Customer Service Representative

JACK MARSHALL

**** **** *****, ************@***.***

Madison, WI 53713 608 / 271 - 5354

SUMMARY Applied well-developed customer care skills as financial services account

consultant. Extensive call center telephone work. Capitalized on inbound

and outbound calls, reinforcing customer data base in all positions held.

Motivated business professional, well-versed and licensed in insurance

(P&C, Life & Health / WI). Computer proficient. B.A. college degree.

2003-Present TRAINING CONSULTANT / INDEPENDENT, LLC MADISON, WI

Customer Service Skills Consultant. Supervising, monitoring, and men-

toring communication technique. Servicing strategies, the complaint call,

assessing personality type and motive. Listening, probing, empathizing.

Earning trust and access, problem resolution, making money decisions.

Clients include individuals, small businesses, larger corporations.

2000-2003 AMERICAN FAMILY INSURANCE, MADISON, WI

Customer Service. Telephone evaluation of AmFam insurance rates to

create caller’s policy package. Sending of likely leads to regional field.

Initiated outbound calls to current and prospective customers, providing

product guidance and customer service, often resulting in cross selling.

Consistently met required quota. Promoted, with salary raise.

1998-2000 AMERICAN EXPRESS FINANCIAL ADVISORS, MADISON, WI

Financial Consultant. Assisted clients in identifying their distinct

financial objectives, and then recommended plans and products to

help achieve goals. Position required ability to market to local clients,

strong interpersonal skills, and effective customer communication.

Portrayed in writing by immediate manager as “a conscientious and

highly motivated employee….”

1995-2000 THE CHARLTON GROUP, MADISON, WI

Customer Service Representative. Outbound calls on behalf of major

cable TV companies across the nation. Guidance on basic and premium

channels as well as digital cable TV, and latest cable modem Internet offer-

ings. All regions of the country called, making for participation in almost

every possible customer scenario. Cited in writing by recent supervisor

as contributor who ”consistently maintained his … production at, or above

quota….” Last two years here P/T (’98-’00), while F/T above at AmExp.

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