Customer Service

PROFESSIONAL SUMMARY

Industrious, hard-working, enthusiastic, goal oriented and reliable individual who works well with others. Uses resources to positively impact quality, efficiency, growth, and profitability. Works well under pressure, able to multi-task, has an excellent attention to detail, and is a quick study - which is indispensable in keeping one step ahead of the challenges faced in a dynamic workplace. Background includes experience in:

Technical Management

Customer Relationship Management (CRM)

Training / Training Management

Quality Assurance / QA Management

Human Resource Skills

Executive Administration Skills

Excellent Communication Skills

Public Speaking & Presentation Skills

COMPUTER SKILLS

Basic HTML

CRM Database Cleansing

Help Desk Support

Network Administration

Online Advertisement Server Administration

SOFTWARE

ArcProspectus

Clean CRM

DealerTrack

MS Office Suite

Excel

Advanced Formula & Functions

Data Analysis

Financial Analysis

Macros & VBA

PeopleSoft

Salesforce

OPERATING SYSTEMS

Windows 10, 8.1 & 7

CERTIFICATIONS

A+

Microsoft Office Specialist

2016, 2013 & 2010

COMMISIONS

PA Notary Public 2017/2021

EDUCATION AND TRAINING

College Courses 1991 – 1994

Rowan College at Burlington County (Formerly Burlington County College), Pemberton, New Jersey

26 Credits Towards Associates Degree in Physics

3.28 GPA

Dean’s List (1992-93)

Metrology Technical Training Courses September 1998 – April 1999

National Institute of Standards and Technology, Gaithersburg, Maryland

Management Development Courses July 1998 – September 1998

MidAtlantic Employers Association Management Development Institute, Valley Forge, Pennsylvania

EXPERIENCE

Benefits Customer Service Representative February 2018 – March 2018

Beacon Hill Staffing – Willis Towers Watson, Pittsburgh, PA

Taking in-bound calls from client employees.

Assist employees with enrolling in benefit plans.

Answer questions regarding plan changes.

Give guidance on choosing plans.

Assist with on-line enrollment.

Branch Specialist September 2016 – December 2017

AAA East Central, Pittsburgh, PA

Prepare TripTiks®; provide maps, tour books and other travel-related materials.

Promote and sell AAA memberships.

Issue passport photos and International Driver’s Permits.

Process foreign currency and prepaid debit card transactions.

Provide merchandise and attraction ticket sales.

Balance and reconcile cash drawer.

Process Pennsylvania Department of Transportation Driver’s License and Motor Vehicle work.

Notary Public: Process Notarial transactions.

Moving Associate April 2014 – November 2016

Brice Family Movers, INC, McKeesport, PA

Logistics and coordination of local and out of state assignments.

Preparation of the residence / office to prevent property damage.

Properly pad, wrap, pack, and secure household goods / office materials in cartons for safe transportation.

Disassemble / Re-Assemble furniture.

Carry furniture and boxes to / from truck and job site.

Load and properly secure items for transportation and unloading.

Position items at residence / office to customer’s specifications.

Utilize appropriate safety equipment to move furniture and cartons.

Clean / restock vehicle with necessary supplies.

eCSR / Implementation Specialist March 2013 – March 2014

Robert Half Technology – RR Donnelley Financial Group, Pittsburgh, PA

Responsible for supporting ArcProspectus - a proprietary web-based document management application.

Provide support for clients by answering questions, troubleshooting application issues and resolving data, formatting, and style issues.

Building financial documents for clients.

Proof reading and editing financial documents.

Work to resolve functionality related issues and escalate technical issues to the appropriate response teams.

Provide feedback on product functionality enhancements based on interactions with customers.

Perform other related duties and participate in special projects as assigned.

Online Production Assistant August 2011 – September 2011

Personnel Exceptional – Thomas Publishing, New York, NY

Online advertisement server administration.

Manage product update requests in database.

CRM database cleansing.

Organize information using CRM and Project Management Systems.

Prepare and submit reports to clients and internal staff.

Assist sales team to review proposals and report metrics.

Troubleshoot client service issues.

Trainer December 2010 – April 2011

ResCare / Arbor Education and Training, Staten Island, NY

Ensure clients achieved critical workshop competencies; answering difficult interview questions, professional resume preparation and filling out applications.

Maintain effective and open communications with staff to assist with identifying client challenges and suggest solutions or refer to various community-based organizations.

Develop new vocational training workshop material.

Research job fairs, open houses, recruiting events, and other community events to establish effective business relationships.

Enter and review case notes via proprietary company database.

Use database to track client attendance, compliance and employment efforts.

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