Customer Service Analyst

Machella Kelsey

Email: aboz40@r.postjobfree.com

Address:

City: Cuddebackville

State: NY

Zip: 12729

Country: USA

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

Skill Level: Any

Salary Range:

Primary Skills/Experience:

Results-driven Customer Services Representative with proven ability to establish rapport with clients. Vendor management analyst directly responsible for vendors delivery on key metrics such as timeliness, quality, productivity and customer satisfaction. Quality control analyst. Research analyst with proactive approach to process improvements. Data entry and processing skills. Training and documentation skills.

Educational Background:

High School Dipolma from Ball State University, Muncie IN 1/2001 to 5/1981 (Psychology)

Job History / Details:

Career Overview

Results-driven Customer Services Representative with proven ability to establish rapport with clients.

Vendor management analyst directly responsible for vendors delivery on key metrics such as timeliness, quality, productivity and customer satisfaction.

Quality control analyst.

Research analyst with proactive approach to process improvements.

Data entry and processing skills.

Training and documentation skills.

Core Strengths

Customer service

Vendor management

Strong Organizational Skills

Creative Problem solver with proactive implementation of process improvements

Energetic fast learner and self directed

Research analyst

Training

Documenting

Data entry

Strong client relations

Listening skills

Critical thinking

Excellent communication skills with internal and external customers

Team building

Good Prioritization skills to achieve deadlines and goals

Reporting analyst

Accomplishments

Customer Relations

Report, analyze and deliver on key performance metrics such as timeliness, quality, productivity and customer satisfaction through management of offshore vendor utilizing effective relationship management and execution skills.

Quality Performance

Monitor performance of quality and assist with performance improvement plans for 50 vendor associates.

Call Center

Assisted with 90 calls per day providing information and service to ensure customer satisfaction.

Call Center Help desk

Assisted customers with unresolved inquiries and provided training opportunities to co workers to prevent future customer dissatisfaction.

Work Experience

May 1999 to Current

CNO Financial Carmel, Indiana

Vendor Management Analyst

Responsible for relationship and performance management of multiple vendors. Drive to deliver on key performance metrics such as timeliness, quality, production and customer satisfaction. Drive process improvements to deliver increasing operational efficiency. Monitor results against goals through numerous reporting sources. Provide training and documentation updates. Experience in team building and team communication skills.

April 1992 to May 1999

CNA Insurance Carmel, Indiana

Senior Analyst

Worked as a Call Center representative assisting customers with policy inquiries and provided timely resolution to customer questions and complaints. Also worked as a Data Entry processor for Property and Casualty new business unit.

Educational Background

1981 Ball State University Muncie, Indiana

High School Diploma Psychology

Attending Ball State University for one year to study Psychology.

Contact this candidate