Richard Deitzer

**** * **** ****** 570-***-****

Scranton PA 18508 accsxa@r.postjobfree.com

QUALIFICATIONS PROFILE

I am a motivated self-starter with over 15 years of experience in technical assistance, information technology,

computer and electronic diagnostics and repair, sales, and customer service. Dependable and detail oriented

worker looking for a challenging position.

SKILL PROFILE

Windows Linux Macintosh OS

IOS Android Active Directory

Exchange FTP SSH

VPN Telnet Networking

EDUCATION

B.S. Information Technology Underway Estimated Completion 2015

Misericordia University Dallas, PA

RELATED COURSES

Business Communications Essential Communications Systems Design and Analysis

Human Resources Management International Business

Organizational Behavior Business Financial Management

Principles of Management Information Technology

Financial Services Management

Principles of Marketing Database Management

EXPERIENCE

Inside Sales Representative 11/13-01/14

Scranton Times

Scranton, Pa

Primary responsibilities included creating a lead base and soliciting new and existing business clients to

advertise. Responsible for maintaining and deepening existing client relationships as well as creating new

revenue.

National Sales and Solutions Representative 09/07-07/13

Bank of America Scranton,

Pa

Handling complex or escalated calls from customers or internal partners providing seamless delivery of

service. Performing routine and complex account maintenance. Handling inquiries from other financial

institutions, providing status and updating cases to bring final resolution to posting defects. Solving

problems and investigating/resolving a wide variety of issues and requests that include gathering additional

information, setting expectations and working with other support organizations to fulfill the request.

Adhering to established service level agreements. Handling escalated issues by successfully navigating the

organization while mastering multiple systems to resolve customer requests. Accountable for the successful

resolution of all customer requests. Placing the customer in the appropriate product or service. Work

independently and coached less experienced associates.

Served as an on the job training coach, assistant quality analyst, and also acting team manager/lead.

Developed job aids and quick reference guides and contributed knowledge, revisions, and best practices to

resources including SharePoint sites and other internal tools. Organized contests and other team building

activities to increase productivity, sales revenue, and morale.

Senior Member Services Representative PPO/HMO/Indemnity 01/04 – 07/07

Blue Cross Northeastern Pennsylvania Wilkes Barre, Pa

Responsible for providing a high level of customer service, quality, and accuracy by taking inbound calls

from our customers, responding to email inquiries and helping walk in customers. Customer Service Rep. Sr.

Associates answer a variety of customer inquiries. Maintains call center performance metrics including

Average Handle Time, After Call Work, Quality and Scheduled Adherence.

Promote company by providing superior customer service and inviting referrals

Actively listens to customers, probes for clarification, and provides consultative guidance based upon

customers individual health needs.

Headed committee directed by Vice President of Customer Service tasked with analysis of and

transformation of member self-service and consumer directed healthcare channels and services.

Member Services Representative 09/02-04/03

Cigna Healthcare

Scranton, Pa

Responsible for providing a high level of customer service, quality, and accuracy by taking inbound calls

from our customers, responding to email inquiries and helping walk in customers. Customer Service Rep. Sr.

Associates answer a variety of customer inquiries. Maintains call center performance metrics including

Average Handle Time, After Call Work, Quality and Scheduled Adherence.

Promote company by providing superior customer service and inviting referrals

Actively listens to customers, probes for clarification, and provides consultative guidance based upon

customers individual health needs.

Telephone Sales and Service Specialist 08/01-01/02

Telespectrum Dunmore, Pa

Solicited orders for merchandise or services by telephoning customers. Influenced customers to buy services

and merchandise use scripted and non-scripted presentations.

Telephone Sales and Service Specialist 12/08-08/01

Futurecall Scranton, Pa

Solicited orders for merchandise or services by telephoning customers. Influenced customers to buy services

and merchandise use scripted and non-scripted presentations.

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