Customer Service Sales
Resume:
JACOB L. COLLINGWOOD
Silver Spring, MD 20910
********@*****.***
Objective: To obtain a position with this organization that will allow me to show my expertise, excellent work skills, and
knowledge in customer service with the opportunity for career growth.
Qualifications: Strong customer service and interpersonal skills,
organized and efficient at handling multiple projects, knowledge of Microsoft Office Word Excel, PowerPoint, Access,
Outlook, Internet.
Work Experience:
Oct. 2011 to Present
Kaiser Permanente
Customer Service/Call Center Rep.
• Handle current member inquiries
• • Represent Health Plan by answering and documenting all incoming contacts to determine their nature, and
respond to complex calls related to specialized product lines or queues.
• • Respond with empathy to complaints and concerns from members concerning Health Plan benefits, account
status, payment history, and medical services.
• • Initiate contact with the appropriate Health Plan, medical group, and facility personnel to obtain information
relevant to the concern or inquiry as needed.
• • Evaluate data to determine and implement the appropriate course of action to resolve the complaint and/or
coordinate service recovery.
• • Document according to procedure.
• • Assist department in reaching call handling goals, first contact resolution goals, complaint resolution
compliance, member retention, and making return contact as warranted.
• • Complete required training (including, but not limited to, annual certifications) and understand how to use
tools available to recall necessary information.
• • Effectively diffuse anger, tension, and hostility, within regulatory guidelines, of members expressing concerns
about KP.
•
•
CVS PHARMACY
2006 to Present photo Lab Supervisor/ Shift Supervisor
Responsible for customer service, employee supervision of eight, cash
handling and merchandising activities of incoming traffic of deliveries
from various companies. Responsible for customer service related
issues, such as problem solving a customer’s issue, authorizing price
modification, overrides,returns,any photo related issues making sure that
the satisfaction given is one that pleases the customer. Cash handling
and general equipment maintenance, light maintenance around the
store, aiding management with price changes of the store, correcting any
visible errors, helping management in doing of planograms, fronting,
facing of the front store, managing anything that relates to the front end
of the store. Decision making of employees time off, vacation, family
related absences. And any additional tasked elected to me by my store
manager. I aided in building, maintaining an engaged team, by
building customer loyalty, and drove both store execution and store
performance. Leading by example, showing the initiative, sense of
urgency and being driven with results.
PNC BANK
2005 2006 TELLER/CERTIFIED FINANCIAL SERVICE REPRESENTATIVE
Process transactions accurately and efficiently in accordance with
established policies and procedures. Identify customer needs and refer
financial products and established policies. Maintained customer loyalty
through courtesy and friendliness, including addressing each customer by
name Identify customer needs and refer the appropriate products and
services and procedures. Identify customer needs and built customer
confidence and trust.
INDUSTRIAL BANK
2003 2005 TELLER/CERTIFIED FINANCIAL SERVICE REPRESENTATIVE
The ability to respond to inquiries or complaints from customers, answer
inquiries and provide information to customers, perform written and
verbal communications. The use a 10 key adding machine or keyboard. Also,
cross sales/referral Identify clients’ financial goals and objectives;
Previous banking/financial services/teller experience as well as work in
customer relations/sales field. Cash handling
Contact this candidate