Customer Service Training

Constance L Johnson

501-***-**** (CELL)

501-***-**** (HOME)

Email: **********@*****.***

WORK EXPERIENCE:

Bankers Life and Casualty

**/**/**** - *******

***** ********* ****** *******

Little Rock AR 72211

Licensed Life and Health Agent

Assist clients with Final expense planning and Health insurance needs to

include Short term Care and Critical Illness policies as well and Wealth

transfer and preservation.

Entergy

08/08/2007 - 05/12/2014

425 W. Capitol

Little Rock, AR 72202

Specialty Clerk II - Central Administration

Process ICLE'S within CCS and AIS systems. Research and provide

information on Write off accounts with the intention of forwarding to

customer for resolution. Responsible for updating customer Address's

daily. Process Underground requests. Process Senior Citizen ICLE requests.

as well as various other programs i.e. Pick a Date, Level Billing

etc Interact with inside and outside customers to facilitate timely

response for various request's. Assist with Classification of ICLE's

(verifying information for correctness) i.e. mail to address's and account

numbers as well as Deposit amounts to be sent to customers.

Supervisor/Caller Training Room 06/16/2003 - 08/08/2007

Hire and train a temporary force of employees to implement a new CCS

training module to New Hire Agents (customer service). Maintain class

schedule. Prepare and coordinate call volumes to support class curriculum.

Review expense reports. Maintain deadlines associated with class schedules,

project due dates, set up times and locations of classes. Interact with

inside customers to Entergy i.e.: Instructors and Coaches for various

locations within corporate structure. I have a proven record of high

customer service skills. Work on special projects, conference calls, order

office supplies and stationary; general administrative office

responsibilities such as filing and copying; other duties as required to

meet business needs. Take appropriate action, and sense of urgency in

handling customer issues and concerns. Manipulate Microsoft Access Database

for better performance. Incorporate updated training information. Initiate

and perform additional job responsibilities such as backing up team members

and helping other departments when needed. Proficient in the use of

various programs i.e.: PeopleSoft, Earle and as well as Pearl programs.

State of Arkansas

01/16/2003 - 06/16/2003

1 Capitol Mall

Little Rock, AR 72201

Various Positions

Supported the Executive Director, by preparing correspondence for

distribution to all departments, as well as performed research as required

and assigned. Faxing and copying of documentation. Maintenance of an

extensive filing system, prepares memorandum; for director's signature.

Advise personnel of any directives that would be pertinent to their

situation. I performed receptionist duties. Utilize Microsoft office

products.

Also employed as Travel Consultant II in-which capacity was required to

give travel information to would be visitors such as: Route planning, Camp

site information, and general information about a particular destination.

Also was responsible for mailing bulk shipments of visitor's kits.

Standard Register Company

04/01/1999 - 10/30/2001

600 Albany DR

Dayton, OH 45408

Logistics Inventory Coordinator

Proofed orders for accuracy and completeness, as well as determine where to

procure part. Generate Returned Materials Authorizations (RMA) and

Returned Goods Authorizations (RGA) to vendors for damages. Prepare

documentation and maintain up to date computer records of all inventory

transactions into and out of the shipping, receiving and warehouse. Filing

of documentation as required. Lead appropriate training of subordinate

employees in correct, safe methods and procedures necessary to accomplish

shipping, receiving safely. I assisted in the maintenance of inventory

accountability for the warehouse by utilizing a PC based program, (MRP)

Material Replenishment Program. Experienced and knowledgeable of production

facilities, vendors, third party vendors, contractors and Customer Service

Center's as well as specific facility information such as available hours

of service, trailer pool, configuration of receiving & shipping areas and

other specifics and requirements. Examine incoming shipments, record

shortages, and correspond with purchasing and or shipping to rectify

damages and shortages.

Arkla Gas Company

12/31/1996 - 03/16/1999

Worked in call center environment to assist customer's to obtain Gas

service i.e. residential or commercial. Assisted clients with extended due

date of gas bills if eligible. Entered order's for emergency assistance

when gas was not working properly. I was instrumental in resolving

customer issues or complaints by researching database for relevant data

pertaining to complaint or issue at hand.

Arkansas Blue Cross and Blue Shield

600 Gaines Blvd

Little Rock, AR 72203

02/1993 - 12/1996

Customer Service Representative Federal Programs:

I assisted clients with claims resolution. Researched claims problems and

prepared answering correspondence in a deadline driven atmosphere. I

performed these duties in an inbound call center environment. I was

required to utilize periodicals such as CPT-4 and ICD-9 coding manuals.

US Military Experience

09/01/1982 - 02/28/1989

Inventory Control and Accounting Management Specialist

Various assignments

JOB-RELATED TRAINING COURSES:

Attended training within the Army with the Quartermaster Brigade. Graduated

Attended additional training at Ft. Lee Quartermaster Brigade (Inventory

Accountability Computerized)

Certified Intermediate Excel for spreadsheet, through Horizon (Memphis)

JOB-RELATED PROGRAMS:

Microsoft Windows, Word, Power Point, Access Database, Excel, 10 key by

touch,

Knowledge of Entergy Corporate programs CCS, SAISO, ESTER, EARL and SAP.

Typing Speed: 40+ a minute, SASS - recommended

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