Customer Service Microsoft Office

Martine Raes

*******.****@*****.*** 425-***-****

OBJECTIVE

Find a career orientated job that utilizes my experience with customer service and management where I would be able to grow a talent pool, as well as increase key performance indexes.

PROFESSIONAL EXPERIENCE

Care Coordinator - Customer Service November 2016 - Present

Companions & Homemakers – Connecticut

Facilitate the match between client and caregiver insuring each relationship created is in their best interest

Manage inbound and outboard call volumes, 100-150 calls per day

Maintaining client and caregiver schedules

Interviewing and hiring caregivers

Home Health Care Compliance Assistant December 2014 – November 2016 New England Home Care – Connecticut

Conducted daily processing of admissions and discharges for home health care agency.

Scheduled nursing and physical/occupational therapy staff

Reported metrics to upper management to insure compliance with State regulations

Verified Home Health Aide visits to insure they are paid appropriately

Substitute Educational Assistant II February 2010– June 2014

Riverview School District - Washington

Worked with elementary aged students with learning and emotional challenges.

Assisted students by working in small groups and one-on-one to improve their ability to read at grade level.

Conducted running records and DRA testing on all students to assess their reading level.

Provided administrative support

Business Process Director - Customer Service March 2006 – February 2010

AT&T Wireless Services – Washington

Worked with corporate and national department leaders to implement centralized call center to more profitably manage inbound and outbound call volumes.

Developed and enhanced Customer Care support systems by identifying and implementing computer-based and process-based solutions.

Partnered with cross-functional process owners to identify business issues and develop and implement process solutions.

Documented business requirements to provide IT system analysts with information to develop system based improvements.

Evaluated product upgrades for business and application impact, and assist with the business benefit analysis.

Planned and supported change management and training tasks surrounding deployment of new products or policies.

Managed development of training materials and training implementation.

Business Process Analyst - Customer Service May 2002 – March 2006

AT&T Wireless Services - Washington

Advanced business processes for Customer Care Department and defined gaps between current processes and the desired end-state.

Bridged gap between non-technical users and non-business oriented developers in defining a business solution that can be understood, built, deployed and deliver internal and external business value.

Completed required documentation such a project charters, impact statements, and user acceptance plans.

Established a set of “best-practices” that were implemented nationwide to improve the customer experience and enhance the company’s financial position.

Customer Service Manager June 1998 – May 2002

AT&T Wireless Services - Minnesota

Managed and direct staff toward the goal of providing excellent customer service. Reduced monthly customer churn from 5% to 2%.

Planned budget and analytics for customer care team.

Partnered with local technical team to implement system improvements as well as assisting corporate IT group in the implementation of upgrades to the billing and customer support systems.

Customer Service Manager February 1994 – June 1998

Continental Cablevision of St. Paul - Minnesota

Managed, directed, and motivated staff of 30 located at two regional office sites toward a goal of providing excellent customer service.

Reduced customer phone hold times from greater than 45 minutes to less than 2 minutes.

Responsibilities include budget planning and preparation, revenue/expense analysis, employee training and development including bonus and incentive programs.

Optimized sales and upgrades by developing promotional opportunities.

EDUCATION

University of New Haven, Connecticut

B.S. Business Administration

PROFESSIONAL SKILLS

Call Center management Managerial/supervisory responsibility

Policy and procedural development Microsoft Office programs

Customer account management Training development and implementation

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