Customer Service Sales

Patricia Howell

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

Address: **** * ***** ****

City: Chicago

State: IL

Zip: 60617

Country: USA

Phone: 312-***-****

Skill Level: Management

Salary Range: $50,000

Primary Skills/Experience:

See Resume

Educational Background:

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Job History / Details:

OBJECTIVE: To obtain a challenging position that would allow me to use and further develop my proven leadership and community skills, as well as help develop and drive a team of customer service or like professionals

SKILLS: Exceptional leadership and communication skills and over 10 years management experience of 40+ customer service advocate`s. Proficient in Microsoft Office 2010 and various technology including Lucent and Avaya applications.

EXPERIENCE:

9/2012-PRESENT HOUGHTON MIFFLIN HARCOURT ROLLING MEADOWS, IL

IT HELPDESK SUPERVISOR - EDUCATIONAL TECHNOLOGY SUPERVISING A TEAM OF HELP DESK TECHNICIAN`S IN AIDING OUR CUSTOMER BASE WITH TROUBLESHOOTING AND INSTALLATION OF PROGRAMS AND APPLICATION

- MONITOR CALL CENTER METRICS RE: AVERAGE SPEED OF ANSWER AND ABANDONED CALL PERCENTAGES.

- PROVIDE COACHING RELATED TO TRAINING AND CUSTOMER SERVICE.

- INITIATE PERFORMANCE FEEDBACK AND/OR DISCIPLINARY ACTION RE: ATTENDANCE AND PERFORMANCE MATTERS.

5/2012-PRESENT FRONT OFFICE STAFFING/BURRELL COMMUNICATIONS

- SUPERVISING A TEAM OF CUSTOMER SERVICE AGENTS, TO INSURE QUALITY

OF SERVICE AND ACCURACY OF PRODUCT INFORMATION PROVIDED.

- TROUBLESHOOT ESCALATED CLIENT CALLS AS NEEDED.

- PROVIDE ONGOING FEEDBACK REGARDING PERFORMANCE.

- PERFORM SCHEDULING AND ATTENDANCE MONITORING TASK AS WELL.

12/2011-5/2012 UNITED INSURANCE

IL PRODUCER - LIFE AND HEALTH

- LICENSED SALES AGENT PERFORMING DEBT COLLECTIONS IN SPECIFIED

TERRITORY.

- ASSISTED WITH MODIFYING TRAINING MATERIALS FOR NEW AGENTS.

- IMPROVED DEBT COLLECTIONS PERCENTAGES BY 20%.

2001 - 2011 BlueCross and BlueShield of Illinois Chicago, Illinois

Global Call Center Supervisor, Consumer Markets

- Build and establish long-term customer partnerships by anticipating and monitoring the diverse needs of the customer and reminding staff that the customer is first and foremost.

- Trained employees in various customer service techniques designed to surprise and astonish customers including superior, customer friendly service and focus.

- Managed Blue Cross Blue Shield`s (BCBS) global call center and supervised a record number of inbound claims and call center personnel.

- Increased 1st call resolution rates by 40 percent - including Presidential complaints related to Medicare and DOI HIPPA guidelines.

- Provided operational updates to client, management and staff as requested.

- Expanded call center services to include maintenance, planning, and enhancement.

- Recommended and supervised the implementation of solutions to improve month-end reporting and service levels for membership base.

- Implemented inside Sales Unit w/enhanced month-end reporting measures.

- Served as the Project Team Leader for the implementation of an Interactive Voice Response application.

- Recognized and honored positive employee contributions through formal and informal recognition programs

- Served as Project Lead for Blue Cross Blue Shield`s Loyalty and Retention team.

1998 - 2000 City of Chicago Housing Authority Chicago, Illinois

Customer Service Supervisor and Assistant Ombudsperson

- Supervised 24-hour Customer Service Center materials to reach groups and landlords.

- Mediated HUD regulations disputes and administered policy and procedures with a staff of over 25 representatives.

- Formulated customer service budgets and controlled expenditures.

- Expedited `first call` resolution rate from 29 percent to 50 percent through enhanced training of key staff.

- Developed and designed strategies and outreach

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1995 - 1998 Follett College Stores, Elmhurst, Illinois

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