Customer Service Manager

Michael E. Laskey 630-***-****

**** ******* ****, ******, **. 60504 **************@*********.***

Professional Profile

To maintain a long-term employment that would utilize my knowledge in

customer service related fields and allow me future growth to benefit the

company.

Computer knowledge (Microsoft Apps) Superior customer service skills

Task and goal orientated

Package & Shipping Dispatch

Excellent CRM & SAP knowledge Ability to work in fast paced

Ability to multi-task environment

UPS Worldship knowledge Willingness to learn new tasks

Ability to adapt to surroundings and Commitment to Excellence

situations Ability to learn new Products and

Inside Sales help with upselling products

Professional Experience

Phonak LLC. Warrenville, Il

Lyric Customer Service

Aug 2011 ~ July 2013

Achievements:

Worked with all customers with transition from HFE to ALPs system

O% error rate for order placement

Created spreadsheets for Management to help with device issues

Responsibilities:

Inbound calls from all offices across the US to assist with issues

Created cases and follow up based on issues

Build and maintain working relationships offices.

Assisted with Training of new personnel in the Lyric department

Must use superior customer service skills at all times while working under

the pressure of deadlines to make sure all jobs and issues are completed

and resolved.

Gift Of Hope Organ & Tissue Donor Network, Elmhurst, Il

Donor Referral Coordinator II

June 2003 ~ Aug 2011

Achievements:

Highest Approaches & Consent in 1 year.

Highest Consent Rate in a Month.

Most approaches in 1 month (90% consent rate for 2 months).

Responsible for over 30% of total tissue donors in 1 year.

Helped form operational changes to make work move smoother in the Donor

Resource Center.

Responsibilities:

Triage of inbound calls from hospitals to determine potential donors.

Dispatch personnel based information received.

Build and maintain working relationships with Funeral Homes, Coroner's

offices and outside agency relating to Organ and Tissue Donation.

Assisted with Training of new personnel in the Donor Resource Center

Screening tissues cases with Cyrolife, Illinois Eye Bank, Heartland Lyons

Eye Bank, and Indiana Lyons Eye Bank, and Allosource.

Hollywood Casino ~ Aurora, Aurora, Il.

Security/EMT ~ Dual Rate Supervisor

Aug 1994 ~ June 2003

Achievements:

Stars in Service (Employee of the Month)

Silver Star Awarded (Perfect Attendance for the year - 2 times)

Responsibilities:

Safe Guard company assets and Patron assets

Emergency Medical call to the sick and injured

Running Security Dispatch for day shift security

Day shift security scheduling

Assisting Day Shift manager in day to day running of security

Education

College Of DuPage, Glen Ellyn, Il

EMT Certification

Universal Technical Institute

Auto/Diesel with applied Management

References

Available upon request

Contact this candidate