Beth Schramm

**** **** ******

Two Rivers, Wisconsin

920-***-****

ac4iji@r.postjobfree.com

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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