium payments
* Directing callers to forms and information online, mail or fax
forms and information
* Connecting callers with other departments or agencies as
appropriate
Aug 02 - Contact Center Supervisor, Fort Knox National Company,
Elizabethtown, KY
Oct 08 * Monitor productivity, accuracy, quality and attendance
levels of associates
* Ensure customer contacts are handled in a timely and
professional manner
* Coaching and development of Customer Service Representatives
* Escalation point for clients and customers
* Subject Matter Expert of Workforce Management Software
* Ensure Contact Center meets daily service level requirements
* Project Implementation Team
Sep 00 - Manager, Carter Lumber, Bowling Green, KY
May 02 * Assistant manager duties listed below
* Employee hiring and dismissal
* Advertising
* Sales volume and profitability
* Ultimate responsibility for all aspects of a multi-million
dollar retail facility
Jun 96 - Assistant Manager, Carter Lumber, Elizabethtown, KY
Sep 00 * Customer sales and service
* Supervision of employees
* Inventory control
* Schedules for employees and deliveries
* Corporate policy and procedure enforcement
* Opening and closing store
* Estimating materials
* Balancing daily report
Jun 95 - Customer Sales, Rand's Lumber/True Value Hardware, Waynesville,
MO
May 96 * Ordering merchandise, in charge of special orders
* Opening and closing store
* Estimating materials
* Balancing daily report
REFERENCES:
Available upon request
Contact this candidate