Customer Service Sales

Location:

Posted:

May 02, 2014

Thompson, Sandy J

Objective

Obtain a position where I can maximize my management and customer service skills where my experience can be utilized to

improve customer satisfaction.

Skills Profile

- To use my existing skills to continue to grow and contribute positively to the ongoing success of the Company.

Results-oriented, dependable, professional, and experienced in customer service. Work well independently or as part

of a team. I possess the ability to multi task and follow rules and regulations. I am committed to excellence.

Take inbound calls from beneficiaries pertaining to questions about Medicare/Marketplace and their coverage. Read

scripting. Follow procedures and HIPAA regulations. Stay unbiased, and present CMS in a positive and helpful

manner. Provide Peace of Mind on every call.

Employment History

GDIT, Supervisor 9/1/2011 Present

Lawrence, KS

Supervises the activities of a call center or help desk

Supervises one or more teams or shifts of Customer Service Specialists, directly and through subordinate Leads.

Supervises staff in recognizing, identifying, isolating, and resolving problems with company or customer products and

services.

Prepares shift schedules and coordinates coverage to meet customer requirements.

Assists subordinate Specialists in resolving complex issues.

Supervises operation of help desk and serves as focal point for customer concerns.

Provides internal escalation for the Service Desk technicians

Ensures that the Service Desk is up-to-date with all known issues and problems

Review tickets for compliance with SOPs, coaches’ staff, and ensures adherence to applicable SLAs during call spikes

Participates in special projects as required.

Metcalf Auto Plaza, Assistant 3/1/2009 6/1/2010

Overland Park, KS

Answered Phones, Took Messages, Faxed Documents

Entered in all the sales from the previous day. Verified Insurance.

Processed Repo Paperwork. Also did end of the month reports for the business.

Assisted in sales applications

Education

1995, Beulah High School, Beulah, ND

1997, Bismarck State College, Bismarck, ND