Customer Service Sales
Resume:
Jeremy R. Hesselbacher
Little Elm, TX. 75068
**************@*****.***
Skills/Experience:
MicroSoft Word, Excel, PowerPoint Adios, CMM, Lotus, Windows NT and 2000,
Eserve, EIS, FDR, CCS, FSD, Customer Assist, Sametime Connect, Image
Center, VRDM, Visa ROL Online, KRS and Vantive, Inbound/Outbound Call
Center Customer Service, IT Technical Support, Help Desk Support, Sales
including cold calling and B2B, Claims Management, Entertainment Booking,
Account Management, Accounting, Customer Relations Management, Book
Keeping, Business Development, Strategic Planning, General Warehouse,
Customer Millwork, Shipping and Receiving, Loading and unloading trucks,
Painting, Customer fabrication of all woodwork, Heavy lifting, Forklift
Experience,
Employment History:
04/2004-5/2008 J.P. Morgan Chase - Call Center
Risk Operations Analyst II (IM Team)
Phone Analyst
. Awarded "Rising Star" Awards for customer satisfaction and best handle
time during a 30 day period for inbound/outbound call center
. Ranked amongst the Top Ten employees, contributing to the department's
success of achieving its Service level (Measuring in Call volume,
First call resolution, and Quality)
. Promoted to lead team of 15 employees in daily call center operations.
Collaborate with Customer Care Manager to create strategic plans to
enhance customer satisfaction
. Provide employees with tools to maintain and increase service levels
to both internal and external customers
. Work closely with other departments to promote sales contests, clarify
and communicate information, and distribute reports
. Gather, analyze, and report daily/weekly/monthly sales and service
statistic
. Member of a select group to assist the department in strategically
planning and executing more efficient production levels in all areas
of the claim process
. Developed New Hire Training videos for new hires designed to educate
employees on our procedures and regulations (Company-wide internal
with Chase and Visa and MasterCard)
. Assisted with the trials of new implementations of changes in the
program procedures
. Managed high priority claims
. Data entry input documenting all calls
. Responsible for the process of claims through inventory management to
ensure that claims are resolved in the timeliest manner possible and
that the quality of the claim meets Reg E standards.
02/2000-04/2004 Woodhaus Inc.
. General Warehouse Work such as; cleaning, organizing, inventory
control, heavy lifting, working on saw tables cutting wood and other
materials,
. Paint and finish work for customer millwork
. Assisted in the fabrication of customer commercial products
. Delivery of materials to and from the job sites
. Loading and unloading of material
08/1998-02/2000 Stream International
Level III Technical Support Analyst and Mentor in Training
. Responsible for handling escalated calls
. Interfaced with internal operational customers, carriers and
management.
. Monitored system queues, ensuring that system downtimes are kept to a
minimum.
. Troubleshoot on-line system issues and operational issues, raising
customer satisfaction.
. Documented common problems and resolutions, ensuring quick turnaround
time and customer satisfaction.
. Provided outstanding customer service to users through in-depth
problem analysis and timely resolution.
. Prioritized and routed issues to the appropriate developer,
effectively reducing turnaround time.
. Consistently multi-tasked high priority system issues, ensuring
customer satisfaction
. Data entry input documenting all calls
. Provided technical support and customer service within an in-bound
call center for Hewlett Packard and Dell.
. Troubleshoot all operating systems of Microsoft and all PC hardware.
. Documented all conversations and actions taken during each customer
contact.
. Resolved User log-in issues and reset passwords
. Set up and deactivate user accounts
03/1996-08/1998 Lundy Services Inc.
. General Warehouse work in a customer commercial millwork shop
. Cleaning, organizing, inventory control, shipping and receiving,
loading and unloading
. Assisted with the fabrication of customer commercial millwork
Education:
Collin County Community College - Plano, TX. 2005-2007
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