Colleen M. Morgan

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

Livonia, MI 48152

859-***-****

accjo0@r.postjobfree.com

Skills:

>> 20+ years of customer service related employment within retail, medical,

education and service evaluation areas.

>> High level of computer skills including word processing, spread sheet

utilization, Internet research, and e-mail formatting.

>> High skill level in use of multi-line phone system, paging system, and all

office equipment.

>> Have extensive experience working in group settings as well as being self-

motivated to complete assignments when working alone. Also in working in

environments where multi-tasking is essential to complete tasks as

prioritized in an ever changing setting

Experience:

Lowe's #0768, Westland, MI, Customer Service Associate I, Nov 2013 to Present

Handle multiple customer service duties including, but not limited to, processing customer

payments and refunds, and handle all aspects of cashiering duties. Provide excellent customer service as needed to assist customers with product location, pricing erification and available credit promotions.

AT&T Louisville, KY, DSL Customer Assistant/Call Center, Nov 2011 to Dec 2013

Handle incoming calls providing DSL Internet technical support needs.

Work with customers to troubleshoot Internet connectivity issues by

verifying scope of problem, work thru pre-established troubleshooting

steps in conjunction with computer work-flows to determine and

reestablish internet connection. Process misdirected calls to determine

customers' needs and facilitate a transfer to the correct department.

Work in conjunction with advanced technical support agents, schedule

dispatches as directed, and follow-up with customers when needed to

ensure continued resolution. Perform duties as a Service Lead to assist

co-workers with questions to ensure the service promise is fulfilled to

the best of the agents' ability. Meet and/or exceed corporate determined

levels of performance for call efficiency, first call resolution,

schedule adherence, work-flow tool compliance, and truck dispatch

qualifications.

Self Employed, Lexington, KY, Customer Service Evaluator, October, 2007 to

Present

Completed on-site, phone and internet shops for large and small retail

stores, all levels of dining, apartment and home improvement businesses.

Also completed shops for banking, physicians' offices, and college

bookstores. Doing so enables companies to obtain an impartial and

unbiased view of customer service received in a real life scenario of

their choosing.

Lexington Clinic, Lexington, KY, Radiology Scheduling, July, 2010 to

October, 2010

Handled a multi-line phone system, answered incoming calls for

scheduling of all radiology testing either via physicians office or

direct contact with patient. Coordinate testing protocols as ordered by

physician within multiple departments to best serve patient needs.

Verified patient demographic and insurance information for completion of

basic registration with office staff.

Lowe's #2345, Lexington, KY, Customer Service Associate IV, October, 2006

to July, 2010

Handled multiple customer service duties including, but not limited to,

processing customer payments and refunds, maintaining up to date status

on vendor refunds, coordinate customer service desk to handle cashiering

duties, multi-line phone system, paging needs, and customer inquiries.

Provided confidential support to Human Resources Manager in areas

regarding employment status updates, testing requirements and filing

routine paperwork.

Seton Catholic School, Lexington, KY, AfterCare Program Director, August,

2004 to December, 2006

Created and handled the After Care Program from conception through

initialization. Created all program forms, protocols, registration

specifics, bookkeeping and billing formats. Set-up classroom by

obtaining books, games, crafts, study guides and other student related

items. Procured all food and snack needs through direct shopping needs

and also online ordering with vendors. Maintained personal contact with

all parents through email updates, personal correspondence and contact

during drop-off and pick up. Provided year-end tax statements to parents

as well as maintained attendance records to coordinate with payments and

credits.

Munson Medical Center, Traverse City, MI, PAS - Emergency Room Registrar,

September, 1997 to August, 2003

Handle all areas of patient registration in the emergency room including

walk-in patients, ambulance arrival and high level trauma patient

identification. Work with patients and family members to obtain all

demographic information and insurance carriers as best able. Handled

scheduling of staff, vacation coordination, material ordering, and

training all new registration staff in emergency room specifics. Cross-

trained throughout the entire registration process in all areas of

hospital and walk-in clinics. Cross-trained to handle admitting duties

as needed and also unit clerk in the emergency department and on patient

care floors.

Education:

Marygrove College, Detroit, MI, Master in the Art of Education, May,2003

Distance learning program within a small group video and discussion

format. Engaging real-time classroom knowledge with best practices

representation during weekly group meetings to review prior lessons and

insights.

Cumulative portfolio submitted for review by MAT certified and

accredited professors.

Grand Valley State University, Traverse City, MI, Bachelor of Arts, May,

2000

Major: English Language and Literature

Minor: Elementary Education

Completed student teaching aspect of degree work ahead of schedule.

Filled a long term substitute teaching position at same school due to

staff injury.

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