Customer Service Manager

Kevin L. Jones

*** ******** **.

Carmel, IN. ****2

Phone: 317-***-****

Fax: 317-***-****

Email: **********@****.**.***

Objective: As a direct result of my recent educational advancement, I'm

looking to use my work experience, talent, and knowledge to

lead, motivate, coach and supervise a team of customer service

advocates as a front line manager or supervisor.

Education Marian University, Indianapolis, In. / Bachelors in Business

Administration, Graduation date, December, 2009

Lawrence Central High School, Indianapolis, In. / Diploma

General Studies, Graduation date May, 1985

Qualifications

. Twenty plus years in the customer service industry

. Four plus years in the Insurance industry

. Able to identify, recommend, and implement process

improvements for increased productivity focusing on meeting

the needs of internal and external customers

. Directed, trained, and supervised teams of 10 or more

. Experience processing and adjusting claims and providing

customer service

. Strong listening, oral, and written commutation skills,

analytical and problem solving skills

. Bank reconciliation, processed balance sheets, income

statements, and budget review

Experience

Customer Care Advocate III

. Navigate swiftly and confidently through Nasco,

Lotus Notes, Ultera, BPM, Blue2, and intranet

databases

. I maintain excellent personal stats, i.e. audit

scores 100%, adherence avg. 99.43%

. Appropriately adjudicate claims according to

policy while maintaining performance standards

. Respond in a timely and accurate manner to

incoming calls and correspondence of providers and

members Resolve customer service issues

. using first call resolution

Thoroughly document inquiries

. Analyze written correspondence and provide

solutions in a timely manner.

. Practice WellPoint's Core Values Daily

. Accept responsibility for numerous special

projects from manager as assigned

Customer Service Lead, IEI Financial

I provided collection arrangements and educated

customers on options for paying pass due utility

bills.

Received payments from Ameren IP customers, I

Answered any questions regarding electric and gas

service.

Connected and disconnected residential customer

service. Assisted in front line training and

development of new associates

Senior Pastor and CEO/ Kingdom Builders International Church

I established a local church for the Pentecostal

Assemblies of the World. I handled the day to day

operations of the corporation. Duties included but

not limited to business manger, preacher, teacher,

director, community leader, program developer. I

oversaw a staff of five employees.

District Pastor for the North East District with five

assemblies and their pastors that reported directly

to me.

As district pastor I was responsible for

development, training, growth plans, and new church

planting with in the district.

Assistant Treasurer, State Apostolic Bible Students

Association for the Pentecostal Assemblies of the

World, Inc.

Over seen membership dues, reconcile bank statements,

process balance sheet, and income statements and

preside over all financial transactions.

Inbound Service and Sales Advocate/SBC Ameritech

I provided new service for SBC residential customers

in a tri state area. I answered questions concerning

SBC bills and problems with service. I also sold SBC

products and services.

Certificates/Accomplishments

December 2006

National Operations Appeals Handling Procedures,

February 2007

Associate Culture Shaping Workshop, December 2007

Blue Squared V2.1, May 2008

Blue Squared 3.1 and ITS

10.2, November 2008

Generation Consumer First-Operations, July

2009

GEN-C Ready

Contact this candidate