Customer Service Representative

Jan Simpson

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

Address: *** * ******** ** **** 107

City: Palatine

State: IL

Zip: 60067

Country: USA

Phone: 847-***-****

Skill Level: Experienced

Salary Range: $32,000

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

Jan L. Simpson

840 W. Panorama Drive Unit 107

Palatine, IL 60067

Phone 847-***-****

*********@********.***

Objective: Looking for an exciting and challenging position, which will use both my experience and skills.

Skills and Accomplishments

A. Effective Communication

- Negotiated with disgruntled clients and consistently resolved conflicts by turning unsatisfied customers into satisfied customers.

- Engendered many complimentary letters, emails and phone calls from satisfied customers saying for example "A pleasure to work with", "an asset to the company", "a can do attitude"

B. Team Building - As the only Case Manager for a team of 13 agents

- Increased goal achievement from 70% to over 95% within the first month.

- Led the team to reduce processing time of application which led to inforce levels consistently and significantly higher than the floor average

- Ran team meeting on variety of subjects

- Recommended system enhancements to improve processes

C. Training

- Designed, presented and implemented time management training, increasing efficiency by streamlining procedures

- Developed and utilized trainings for the agents and case managers by increasing quality and accuracy of applications for new policies

- TPI for Signet order processing - to achieve a more streamline process to reduce specialty order processing time

- Multiple trainings on new KaVo products

D. Work Quality Exceeded Quality Standards

- Consistently achieved 100% of standard for numbers of client contacts payments collected, maintaining highest numbers for the entire call center

- Maintained highest number of calls and payments for the entire call center

- Consistently achieved over 95% phone availability rate

- Consistently met the needs of both internal and external customers alike

E. Computer Software - Demonstrated proficiency in:

AS400, SAP R/3, BPX, Microsoft Office/Microsoft Word, Microsoft Outlook, Windows 95, 98, 2000 and XP applications, WordPerfect 5.0, 5.1, Basic Excel, Medical Office Software/Medical Transcription, ICD-9 Coding, Keyboard 60-70wpm, Cisco IP phone system, 10-Key, Data Entry

Experience

Mature Health Services - Palatine, IL 6/12-Present

Appointment Setter - Part Time

Made appointments with Medicare age customers in regards to Medicare Supplements The new Dental Vision and Hearing Plans.

Dovenmuuehle Mortgage - Lake Zurich, IL 08/10 2011

Customer Service Representative

Assisted customers with their mortgage needs

Pechiney/Alcan Packaging - Chicago, IL 10/09-10/10

Customer Service Account Specialist

Assisted accounts with information in regards to the complex product line offered.

Traveled to a variety of different plants, to learn about each operation of products. Attended: College of Knowledge Product Training

Windows XP

AS400 Windows System/ Data 3

Queries

Lotus Notes 7.0.2

Excel 2003

Microsoft Office

Internet Explorer

KMS/ P2P

Internal/external customer interaction

Plant interaction

Inventory control

Returned goods

Shipments/releases

Pricing - obtain SPQ from sales, pricing or system

Order entry (new, repeat, forecast and block out orders received from sales and/or customers

Expedition of orders through manufacturing process from order entry to shipment of finished goods; includes but not limited to issuing pull-ups, change orders, deviation of requests, inventories, invoices, bill of lading, deductions and bill not shipped authorizations requests, credit requests.

Analyze customers' requirements to assist sales and manufacturing in developing and maintaining customer specific reports.

Prepare paperwork for processing returned goods and communicate return procedure to customer; follow-up with the plant and customer to insure material is credited, reworked and re-shipped within compliance.

Cross-training to become fully diversified of the desks of co-workers clients.

Travel to Pechiney/Alcan and customer facilities (approximately 10%)

EGS/Emerson Electrical Group - Rosemont, IL 07/07-01/08

Customer Service Representative

Assisted customers with information in regards to the complex product line offered.

- AS400 Windows System

- Averaging 30-60 calls a day - maintained 98% availability rate

- Entered phone, fax and emailed orders

- Provided product availability, cost, estimated delivery times on variety of product lines

- Provided order status and back order status

- Assisted customer with the return authorization process

- Assisted with the shipping terms for orders placed.

KaVo Dental - Lake Zurich, IL 03/03-03/07

Customer Service Representative

Assisted customers with product information, order entry, order status and technical assistance

- SAP R/3 and AS400 Processing Systems

- Averaging 60-100 calls a day

- Pull voice mail and return calls back to the customer

- Entering 10-50 orders daily (taking both faxed and phone orders)

- Specialty order - Signet Pkgs- which are detailed orders that are laser engraved and time sensitive

- Provide information on our product line from DMI, Lab and Environment

- Provide technical assistance on variety of products to both the Dr and Sales representatives

- Assist both internal and external customers with product availability and order status

- Enter specialty orders (Signets, Everest and Government)

- Assist customers with the return authorization process

- Received multiple customer service acknowledgement letters

Hewitt Associates LLC - Lincolnshire, IL 05/02-02/03

Participant Service Associate

Assisted participants in determining eligibility for company provided benefits (Medical, Dental, Vision, Term Life Insurance, AD&D, STD, LTD and Flexible Spending Accounts)

- Enrolled participants and dependants into their eligible company provided benefits

- Assisted participants with the provider listings for their coverage issues

- Assisted participants with retirement and survivor insurance processes

- Enrolled participants and dependants into Cobra and CEC benefits

- Informed participants of eligibility requirements for dependants

- Made changes to benefits for participants with a life changing event

Zurich Direct Life Insurance - Schaumburg, IL 12/97-05/02

Case Manager

Assisted agents, underwriters and proposed insured's with the life insurance process

- Assisted proposed insured's with the process to obtain term life and/or disability insurance

- Obtained additional information for the teams underwriters and agents

- Scheduled and rescheduled Portamedic Exams

- Followed up on APS and MIB details

- Obtained premiums and amendments to inforce the policies

- Case Manager of the Month Award

- Received Multiple Customer Service Acknowledgement Letters

- Ranked #1 in Call Center for premium received

Trustmark Insurance - Lake Forest, IL 06/97-11/97

Assisted clients with medical insurance claims

- Processed and researched insurance claims

- Data entry

- Obtained information from MIB, Dr. offices, Hospitals

Service Merchandise - Arlington Heights, IL 09/96-10/97

Customer Service

Ran the cash office and phone system

- Customer service

- Data entry of incoming phone orders

- Stock verification

- Maintained cash office

Anthem Blue Cross Blue Shield - Indianapolis, IN 05/96-08/96

Claims Processor

- Data entry

- Processed medical claims from participants and providers

Avondale Ship Building - Gulfport, MS 10/93-03/96

Office Assistant - Quality Assurance

- Enforced standard operating procedures

- Assisted in inspections during various phases of ship building

- Ordered supplies, data entry, answered phones, processed required reports, handled mail, interoffice mail, faxing, filing

United States Navy 05/85-07-91

Dental Technician - Petty officer 3rd class

Honorable Discharge

Assisted Dental Officers in all facets of dentistry

- Assisted in four handed dentistry

- Charting for dentists

- Ran the X-ray department - (FMX, BX, Panoramic and PA)

- Dental recall program

- Maintained dental records for base personnel

- Scheduled and rescheduled appointments

- Held dental hygiene classes for incoming personnel

- Ordered supplies for dental clinic

- Maintained sterilization protocol

- Received letters of Accommodation

- Received Good Conduct Medal/Sea Service Medal

Education

Zurich Direct Life Insurance - Loma 1 & 2 ACS 100 Customer Service 2001

- Disability Insurance Processing Training

Harper Community College - Certificate 1997

- Medical Terminology

ECPI Computer Technology Institute - Associates Degree 1991-1993

- Medical Computer Administration

Navy Dental Technician "A" School - Associates Degree 1985

- Sterilization Protocol

- X-ray Processing

- Petty Officer 3rd class training

- Leadership training

- CPR/First Aide training

- Casualty Care training

- Customer Service training

High Plaines Area Vocational Training - Certificate 1985

- Computer Programming and Processing

Woodward High School Graduate 1985

Availability - Immediate

Contact this candidate