Customer Service Manager
Resume:
Joseph M. Hanna
** ****** *******, **** # *- San Francisco, CA 94112
****.***@*****.***
Profile More than 7 years' successful experience in customer service and support.
Recognized strengths in problem-solving and trouble-shooting, customer concerns
and
planning/implementing proactive procedures.
Possess solid computer skills.
Ability to train, motivate, and supervise customer service employees.
Self-driven, ambitious and motivated.
Volunteer 2007-2008 Bernardi Senior/Residential Center- Van Nuys
Experienc 2008 Meals on Wheels-Van Nuys
e 2009-2010 Randall museum volunteer
2011 and 2012 San Francisco/Marin Food Bank
2012 Team Member & volunteer for the Aids Life Cycle (ALC)
2011-2012 Starbucks Volunteer in San Francisco
Employmen 2014-Present Reimbursement Specialist at
t Genentech, South San Francisco, CA
Input benefits into a complex database designed to organize
each patient's eligibility information.
Worked all 10+ Genentech products as a Reimbursement
Specialist.
Handles outbound & inbound calls in a sufficient, customer
oriented manner.
Verified product coverage for patients in need of a
prescription drug.
Acquired up-to-date information on patients plan coverage for
particular products.
Assisted coworkers concerns and questions towards difficult
cases.
2013-2014 Reimbursement Counselor/Benefits Coordinator at
Lash Group, San Bruno, CA
Database experience, case manager experience, patient support and customer
service.
Created services that tracked & enabled patients to receive the proper supply of
products.
Set up, scheduled and tracked shipment dates for patients' medications.
Verified benefit information across the country-for specific product coverage.
2009-2013 Barista/Cashier at Starbucks Coffee San Francisco, CA
Engage in and maintained amiable relations with people from California,
other States and
foreign Countries.
Took on a new role based on my proven skill set and experience within
Starbucks.
Coordinated and cooperated with coworkers to optimize the efficient and
friendly Starbucks experience for each customer while performing my own
duties.
Trained new employees for duties as cashiers and baristas.
Prepare the store and resolve any obstacles to the smooth operation
2007-2008 Assistant Cub Scout Master for Troop 123, Panorama City, CA
Relayed my experience as a former Boy Scout (Star Scout) to at least 20
younger Scouts.
Led the Troop in many activities and trained them on all scouting
skills.
Education 2013 San Francisco State University, San Francisco CA
Bachelor of Arts in Psychology
Participated in several psychology studies/experiments at SFSU.
Designed and conducted Physical & Psychological based research studies.
References Furnished Upon Request
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