Customer Service Management

M ist y Alexan d er

*** ** * ***** * Dr ive Hou sot n T x 7 701 5

*** -* **-** **

M alexa n d er 713 @gmail.co m

T o ob t ain emp lo ymen t u t ilizin g fir st -h an d exp er ien ce in man ag in g r esou r ces an d p eop l e t o p r od u ce sizeab le

in cr eases in cu st omer b ase alon g wit h p r ov id in g con flict r esolu t ion ser vices an d su p p or t t o t h e comp an y.

Exception al Customer Service

Merch and ising and Display

Employ ee Management

Problem Solvin g

Computer/POS Scannin g Use

C o n v en tr y H ea lth ca r e, H o u st o n, T X A u g u st 20 1 3- J a n u a r y 2 0 14

CU STO M ER SERV ICE REP

• In terfaced w ith cu sto mers v ia teleph o ne, w ritten co rresp o n d ence, fax, w eb, an d /o r electro nic mail to resp o n d to ro u tine

in q uiries an d reso lv e co n cern s.

• Research ed cu sto mer in fo rmatio n b y effectiv ely u sin g in tern al tech nical to o ls in resp o n se to in q uiries in clud ing b u t n o t

limited to, au tho rization s, p ay men ts, d en ials, co o rd ination o f b en efits, an d elig ib ility.

• In v estigated, an alyzed, an d reso lv ed o u tstan d in g issu es to ach ieve cu sto mer satisfactio n an d tak es resp o n sib ility fo r

fo llo win g th ro u gh an d b rin g in g issu es to clo su re.

• Co mp leted tran saction s in clud ing simp le ad justmen ts.

• M ain tain ed co mp lete accu rate d o cumen tatio n o f all cu sto mer in teractio n s.

D SW, H o u st o n, T X (P a r t-t im e) M a r ch 20 1 3- A u g u st 20 1 3

SA LES A SSO CIA TE

• G reeted cu sto mers an d d etermin ed th eir n eed s an d w an ts

• D iscu ssed ty p e, q u ality an d n u mb er o f merch an d ise req u ired fo r p u rch ase

• Reco mmen d ed merch an d ise b ased o n in d iv idu al req u iremen ts

• A n swered cu sto mers’ u eries an d co n cern s

q

M a cy’H o u st o n, T X

s A p r il 20 1 2- M a r ch 2 0 13

CU STO M ER SERV ICE

• M an aged a h ig h-v o lume w o rk load w ithin a d ead lin e-d riv en en v iro n men t. Reso lved an av erag e o f 55 0 in q uiries in an y g iv en

w eek an d co n sisten tly met p erfo rman ce b en chmark s in all areas (sp eed, accu racy, v o lume).

• Became th e lead "g o -to " p erso n fo r n ew rep s an d p articu larly ch allen g in g calls as o n e o f th e co mp an y’p rimary s

men to rs/train ers o f b o th n ew an d estab lish ed emp lo yees.

• H elped co mp an y attain th e h ig hest cu sto mer serv ice ratin g s ( as d etermin ed b y ex tern al au d ito rs) - - earn ed 1 0 0% mark s in

all categ ories in clud ing co mmu n icatio n sk ills, listenin g sk ills, p ro b lem reso lu tion an d p o liten ess.

D ep a r tm en t o f F a m ily P r o tectiv e Ser v ices, H o u st o n, T X F eb r u a r y 2 01 1 - J u ly 2 01 3

U N IT SECRETA RY

• Perf o rmed a v ariety o f In tern et research fu n ction s an d u ses w o rd p ro cessin g, sp read sh eet an d p resen tatio n so ftw are.

• D u ties also in clud ed field ing teleph o ne calls, filin g an d d ata en try .

• A ssisted w ith o v erflo w w o rk fro m ad min istrativ e an d ex ecu tiv e assistan ts an d fill in fo r th e o ffice recep tion ist as n eed ed.

W a ch o v i a B a n k A p r il 2 0 07 -J u n e 2 00 8

LEA D TELLER

• Cash ch eck s after en su rin g th at sig n atu re are v erified

• Received ch eck s an d p o st en tries in to co rrect acco u nts

• M an aged b alancin g d u ties ak in to cu rren cy, co ins an d ch eck s

• Pro v id ed in fo rmatio n to clients reg ard in g b an k serv ices

L o w e’ s F eb r u a r y 2 00 6 -A p r il 20 0 7

CU STO M ER SERV ICE

• Resp o nsib le fo r p ro v idin g q u ick frien d ly cu sto mer serv ice b y an sw erin g cu sto mers q u estio n s

• Pro v id ed p u rch ase assistan ce an d k eep in g sh elv es sto ck ed

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