Customer Service Manager
Resume:
Keith N. Berry
Warrensville Hts., OH 44122
********@****.***
SUMMARY OF QUALIFICATION:
Highly motivated and enthusiastic business professional with over 10 years solid experience providing excellent case
management, customer service, and problem solving for internal and external clients. Hard worker, organized, team
player, possess great interpersonal and relationship skills. Received department’s Top Performer Award.
Skill Areas: Customer Service, Case Management, Intake Specialist, Administration, Eligibility Specialist, Case
Worker, Program Manager, Business, Sales.
EMPLOYMENT EXPERIENCE:
Enterprise Rent-A-Car Cleveland, OH
Return Agent/Lot Attendant July 2012 - Present
• Greet all customers using prescribed, appropriate dialogue as they arrive on the lot.
• Remind customers to check for personal belongings, Identify any items found in the vehicle with a unit
number, date, time and turn into lost and found.
• Advise and review rental charges; and provide an accurate receipt to the customer.
• Provide information in a professional and courteous manner regarding transportation to the airport terminal.
• Inquire about service, satisfaction and document dissatisfaction.
• Discreetly check vehicle for damage on incoming vehicles and direct customer to counter for completion of
damage/loss report.
• Use of proper statement to determine if vehicle is being returned with full tank of gas.
• Complete a service alert for any mechanical and or body damage communicated by the customers.
• Identify vehicles, which are on system hold for turn back, time or mileage, recall or any other special lock and
verify their movement to the proper lot location.
• Keep lot organized for ease of access and traffic flow.
Department of Employment and Family Services Cleveland, OH
Health and Nutrition Specialist August 2000 – June 2011
• Managed caseload of 900 clients to determine eligibility for child care services and medical benefits provided
by Cuyahoga County.
• Collect, confirm, and assess information on incoming clients.
• Process data matches from various agencies regarding employment, unemployment and social security
benefits.
• Interviewed applicants in person and by phone to determine eligibility for services.
• Record keeping.
• Monitor application process for completion of required documents and data.
• Set up client information in an electronic record keeping system.
• Schedule appointments, explain services and engage clients, families and related parties as needed.
• Acknowledged for zero percent error rate with case.
• Recognized as top performer in department.
EDUCATION:
• BS Business Administration, May 2000
• Miles College; Birmingham, AL
COMPUTER SKILLS & INTEREST:
• Proficient in Microsoft Word, Excel, PowerPoint and PeopleSoft
• Football Coach, John Hay High School – Volunteer
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