Customer Service Sales

Kathy Suell

**** *. **** ***** *******, AZ *****

(Home) 602-***-**** (Cell) 602-***-****

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

TECHNICAL EXPERIENCE:

Software/Databases: Microsoft 2000, 2003, 2007 Word, Excel, PowerPoint, File Maker Pro

Others: Sales, Administrative, Data Entry, Customer Service, Ez-systems, Meeting Maker,

RH Donnelley/Dex Media

PROFESSIONAL EXPERIENCE:

City of Phoenix, Phoenix, AZ 11/ 2015 – 7/ 2016

Police Aide

Answered multi-line switchboard routine inquiries and makes proper disposition or directs

customers to proper authorities.

Accurately enters data or other information obtained from various areas for use in reporting

information, operated a variety of standard office equipment.

Opened, sorted, filed and routed mail, products, materials, and other paperwork.

Logs information received from telephone; Maintains forms and supplies

inventory at police facilities and issues supplies.

Indexes, codes, alphabetizes and files a variety of records. Consults with supervisor

regarding non-routine matters, deliver mail to division headquarters.

Demonstrates superior seamless customer service, integrity, and commitment to innovation,

efficiency. Handled difficult customers on a daily basis, Maintain the confidentiality of

sensitive information.

Worked with the public and other City employees.

Operated computer input devices (keyboard, mouse) and other office equipment, plus clerical

procedures.

Operated personal or City vehicle on City business.

Multi-task function in a fast-paced environment.

OPTUM-MASSACHUSETTS EXCHANGE, (United Healthcare) Phoenix, AZ 10/2014 - 4/2015

Enrollment Agent / Customer Service Representative – Call Center

Processed membership applications for a national health insurance company.

Received inbound calls from customers regarding their enrollment for healthcare coverage.

Input their healthcare enrollment information via a computer system.

Made outbound calls to existing customers, compared and verified data that already existed in the computer system.

Processed high volumes of membership applications with accuracy and efficiency, heavy data entry via a computer system.

Met enrollment paperwork deadlines.

Helped customers with their billing questions and issues.

JOHN C. LINCOLN HOSPITAL-NORTH MOUNTAIN, Phoenix, AZ 3/2012 – 3/2013

Central Communications Switchboard Operator

Responsible for operating and answering a multi-line switchboard console in a hospital setting, answering and responding to internal and external calls.

Paging overhead as well as pocket pagers; calling and tracking taxis via vouchers and dispensing general information.

Answers all calls, consoles, and Code panels, Enunciators, dispatch to Security, Facilities Engineering and Transportation.

Announces via overhead paging all Codes, (including emergency calls), Physicians and key personnel.

Access all Trauma Code Team and Group pagers.

Dispatch and documentation.

Utilizes the use of Computer Aided Dispatch (CAD) system to maintain a continuous log of all calls for service.

Utilization of a 2-way radio to dispatch security to various locations in the hospital.

Input of payroll thru the Kronos computer system.

Test beepers and radios to ensure communications equipment works properly.

BANNER GOOD SAMARITAN MEDICAL CENTER Phoenix, AZ 10/2010 – 10/2011

CNA-Nursing Assistant

Provided routine patient care to promote patient comfort and contributed to the overall patient plan of care on the Medical Surgery-Pulmonary floor.

Ongoing patient data collection and documentation in the medical record via the computer.

Provided a variety of unit support functions which contributed to the overall operation of the nursing unit department.

Provided assistance in activities of daily living and completed tasks to promote patient health, including assisting patients with basic hygiene needs, maintaining level of mobility and assisting patients with nutrition intake.

●Collected patient specimens and data, including vital signs, input/output and other measurements in accordance with unit/facility policy and standards of care.

●Served as a Patient Sitter/Companion Documented confidential data and routine aspects of patient care via the computer system.

●Assisted in the transportation of patient specimens.

●Recognized and reported patient abnormalities and changes of the patient’s health status to a licensed professional.

●Maintained a clean, orderly and well-stocked environment with medical supplies.

●Provided general support to the department, including greeting and assisting patients, visitors, physicians and ancillary personnel.

●Answered a multi-line switchboard console.

●Completed special projects for the manager.

VANGENT CENSUS 2010 - PAPER DATA CAPTURE CENTER, Phoenix, AZ 2010

Data Entry Operator-Southwest Recruiting Agency

Selected to process the 2010 Census data.

Reported directly to the Respective Team Leader and worked under close supervision.

Worked with teams of clerks performing similar tasks.

Handled confidential and sensitive information.

Required to meet established productivity and accuracy standards, input confidential information via the computer system.

Learned screen formats and key verification functions of the systems.

Stayed current of all format and procedural changes.

Knowledge of personal computers.

Passed a security clearance through the Department of Commerce.

RH DONNELLey/DEX MEDIA - YELLOW PAGES Phoenix, AZ 10/1981 – 3/2009

Administrative Assistant - Support-Sales

Many years of experience as an Administrative Assistant and Front Desk Receptionist in the Sales department, customer service calls and service request.

Greeted clients, customers and the general public.

Directly supported several Sales teams that involved responding to vendors, customers and general public calls and service request.

Answered a multi-line switchboard console and used a paging system.

Operated personal computers and used various Microsoft software system applications.

Used spreadsheets to track and analyze statistical data, compile and maintain reports, and provided documentation.

Published summarized Sales reports for utilization by the Director of Sales and Sales Manager.

Daily input of Sales contracts with accuracy.

Xeroxed, and filed contracts and met Sales deadlines.

Daily served, maintained, inventoried and updated office equipment.

Assisted with coordination of departmental and cross-functional activities, conference calls and celebrations as necessary.

Daily received, stamped and delivered mail to Sales mailboxes.

Knowledge of postage meter system.

Performed additional miscellaneous duties and tasks in support of the needs of the Sales team operation as required.

Data input of payroll, cellular and mileage reimbursement bills for Sales team.

Boxed and shipped Sales contracts to the retention center to be archived.

Maintained the Yellow Pages Directory room, ordered updated Yellow Pages directories for the Sales teams and customers.

Ordered office supplies for the Sales department.

AT&T, MOUNTAIN BELL, Tempe, AZ 10/1980 – 10/1981

Directory Assistance Operator

Operated computerized operator’s console, provided information to directory customers, furnished customers with business and residential telephone assistance.

Remain in a sitting position for extended periods of time.

Work cooperatively with other employees, other departments or agencies, and the public.

Enter data into a terminal, PC, or other keyboard device in order to file or retrieve information.

Work safely without presenting a direct threat to self or others.

Experience in meeting the public and demonstrated typing skills.

EDUCATION

High School Diploma and CNA Vocational Technical Training

State of New Mexico, 1973 - 1977

CERTIFICATIONS:

Nursing Assistant Certificates, 2003 – 2010

Certification - Word Processing Studies, 1984 - 1987

Junior College General Studies, 1978- 1981

Completed CNA Vocational Technical Certification, 1976-1977

Additional Skills and Training

Many years of Customer Service, outbound calls to customers regarding their complimentary Yellow Pages listings.

Orally explained information to the public, including requirements of Dex Yellow Pages and policies.

Successfully directed individuals to various locations including other agencies, geographical locations, or areas within the building/complex.

Assists applicants in completing applications and forms by answering questions or filling in responses.

Created and updated records and necessary work materials to ensure that information is correct.

Accesses, navigates, and performs on-line updates to automated applications or utilizes various computer applications.

Files and retrieves information via hardcopy and/or electronically. Developed letters, memos, and reports.

Operated office equipment copy machine, calculator, computer, switchboard, and facsimile

machine.

Successfully Completed CNA updated courses and seminars.

Completed CNA Vocational Technical Certification.

Microsoft 2000, 2003, 2007 Word, Excel, PowerPoint, File Maker Pro, E-mail, Ez-systems, Meeting Maker.

RH Donnelley/Dex Media, ongoing safety training.

RH Donnelley/Dex Media provided employee development-training courses.

RH Donnelley/Dex Media sponsored on site seminars and updates by various industry representatives.

Demonstrated continuous effort to improve operations, decrease turnaround times, streamline work processes, and work cooperatively and jointly to provide quality seamless customer service. Current Fingerprint Clearance Card. Current Background check Clearance card. Passed a Security clearance through the Department of Commerce. BLS certification

Updated medical immunizations

CPR PRO / First Aid / AED card

Knowledge of Medical Terminology

Volunteered as a Computer Assistant

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