Customer Service Representative

ANDREW J TAYLOR

Norfolk VA ***** 757-***-**** ***************@*****.***

Customer Service Representative

Strong customer service skills: diplomatic and patient with proven success in improving and succeeding in multicultural, industrial and service oriented industries. I am committed to the challenge of providing quality customer service and relates easily with all levels of co-workers and customers.

Core Competence

Increased positive feedback from 20% to 90%

Strong Communications Skill

Client Relationship Management

Relationship Building

Skilled Negotiator

Troubleshooting

Customer Service

Team Player Self-motivated

Detail Oriented

Promotions & Organizer

Analytical

Training new recruits

10 times Customer Service Excellence Award

Strong multitasking skills

Work Experience

Optima Health

2013 to Present

Customer Service Representative

Responsible for all areas of customer service as it pertains to research and resolution of telephone inquiries related to plan benefits, eligibility or claim payment issues. Provide quality service and customer satisfaction through effective communication and education.

Advantage Sales and Marketing Inc. (Part-Time)

2010 to Present

Event/Sales Specialist,

Spearheaded in-store product demonstration, sampling and product sales based on set targets for major clients such as Best Buys, Wal-Mart, Sam’s Club, Target and Farm Fresh for major product launches, merchandising.

Achieved and surpass sales targets for each week’s product demonstration by 20%.

100% customer interaction and consumer product knowledge through the education on the benefits to garnered from the products being demonstrated, which resulted in increased usage.

GE/Advanced Services

2002 to 2010

Case Manager

Over 8 years in a call center environment, providing customer service solutions for GE products, successfully solved major consumer challenges associated with the purchase of high end appliance, which includes issues of billing, troubleshooting client issues, assessed the nature of the problem to determine the best solution to the problem and assigned the right technicians.

Resolved customer relations escalated issues

Successful in dealing with difficult clients

Helped department to achieve 90% positive feedback from a previous low 20%

Additional Relevant Experience

Sorter/Route Organizer, United Parcel Service (Part-time)

2003 to 2013

Ten years’ experiences in logistics with responsibility for the designation of packages to their assigned trucks by zip code and location; also required to make quick decisions daily to resolve package handling emergencies.

Decisive actions led resulted in 100% of targets being achieved.

Avoid costly errors through meticulous attention to details and process; ensure trucks are loaded and dispatched on a timely basis.

Benefits Associate, Towers Perrin/EDS

Processed client benefits package and insurance claims in a timely and efficient manner, calm and diplomatic at all in times including difficult clients

Assisted with training of new hires, by improving on-boarding process, and developed team training manual l

Education

CSU Global Campus, Colorado. Master of Science Healthcare Administration & Management: Specialization Project Management

Troy State University, Norfolk, VA Master of Science Management/ Human Resources

Old Dominion University, Norfolk VA Bachelor of Science Political Science/International Studies

Skills & Certification

MS-Office Suite, Lotus notes, Peoples Soft and SPSS.

American Heart Association- AED certified. ● American Red Cross Association-First Aid and CPR certified.

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