Customer Service Project

Diana M Crout

**** *. ********** **** ( CHICAGO, ILLINOIS 60612 ( 773-***-**** (

******@***.***

Project Coordinator

Adept at organizing, executing, and managing projects on accelerated

timelines. Skilled in identifying and troubleshooting problem areas and

creating workable resolutions. Recognized ability for bringing together

cross-functional teams, more than 3 years in dealing with project related

activities. Experienced in project management, client relations, team

building, organizing resources, establishing priorities and administrative

support. Strong interpersonal skills. Ability to thrive in a dynamic, fast

paced environment. Customer service orientation with a strong problem

solving approach.

Profile

EXCEPTIONAL EXCEL, ACCESS, PROJECT, SHAREPOINT,

MS OFFICE

Proven skill in problem solving, customer

relationship management, and meeting

organizational goals

Coursework- Advanced Project Management, Project

Risk Management, Total Quality Management

Professional Experience

CVS/CAREMARK - NORTHBROOK, IL

Platform Migration Eligibility Project Specialist, 2013 to Present

. Provide quality service for the implementation and ongoing management

of eligibility relationships.

. Conduct meetings with internal colleagues.

. Analyze the accuracy of information against standards to ensure it

meets appropriate guidelines.

. Perform analysis, making business recommendations to improve the

integrity of the eligibility data for clients migrating to new

platform.

. Responsible for reviewing and analyzing the eligibility data for over

45+ clients

. Create, leverage and implement plans for developing new as well as

updates existing learning solutions as per end to end learning

process.

. Ability to make sound operational decisions in a fast-paced, high

stress environment; ability to prioritize and multitask.

. Perform analyses to make business recommendations to improve the

integrity of the eligibility data. Analyze custom test plans to assure

client expectations are met by the defined Account Structure.

. Manage client application process and record client details into

database.

AON-HEWITT, Lincolnshire IL

Participant Services Specialist 2011-2012

. Explained employee benefits related questions to customers and

assisted customers in completing enrollment in benefits programs

. Interacted with customers via telephone system to answer questions

and provide assistance in the completion of employee benefits related

questions and transaction

. Established procedures, and directed testing, operation, maintenance,

and repair of transmitter equipment

. Drove continuous improvement and efficiency across client team by

conducting research/projects and review workflow/case management

documentations to investigate and resolve employee issues.

. Performed trend analysis and indentified root causes to enhance the

efficiency of the system configuration

. Worked with subject matter experts and responded back to customers

with final answers

. Input, update, and/or retrieved information from various electronic

resources

Professional Experience (continued)

ASSURANT SOLUTIONS, ATLANTA GA

Service Recruiter, 2005-2010

. Recruited and negotiated contract terms and rates with service

vendors.

. Managed service network.

. Developed vendor relationships, optimizing vendor mix and execution

of contract terms

. Investigated and resolved escalated complaints to completeness.

. Researched information needed to find service centers and

manufactures

. Administrated customers request for service.

. Trained new team members.

. Customer Service Support

REMEDY INTELLIGENCE STAFFING, Atlanta GA

Customer Service Representative/Shipping Clerk, 2004-2005

Performed data entry activities for onsite clients in third party logistics

warehouse

Systemically placed inbound containers and trailers in the warehouse

Verified contents of all trailers and documents for shipping

Education

KELLER GRADUATE SCHOOL OF MANAGEMENT CHICAGO, IL

Master of Information Systems Management Wireless Certification

Graduation date: June 2012

DeVry University Chicago, IL 2009

Bachelors of Science Business Administration

Concentration Project Management

Contact this candidate