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Customer Service Microsoft Office

Clifton, New Jersey, United States
November 27, 2017

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John G. Montemurro

** ******* ****** *******, ** 07013 * 201-***-****

Accomplished, experienced professional, specializing in management, employee leadership, customer service, and hospitality management. Valued as a trusted point-of-contact, proactively connecting with internal/external customers to ensure high level of satisfaction. Engages with team members to provide ongoing direction and guidance in the completion of daily activities. Experienced in developing training plans for 200+ employees. Dedicated to follow through on every task. Supports attainment of organizational goals. Continuously seeks to identify opportunities for improving current processes.

Core Strengths

• Operations Management • Customer Satisfaction • HIPAA Compliance • Business Development • Employee Leadership • Inventory Control • Hospitality Management • Training Coordination

Microsoft Office Suite • Client Focused Customer Service • Self-Directed Decision Maker, Problem Solver,Planner • Performance Management • Builds Strong Work Relationships

• Drives and Delivers Exceptional Results • Excellent Verbal and Written Communication Skills


Professional Experience


●Provide timely, accurate and courteous responses to a high volume of telephone inquiries from

Both members and providers

• Achieve and maintain productivity and quality performance expectations

• Interpret and effectively communicate benefits and eligibility information to customers

• Document all critical information related to contacts responded to in the appropriate MHS


• Provide timely follow-up with other internal departments to expedite resolution of difficult/

Aging inquiries and when necessary escalate those issues to management for further handling

• Comply with all HIPAA Compliance regulations


• Managed six licensing representatives specializing in variable annuity appointments for 10,000

third- party brokers from major firms like Morgan Stanley, Merrill Lynch, Primerica and Amerprise

●Developed licensing procedures, created training documents and facilitated outsourcing process

●Oversaw teams that handled on and offshore Broker Dealer changes; 75% productivity increase

●Documented agent approval and termination process which saved over 100,000 in its first year

●Championed database clean-up of appointments, terminations, address changes and reconciliations with the internal Appointment System and across the various United States with 98% accuracy

●Processed invoices and participated in daily sales auditing for 150 stores on a nationwide scale


●Scheduled and coordinated 250+ vendor appointments at office, and at six specialty trade shows

●Promoted from Cashier, Key Carrier to Assistant Manager for a store with $2.6M annual sales

●Maintained inventory and selected product lines for corporate stores based on upcoming trends

●Provided training to employees, and assisted in POS rollout for 18 different stores on east coast

●Supervised staff of 25 ensuring all customers received adequate assistance

• Monitored satisfaction trends, evaluated issues, and implemented changes to improve service

Office Team – Beacon Health Options, Roseland NJ 2015 -present

Team Leader Axa Equitable, Secaucus, NJ 1998-2015

Assistant Manager Kalkin & Co., Paramus, NJ

Assistant Manager Leewards, Wayne, NJ

Accounts Payable Coordinator, Linens N Things, Clifton, NJ

Externship - Washington Square Hotel, 103 Waverly Pl, New York, NY 10011 2013

Education - The Institute of Culinary Education, New York, NY Culinary Management Diploma, Hospitality Management Diploma, Serv Safe Certified Certificate 8908093, AHLA Managing Housekeeping Operation

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