Customer Service Life Insurance

Steven R. Mueller

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

El Paso, TX 79934

Mobile: 915-***-****

E-mail: *******.*****@*****.***

OBJECTIVE

Exploring new opportunities, increased responsibilities, gaining managerial experience and advancing knowledge in Information Technology.

QUALIFICATIONS

Work experience: Software Development (Telecom/Communications primarily), Extensive Customer Service experience (consisting of retail, inbound call center, and written correspondence – via internet and hard copy), multiple phone line handling, merchandizing and inventory experience, general office skills (including typing, faxing and computer tasks)

Computer Knowledge: Mac OS 7.5.5-8.1, Windows 98/ME/2000/XP/Vista/7/8, Microsoft Office Suite, Corel WordPerfect, Internet Explorer, Mozilla Firefox, Opera, Netscape, Google Chrome, Outlook, Lotus Notes, Eclipse, as well as hardware/software installation

Programming: SQL, Java, JavaScript, PERL, HTML, VoiceXML, along with limited MySQL, PHP, XML

EDUCATION

2008-2010 M.S. Information Technology, University of Texas at El Paso

1997-2000 B.A. Interdisciplinary Studies, University of Texas at San Antonio

1994-1997 University of Texas at El Paso

EMPLOYMENT

3/2011-Current Svc Info. Developer II, Hewlett Packard Enterprise Services

Currently providing software development support/configuration management for a telecommunications company located internationally. Gaining valuable programming experience in HP eIUM, SQL, PERL. Primary responsibilities consist of developing solutions, and implementing solutions for revenue assurance and reconciliation reports. Flexibility has been key in managing multiple projects and changing requirements/deadlines. Prior projects include assisting with development of a pricing simulator, updating a program for compatibility with another platform, and several internal projects.

11/2004-12/2007 Web Specialist I - Telecommunications, Registration Department, ACT

Initially began employment with ACT as a contingent employee within the registration department handling in-bound inquires regarding the national ACT exam. After three months, I was able to transfer to a full time position gaining additional responsibilities within the department. In addition to assisting customers via phone, I had the opportunity to participate in data base resolution and no match procedures which required developing additional software and task specific knowledge. Furthermore prior to my departure I was able to fulfill the role of Web Specialist which involved assisting customer via email correspondence as well as trouble shooting callers inquires with the web registration process. Additional tasks related to training of employees and assisting with other computer related issues within the department were assumed with the new role.

1/2003-7/2004 Offline Customer Care Level II, T-Mobile USA, Inc.

Originally assigned the position of customer service via a web based interface, I answered inquiries from individuals regarding issues related to a mobile phone company. I was able to acquire additional training to support many of the different offline department functions until an opportunity was presented to transfer to a newly established department. In assuming a level two position with T-Mobile’s Business Credit department, daily interaction with dealers as well as multiple computer applications were utilized in order to assist in the activation of new lines of service for business accounts. Once again, additional responsibilities were acquired in multiple skill sets to assist with different departments as opportunities for growth were presented.

10/2002-1/2003 Customer Service, AppleOne

Temporary position involved taking inbound phone calls from life insurance customers. Daily tasks consisted of assisting teammates and customers with life insurance questions. The use of many different computer applications and resources was required as well as multiple phone line handling.

4/2002-7/2002 Reader, Ranstad (also from 7/2000-9/2000)

Temporary opportunity within educational scoring corporation (the Psychological Corporation) involved applying analytic and holistic evaluation techniques in scoring standardized tests. Adaptation also played an important factor as guidelines were modified in the middle of projects and as new projects became available.

8/2001-3/2002 Literature Services Associate, Spherion

This temporary position within a mutual fund organization proved to be a very valuable learning experience. After an initial training to handle inbound literature requests from financial advisors, I assumed further responsibilities working with a small group of individuals customizing retirement literature and received additional training to answer more complicated inquiries.

7/2000-12/2001 Customer Service Associate, Mars Music

At this position with San Antonio’s newest music store, I was able to contribute to its growth from the initial setup of the store to eventually assuming additional responsibilities than those for which I was originally hired. Along with assisting customers in person, I also assisted customers on the phones, assisted with merchandising, warehouse duties, security, training, credit processing and cash office duties.

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