Customer Service Representative
Resume:
Garfield Heights, Ohio *****
********@*******.***
CUSTOMER SERVICE PROFESSIONAL
Profile
More than 15 years of successful experience in customer service and support with recognized strengths in account maintenance, problem solving and trouble-shooting, sales staff support, and planning/implementing proactive procedures and systems to avoid problems first.
Excellent working knowledge using both IBM and Mac systems; Lotus 1-2-3, Microsoft Excel, Word Perfect, Microsoft Word, Access and
Power Point. Ability to quickly and effectively solve challenges as well as train, motivate, and supervise customer service employees.
A team player, acknowledged as “Total Quality Customer Service Professional.”
Employment
Northeast Ohio Media Group
Cleveland Ohio 10/13 - present
Account Representative
Assist customers with classified ads
Complete setup of ads for print from beginning to end
Efficiently handled all incoming and out going calls
Process payments for ads and answer any questions regarding advertising
Sears
North Randall Oh. 10/07- 2/09
Receiving Clerk
Verify documentation matches freight description using computer system.
Breakdown and remove freight trailer
Verify and complete required documentation and reports
Comply with all applicable laws/regulations, as well as company policies/procedures
Assist customers with freight and freight documentation as needed
Selman & Company Cleveland Oh. 05/06 – 04-07
Customer Service Representative
Assist existing and potential customers with term life and accidental death policy interpretation, claims and premium/billing related issues.
Provide information/assistance with Medicare Part D plans
Responsible for acknowledging verbal and written inquiries. Including emails.
Provide customer service to external and internal customers.
Extensive use of Oracle and Access as well as Eldorado Information Systems
New York Life Insurance Company, Lakewood Oh 04/05 - 05/06
Attained Age Term Conversion Analyst / CSR
Work with Home Office as well as General Offices with underwriting and customer service as needed.
Completed LOMA Requirements as well as Insurance Customer Service Training.
Complete processing of conversions including DOT, S/VUL, UL all Term Products & Riders.
Processing Of Payments, Policy Loans & Change Of Beneficiaries.
Daily customer service responsibilities include address changes, name changes, payments and distribution of dividends and loans.
Assist Agents & clients via Email, Fax & Phone.
Catholic Charities, Cleveland, Oh. 03/03 - 11/04
Call Center Manager
Work with fund raising professionals covering 3 counties (Cuyahoga,
Summit, Lake), responsible for more than 1million dollars in pledges throughout the diocese.
Support/monitor reps in call center. Provide weekly Call Center progress reports.
Maintain quality pledges through follow-up. Constantly seeking new
ways to improve fund raising efforts by upgrading existing training methods.
Conduct monthly Call Center staff evaluations and provide written reports and spreadsheets to Director.
Active Response Marketing, Lakewood, Oh. 2001-2003
Call Center Supervisor
Worked with widely recognized mortgage brokers. Work entailed heavy
cold-canvassing, setting appointments for consultations.
Interview, hire and train new telephone reps.
Received Award from for outstanding work.
Helped position new team while conducting training for better qualified reps.
Marconi Medical Systems, Mayfield, Oh. 1997-2001
Senior Customer Service Representative
Assisted in implementing new real time ordering system (ASAP)
Processed domestic/international parts orders for customer as well as field engineers.
Experience with order entry, routing guides and packaging slips
Coordinated all shipping and logistical instructions with buyers and shipping department.
World Concepts Inc., Birmingham Al. 1989 - 1996
Call Center Supervisor
Interview, hire and train new telephone reps.
Supervise staff of 35+ telephone reps.
Update and develop mailing list and training materials.
Assisted customers on an individual basis to help meet their needs.
Responsible through motivation and instruction for increased sales for
two consecutive years (4 and 7% increases respectively)
Education
Potsdam State University – Bachelors of Arts – Business Administration
References upon request
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