Over 25 years Customer Service experience.
Resume:
Denise L. Osterkorn
Plainfield, Illinois 60586
Telephone: 414-***-****
Email: **********@******.***
Dynamic, detail-oriented and multi-faceted business professional seeks to
utilize educational background as well as more than 20 years' experience
providing exceptional customer service. Proven ability to handle multiple
tasks simultaneously and improve operational efficiency while maintaining
compliance with policies and procedures. Proficient in the use of Microsoft
Office Suite and Search Engine techniques; typing speed of 50 words per
minute with minimal errors.
EDUCATION
KAPLAN COLLEGE, Online Program
Completed Pharmacy Technician Program, 2009
EXPERIENCE
AEROTEK/LexisNexis - First Advantage
March 2013 - current
Temporary position
Report Adjudicator Specialist
Responsible for conducting online research for background screening.
Research court documents as well as incarceration information online to
provide needed information to our clients. Conduct additional research
with credit agencies as well as the Motor Vehicle Department when needed
AEROTEK/HALLMARK SERVICES Naperville, IL
September 2012 -January 2013
Contract position
Was responsible for data entry of Medicare supplement applications.
Prepped and indexed applications as needed. Completed audits on
applications and member documents for accuracy. Assisted other department
with return mail processing.
AMERICAN GREETINGS, Plainfield, IL
April 2012 - July 2012
Merchandiser
I visited assigned accounts on a weekly basis to confirm shipments, place
merchandise, order product, conduct inventory and meet with store
management.
HOME HEALTHCARE, Milwaukee, Wisconsin
2010 to 2011
Care Provider
Provided home health care services to an ailing mother. Assisted in daily
living activities (cooking, cleaning, hygiene, medication administration).
NCO FINANCIAL SERVICES, New Berlin, Wisconsin
2008 to 2010
Client Service Representative (2009 to 2010)
Served as main point of contact charged with processing individual student
deferments, forbearances and refunds as well as credit disputes for more
than 20 colleges and universities throughout the United States. Fielded a
wide range of customer inquiries (via email, phone, and fax) on a daily
basis. Provided backup assistance to customer service representatives in
answering incoming calls during periods with high call volumes. Monitored
cohort rates and interfaced with customers to bring down percentages rates.
Processed and transmitted special assignments to the Department of
Education. Performed data entry for new loans and financial advancements.
Payroll Specialist (2008 to 2009)
Processed payroll for three companies as well as individual wage
garnishments and personal loans. Also responsible for the timely/accurate
processing of leave of absence/FMLA forms and severance payments. Conducted
necessary research to successfully complete employee verification forms.
Maintained Ceridian Time and Attendance systems for various customers.
ROYAL RECOGNITION, INC., Muskego, Wisconsin
2007 to 2008
Coordinator/Administrative Assistant
Addressed daily phone and email inquiries from more than 40 separate
accounts for a company specializing in service award programs, promotional
items and incentive programs. Coordinated the initial steps in the ordering
process (entering award recipient data onto spreadsheets and assembling
award selection brochures). Tracked orders and coordinated shipments to
ensure timely product delivery to customers. Completed billing/commission
statements. Maintained inventory control; ordered new supplies when
necessary. Created sales/presentation materials for use by sales force.
KHS USA, INC., Waukesha, Wisconsin
2006 to 2007
(placed by Argus)
Commercial Administrative Coordinator
Prepared price quotes for new machines, conversions, upgrades and
additional components. Maintained/updated Goldmine customer database;
developed monthly sales reports for upper-level management. Coordinated
conventions and assisted in the execution of advertising campaigns.
Provided on-site support to the marketing team during trade shows. Trained
new staff members on the utilization of KHS software.
CHR HANSEN, Milwaukee, Wisconsin
2005 to 2006
(placed by Westaff)
Customer Service Representative
Handled incoming calls from customers as well as brokers and sales
representatives. Processed food and beverage orders, tracked shipments,
completed delivery reports and entered customer service complaints into the
SAP system.
THE FLEX COMPANY OF AMERICA, Brookfield, Wisconsin
2003 to 2005
Plan Design/Implementation Specialist
Responsible for the preparation of service agreements, fee schedules and
invoices; answered phone calls/emails from program participants with
flexible spending accounts. Coordinated call center staff schedules and
organized customer service training programs. Led conference calls for
design and development of client plans; conducted PowerPoint presentations
during enrollment meetings.
READER'S DIGEST, Greendale, Wisconsin
1999 to 2003
Call Center Supervisor
Maintained daily operations for three high-volume call centers; supervised
a team of 14 employees. Collaborated with management on the development and
implementation of employee recognition/incentive programs; motivated staff
to enhance sales and quality performance levels. Additional
responsibilities included the production of direct mail campaign materials
(grids, job jackets) and gift mailing components as well as maintaining
statistical records with regards to performance management, analysis and
periodic reporting. Handled weekly budget and customer response reports as
well as travel arrangements. Developed an extensive proficiency with call
handling processes (products, program knowledge, sales techniques and
computer database utilization).
Promoted to full-time employee after two weeks, prior to becoming
supervisor.
U.S. CELLULAR, Waukesha, Wisconsin
1995 to 1999
Customer Service Representative
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