Customer Service Representative
Resume:
Stephanie Mason
Las Vegas, NV. 89107
******************@*****.***
Objective
I am looking for a position in inbound customer service or technical
support where there is stability and flexibility to move up in the company.
I am also looking for the opportunity to use my vast knowledge of computer
skills including various Microsoft products including PowerPoint, Microsoft
Works, Microsoft Office Live Meeting, Outlook,, WebEx, and Lync, L+,
other various programs.
Work Experience
Eventbuilder.com Portland, OR
Customer Care Supervisor 6/07-Present
Lead Supervisor and Technical Support Representative
As supervisor, I manage a team of 3-6 representatives as well as hire new
personnel for my team as needed. I create weekly work and on call
schedules, speak with customers who need a supervisor, update and create
new procedures for my team to follow, ensure that all representatives are
providing accurate information or scheduling calls correctly by double
checking work as needed, and hold weekly team meetings to keep my team up
to date with new/ updated procedures and issues reported by customers. I
also create metrics on number of calls taken via phone and email, as well
as assign special projects for my team to accomplish each week.
I am responsible for answering phones and emails for customers who want to
schedule conference calls, have account questions, and are having technical
problems with their computers using Microsoft Office Live Meeting,
ShareItNow, EventCast, EventMax, Lync, L+, and Eventbuilder.com. I also
work one on one with some of our most critical clients such as Microsoft,
Columbia Sportswear, Electric Power Research Institute, and Coca Cola, just
to name a few.
I also work with our Sales Support team to ensure that new accounts are set
up correctly and ensure new customers have the proper training of their
products as needed. I provide system wide testing of all our products on a
daily basis and I provide after hours on-call support to customers and our
Operations team needing assistance while we are out of the office such as
scheduling calls, technical support, training, and any system outages or
testing.
Sierra Health Services Las Vegas, NV 4/05- 6/07
Personal Assistant/ Team Captain
As a Team Captain, I was responsible for assisting in the development of
new personal assistants with claims, compliance issues, and training on new
procedures. Additionally, I was responsible for answering phones in an
inbound environment, assisting members with complaints and appeals
procedures, claims issues, and answering questions about Medicaid and
Medicare. My responsibilities also included meeting compliance issues and
deadlines, calling back members, and assisting members when referrals for
medical procedures are needed using various computer systems.
Personal Assistant 4/05- 6/06
Additionally, I was responsible for answering phones in an inbound
environment, assisting members with complaint and appeals procedures,
claims issues, and answering questions about Medicaid and Medicare. My
responsibilities also include meeting compliance issues and deadlines,
calling back members, and assisting members when referrals for medical
procedures are needed using various computer systems. I was responsible for
wellness and prosperity calls and letters to existing client base. I was a
personal contact representative for members. I was promoted to Team Captain
ahead of schedule, when planned promotions usually take over 2 years.
.
SITEL Corporation Las Vegas, NV 10/03-
4/05
Quality Assurance
As a Quality Assurance Representative, I was responsible for monitoring
each employee to make sure they were following procedures and guidelines
that were set up by the company, coaching employees if they did not ensured
those guidelines and training new employees when they came out of training
class.
Customer Service Representative 11/02-4/05
I was responsible for answering phones in an inbound call center
environment regarding auto insurance and life insurance. I also assisted
customers in making payments, returning member's calls, assisting other
employees with supervisor calls as questions would arise when supervisors
were not readily available.
REFERENCES UPON REQUEST
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