Customer Service Sales

** **** ****** #*** 203-***-**** (Home)

Stamford, CT 06906 203-***-**** (Cell)

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

Marcia L. Jones

OBJECTIVE:

To obtain an employment opportunity that will allow me to use the skills

and knowledge acquired from many years of customer service experience in

the healthcare, travel, IT advisory and mining industries.

EXPERIENCE:

2005-2009 - UNIMIN CORP New

Canaan, CT

International industrial minerals and sand mining company

CUSTOMER SERVICE REP. - Customer Services, Sales & Distribution/Logistics

. Handled high volume of inbound calls and email orders/inquiries in

busy call center

. Performed new order entries/updates, order changes, cancellations,

complaints, processed credit card order and billing credits/debit

write-ups

. Worked with Sales and Credit to setup new customer accounts and

keep accurate customer data

. Worked with Plant Administrators to arrange truck and rail

shipments to customer locations

. Worked with railroad and trucking company to track customer

shipments when required

. Worked closely with other departments to co-ordinate delivery of

service for over-all customer satifaction

2000-2005 - GARTNER GROUP, INC Stamford, CT

World's leader in Information Technology Research and Advisory services

CLIENT INQUIRY SPECIALIST - Client Service Org

. Assisted clients and prospects with the proper use of Gartner's

online products and services.

. Scheduled phone consultations between Gartner's analysts and

clients.

. Utilized Gartner's learning center to develop my knowledge of

company products, services and the IT industry as a whole

. Tracked all inbound client calls and email inquiries and followed

up with clients to resolve issues

1999-2000 - NAVIGANT INTERNATIONAL

Stamford, CT

Travel management and reporting service provider

TRAVEL REPORTING ANALYST - MIS Dept.

. Audited client travel data in preparation for the monthly reporting

process.

. Downloaded client travel data each month to generated reports

showing monthly travel usage & patterns.

. Responded to special on time report requests from clients and

inside Sales

1998-1999 - LEAFSTONE STAFFING SERVICE

Stamford, CT

Temporary staffing agency

DATA ANALYST - (Temporary placement at Warburg Dillon Read - Data Contol

Dept.)

. Performed daily audit of client records to identify errors,

duplicates, missing data and made corrections.

. Assisted in training new Data Analysts on correct data processing

procedures

. Transferred client data records from old to new data management

system

1988-1998 - OXFORD HEALTH PLANS, INC.

Trumbull, CT

Health insurance services provider and Benefits Management

1997-1998 - DATA ANALYST - Data Operation Dept.

. Prepared weekly productivity reports for various Operation Business

Units.

. Prepared monthly departmental and employee performance reports for

the Claims Dept.

. Reported on incoming call trends and patterns, overall response

time and recommending improvements based on data generated.

1996-1997 - TEAM DEVELOPER - Data Operations Dept.

. Supervised and trained 25 Claims Coding Specialist - Utilized

temporary help

1993-1996 - TEAM DEVELOPER - Claims Inventory & Distribution

. Managed inventory and storage of paper claim forms and other claims

related documents

. Supervised and trained 5 full-time and 18 temporary employees.

1991-1993 - VENDOR SERVICES CO-ORDINATOR- Claims Processing Dept

. Managed the outsourcing of the claims prepping function.

. Arranged the transport of claims to and from outside data entry

vendors

. Trained vendor's data entry staff on proper claims prepping

procedures

1988-1991 - CLAIMS PROCESSOR - Claims Processing Dept

. Handled claims processing for large corporate accounts

. Implemented departmental processes for tracking and handling

problem claim issues.

Hood College - Frederick, MD B.S.,

Sociology and Social Welfare

Skills: MS Excel, Lotus Notes, MS Word, AS400 and Outlook

Contact this candidate