Customer Service Microsoft Office

KIESHA L PATRICK C- 973-***-****

** ******* ******, **** ******, NJ 07017 H- 973-***-****

******@*****.***

http://www.linkedin.com/in/kieshalpatrick/

A MULTIFACETED PROFESSIONAL in possession of strong management skills, management expertise, client relationship building, and support techniques. Knowledge and experience in coaching, training, mentoring, providing performance review/feedback, delivering training programs, and providing statistical reporting

EMPLOYMENT SOLUTIONS, Whippany, NJ 07/2013-10/2015

Solix Inc.- Various Contracting positions:

Compliance Support (August 2015-to October2015) Capturing all the documents provided for FCC Appeals and Audits

submitted for the Schools and Libraries Division (SLD). Detail orientation and time management were skills used.

Case Manager (January 2014 to August 2015) Managing a caseload of applications for NYC BIB program providing assistance to applicants. Skills used in this assignment are customer service, multi-tasking, detail orientation, knowledge of Microsoft Office Suite, and effective writing.

Business Advisor (July 2013 to January 2014)

Assigned to a temporary private assignment project that processed applications for grant assistance. Skills used were customer service, multi-tasking, detail orientation, knowledge of Microsoft Office Suite, and effective writing

PRUDENTIAL, Newark, Parsippany, Livingston, Roseland, NJ 10/1998-10/2012

Administration Associate (January 2012- October 2012)

Supported disclosure, security/procurement, input Sales job postings into HRIS system, and assisted with On-Boarding processes.

Sr. Customer Service Associate/Quality Coordinator (2005-2012)

Serviced Incoming calls on the Disability 800 line with an average of 15,000 customers calls monthly. Observed and provided feedback of the content and quality of the Customer Service Professionals (CSPs) calls daily. Performed the necessary review of the client information and key transactions. Interviewed, prepared, and supervised incoming CSPs

Supported incoming call volume on the Disability 800 line in and met service level goals of 80% daily.

Conducted coaching sessions to provide ongoing consistent performance feedback to CSPs by reviewing calls using Side by Side Observations, Remote Recording System, and by Silent Observation. This helped classify CSPs by operational, Contingent, and Trainee levels.

Developed, updated, and implemented scripting and call handling procedures and researched process improvement opportunities. This decreased the customer’s repetitive calls and improved the incoming call volume, which increased the percentage of resolutions on the “First Contact” from 76% to 85%, an improvement in customer satisfaction.

Collaborated with other Call Coach counterparts and Management to review Call Coaching Program and Standard Operating Procedure (SOP), this created feedback as well as transparency of processes.

Created and delivered training relating to quality issues/trends, events to promote positive motivation within the Contact Center (“Quality Corner,” “Empathy” contest and retraining programs to name a few). This added to positive outcomes stated above.

Maintained strict deadlines, i.e. performance/statistics report, and call reviews. Provided results to Associate Managers, bi-weekly Calibration sessions, to ensure CSPs are provided with unified expectations and performance guidelines.

Short Term Disability Claim Manager (1999-2005)

Reviewed Short Term Disability (STD) claims and coded 98% within 5 business days (the division objective was 93%)

Accountable for several major STD claim accounts for Subaru, Sunbelt Beverages, and Safeco. Served as the Liaison between Group Insurance and Subaru.

Conducted detailed interventions with the claimants to assist with the Integrated Clinical Team. Effectively prevented the claim from progressing toward Long Term Disability (LTD)

Created SOAPs (Subjective, Objective, Analysis, Plan) for each claim handled for processes and claim discussions

Customer Service Representative (1998-1999)

BBS Degree in Business Administration, concentration in Human Resources/Organizational Management

Thomas Edison State University, Trenton, NJ

AAS Degree in Business, concentration in Business Administration/Office Systems Management

Berkeley College, West Paterson, NJ

SKILLS

Proficient Microsoft Office Suite (Excel- Pivot Tables)

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