Customer Service Project Manager

CHERYL STUCK 602-***-****

Chino CA abn7v3@r.postjobfree.com

Looking for an exciting, challenging position where I can utilize my

creative and innovative talents, exceptional customer service, educational

product knowledge and managerial skills.

.

EXPERIENCE

. Promote excellent customer relations with patients,

physicians/prescribers and payors/insurance companies for

reimbursement services program. Manage unique program that supports a

drug manufacturer in alleviating challenges and assisting patients in

getting access to specialty drugs.

. Managed and revitalized a team of advisors for HR technical call

center, responding to member and customer inquiries regarding complex

compensation, benefits and total rewards design, regulatory compliance

and implementation questions. Encouraged teamwork and quality

research to improve the overall customer experience. Piloted auto-

response emails reducing wait time from 72 to 24 hours and increased

customer satisfaction by 15%.

. Successfully resolved customer complaints and issues with online

products and website navigation in a timely manner - received several

awards for excellent customer service

. Encouraged continuous improvement among advisors

. Managed production projects resulting in 100% on-time availability

. Analyzed website and product usage statistics from Excel and Web

generated reports to increase the availability of resource products on

the website

. Trained employees and faculty on use of Microsoft Live Meeting as a

business and meeting tool

. Provided technical and event support for online meetings using Live

Meeting resulting in successful delivery of over 750 sessions

. Represented Association at conferences and trade shows resulting in

significant increase in membership

. Managed HR department for aerospace manufacturing

o Implemented recruitment strategies resulting in lower turnover

o Successfully relocated 50% of acquired warehouse personnel

o Benefits - open enrollment, ongoing administration

o Resolved complex employee issues without legal action

o Completed required training with 100% participation

o Increased communication with vendors resulting in improved

service

. Coordinated delivery dates for on-time installation of electricity,

cable and gas with utility companies and builders for commercial and

home construction projects

. Worked in retail cashiering and providing excellent customer service

and assistance with products

EMPLOYERS

AmerisourceBergen Corporation PA 2012 to 2012

Assistant Manager Program Reimbursement

WorldatWork Scottsdale AZ 2000 to 2011

HR Technical Call Center Supervisor

Dry Utilities, Phoenix Arizona 1999 to 2000

Project Manager

BAE Aerospace Systems, Ontario California 1984 to 1999

Human Resources Manager

Miller's Outpost, SavOn Pharmacy

Customer Service/Pharmacy Technician/Cashier

EDUCATION

Cal Poly Pomona, Pomona CA - Human Resources Management Certificate

Toastmasters International - Competent Communicator and Leader Certificates

(CC, CL)

WorldatWork - Certified Compensation Professional (CCP)

COMMUNITY INVOLVEMENT

Habitat for Humanity - construction of affordable housing for working poor

and homeless

Andre House - preparation and serving of meals for Phoenix homeless

Homeward Bound - coordinated yearly diaper drive collecting over $10k in

diapers and donations

St. Vincent DePaul, Westmoreland County Food Bank, OLG Food Pantry -

monthly food packing and distribution

Catholic Charities - general office and special projects

Contact this candidate