Customer Service Representative

Jasmine Nichole Silvio

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

Pittsburgh, PA 15106

**************@*****.***

412-***-**** (w)

412-***-**** (m)

PROFESSIONAL EXPERIENCE:

CB Richard Ellis for West Penn Allegheny Health System Corporate Account

11/09 - Present Customer Service Representative

Duties: Providing inbound dispatch customer care: receiving inbound calls

for maintenance issues and concerns and dispatching to appropriate

technician via Service Insight system and/or telephone contact; providing

follow-up care to customers on unresolved or highly sensitive issues;

providing ongoing support & suggestions for Service Insight upkeep &

improvements; providing general clerical/administrative assistant support

on an as needed basis for Manager.

Achievements: Requested to take on additional responsibilities in upcoming

projects and training development.

VERIZON WIRELESS

01/09 - 11/09 Customer Service Representative

Duties: Providing inbound customer care; screening and routing calls to

appropriate departments; posting payments; submitting forms & requests to

meet customer's needs and expectations; providing follow-up care to

customers on unresolved and advanced issues; providing general technical

support; meeting quality expectations of the customer, the quality

department, and the supervisor; generating creative ideas to generate more

revenue or increase efficiency of the department and company as a whole;

providing sales assistance and meeting general sales quotas on a monthly

basis.

Achievements: Received at least one customer accolade on a monthly basis,

received a bonus incentive for high sales in May, received a perfect '10'

score on a customer satisfaction survey in June, & received a perfect call

score in quality.

UPMC CHILDREN'S HOSPITAL OF PITTSBURGH

06/2008 - 10/2008 Medical Education Coordinator

Duties: Provided administrative assistance to the Director, Medical Staff

Services in the area of residency education. Performed a wide range of

tasks designed to facilitate and expedite the accomplishment of the

department goals and regulatory compliance. Additional functions included

the generation of approval letters for observing physicians, the

coordination of quarterly staff meetings, the maintenance of minutes and

agendas for quarterly staff meetings, and attending bi-monthly coordinator

meetings. Created reports in Word & Excel to support the Director, Medical

Staff Services.

Achievements: Implemented a plan, schedule, and Excel worksheet for a

Competency Assessment System required for credentialing purposes.

EDUCATION MANAGEMENT CORPORATION

08/2006 - 05/2008 Office Assistant

Duties: Routine daily tasks including: preparation and generating reports

presented to the Account Payable and Treasury Departments by a noon

deadline representing students' federal refunds, generating weekly reports

representing weekly refunds, federal aid paid and unpaid, students'

statuses, and amount of credit extension to present to the SVP of Student

Financial Services for weekly monitoring of schools' progress, posting of

students' refunds in two separate databases, recording dates of students'

loans being received and delivered to Sallie Mae, as well as daily general

office duties such as filing, E-mail correspondence, serving as a liaison

between the schools and the corporate office, copying, printing, shredding,

and preparing UPS packages.

PA CONNECTING COMMUNITIES

09/2004 - 06/2008 PT Office Coordinator

Duties: Responsible for managing office duties including: resolving

technical issues; preparing correspondence; preparing contracts; preparing

daily deposits; creating/tracking monthly invoices and payments;

creating/maintaining mailing lists; preparing flyers, brochures, & bulk

mailings; maintaining files; coordinating events, programs, & volunteers;

and working as a main instructor for special education programs designed to

promote socialization & integration into the community.

Achievements: Advancement from basic data entry/secretary to Office

Manager/Volunteer Coordinator.

PT Special Education Instructor

Duties: Working as a main instructor for special education programs

designed to promote socialization & integration into the community.

CONSUMER CREDIT COUNSELING SERVICES WESTERN PA

02/2002 - 02/2005 Client Services Representative

Duties: Responsibilities included: data entry; creating/maintaining client

demographics in the system; education of clients; interacting with

creditors; preparing correspondence; compiling and maintaining departmental

correspondence; front desk secretary; switchboard duties and relaying

messages.

PANCOAST STAFFING SERVICES (CCCS WESTERN PA)

09/2001 - 02/2002 Temporary

Duties: General temporary responsibilities including: secretarial,

switchboards, data entry, filing, and copying. Hired from temp position to

full-time position by Consumer Credit Counseling Service of Western PA.

Achievements: Hired as full-time permanent for Consumer Credit Counseling

Services of Western PA.

CCAC of ALLEGHENY COUNTY

05/1998 - 09/2004 PT Special Education Instructor

Duties: Working as a main instructor for special education programs

designed to promote socialization & integration into the community.

Achievements: Advancement from teacher's aide to main instructor of 3

programs.

SKILLS:

- MS Excel - MS Word - Outlook - Publisher - Access -Powerpoint - Service

Insight - TAWS - CRS

- Typing Speed: 65 WPM

EDUCATION:

Seton La-Salle High School

08/94 - 05/98

Member of National Honors Society

GPA: 3.95 of 4.00

References available upon request.

Contact this candidate