Customer Service Manager/Executive Assistant
Resume:
Beth Schramm
Two Rivers, Wisconsin
************@*****.***
Summary
I am looking for the opportunity to use my management skills as well as my Oral/Interpersonal Communications and Written Communications in a Customer Service position. I am a self-starter and enjoy working on my own and do not need constant direction or supervision.
I enjoy working with others to help them grow and succeed in their career path. I have read many Leadership books and continue to do so. I have been in the Customer Service industry for 13 years and 10 of them have been in a Leadership/Management role. I am self-motivated and very confident in the work that I do. Accountability falls on me if it is something that I have done incorrectly. I am looking to increase my knowledge base as well as those team members that I work with so that I too can grow in my career path.
Education
South University
Online Classes
Savannah, GA
Will Graduate in May of 2020
BS in Criminal Justice with a focus on Forensics
Northwestern Technical College
Technical School - Completed
Sturgeon Bay, Wisconsin
Graduated May 1994
Oral/Interpersonal Communications
Written Communications
Successfully completed both classes with a grade of an "A".
Sturgeon Bay High School
Sturgeon Bay, Wisconsin
Graduated June 1992
High School Diploma
Employment History
Walgreens
Pharmacy Technician
October 2017 – Present
Answer multi-line phones
Call Insurance companies as well as Doctor offices to either work on processing Insurance claims or talking to the Doctor about changing a prescription or getting clarification on one
Work the drive thru; take paper prescriptions from patients who are dropping them off to be filled, provide patients with their prescriptions that they are picking up as well as collecting payment for them
Work the counter by taking paper prescriptions from patients who are dropping them off to be filled, provide patients with their prescriptions that they are picking up as well as collecting payment for them
Filling prescriptions that patients have ordered; this entails counting the pills and placing them in pill bottles or filling liquid medications into medicine bottles
CenturyLink
Customer Service Supervisor 1
April 2003 – August 2015
Residential CSR teams that ranged from 18-25 employees
Created a Business BSR team
Monthly - silently monitored calls on each associate and then completed a Quality Assurance check on each one with immediate coaching to follow (even if 100% was achieved). Also did daily side by side monitoring
Logged the calls into the QA system along with the QA teams calls and this would be the QA score for the associate for the month
Coaching logs were filled out monthly and goals created for the upcoming month
Coaching took place on a weekly basis during a 1-on-1 meeting between the Supervisor and the associate
Weekly Leadership meetings as well as Team Meetings
Motivational team builders to help increase goals as a team and individually
2nd level escalation calls – highly escalated call where a customer requested a Manager
Close the call center that we worked in - had virtual call centers to assist as well until they closed
Century Expo
Trade Show Leasing Agent
July 2002 – April 2003
Cold called businesses and leased them a location in a Trade show in a Mall in their location that pertained to their Business type. This was to give them an alternative way to advertise their product(s). When I would be speaking with a business, it was important to be very polite, professional and knowledgeable about the information that we were providing to them as our end goal was to have them lease a space.
Hobbies & Interests
My most enjoyable hobby is reading. I enjoy fiction, non-fiction, romance and suspense with suspense being my favorite. At times, you will find me reading Leadership books. There is always something that I can continue to learn from them and that I can use going forward. I also enjoy fishing, hunting, camping and doing crafts. While crafting, I have often found that I can also take some of my craft ideas to work with me as team builders. Whether they be for my team, to share with other Supervisor teams or even the Management team.
Professional Skills
Microsoft Windows: Expert
Power Point: Intermediate
Excel: Advanced
Oral/Interpersonal Communication: Expert
Written Communications: Expert
Time Management: Expert
Typing: Expert
Coaching: Expert
Leadership: Advanced
Quality Assurance: Advanced
Interview Skills: Expert
Outlook: Expert
Multi-Tasking: Expert
Keyboarding Skills: 55 wpm
Languages
English: Native
References
Julie Von Ruden
Manager
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