Customer Service Manager
Resume:
KEVIN SASENICK
Lakeland, FL **801
acti4m@r.postjobfree.com
To Whom This May Concern:
My name is Kevin Sasenick and I am interested in the management position with BITWISE GLOBAL INC. I am available to start as soon as possible.
I worked at Humana for over six years. I spent three years as a Representative and three years as a Team Lead. In my position as a Team Lead, I monitor calls for quality control, take escalated calls from representatives, and answer questions that representatives have regarding beneficiaries’ questions. I help manage our team of 20 representatives, making sure they are well informed of new policies and procedures, have all the needed supplies, and make sure they aren’t having any system issues.
Prior to working at Humana, I worked at MJS Advertising starting out as an Account Coordinator, talking to clients and making sure that I had all the information for upcoming advertising ads. I was promoted to Traffic Coordinator, where I made sure all the print advertising was received at the newspapers. I was promoted once again to Traffic Director handling all of the electronic advertising for TV and radio production and delivery along with invoicing clients for payment.
I am confident that my education and experience match the qualifications you seek in a new employee, but a personal interview with you will determine if I am the right person for the job. I know from my past working experience that I have the interpersonal skills and organizational ability needed to build a successful career in your company.
Kindly consider my request for a personal interview at your earliest convenience to discuss my qualifications for a career with you. The easiest way I can be reached is at 812-***-****.
Thank you for your time and consideration.
Sincerely,
Kevin Sasenick
KEVIN SASENICK
2745 Kelly Lane
Lakeland, FL 33801
acti4m@r.postjobfree.com
CAREER OBJECTIVE:
Obtain a rewarding and challenging position as a Manager with BITWISE GLOBAL INC. Apply the customer service skills and leadership I have to make your company better. Use organizational, deadline management, and follow-up skills to keep projects on time, under budget & professional.
EDUCATION: May 2004
BBA, Bachelor of Business Administration: Marketing/Management
Northwood University, West Palm Beach, Florida
May 2002
AA, Associate Degree: Advertising
Northwood University, Midland, Michigan
MILITARY:
Indiana Army National Guard – October 2010 – July 2013
Officer Candidate – June 2010-July 2012 – Staff Sergeant/E6 (Officer Candidate Promotion)
Basic Combat Training – Fort Sill, OK – March 2010-May 2010 – Specialist/E4
PROFESSIONAL EXPERIENCE:
GEICO
Telephone Claims Representative – November 2015 – Present
• Talk to customers regarding their accidents • Speak to Adverse Carriers and Attorney Offices • Make liability decisions
• Close claims when possible. • Monitor treatment status of customers.
Humana Military Healthcare Services /Tricare - October 2008-September 2015 **Merger w/ Aetna.
Team Lead – October 2011-September 2015
• Answer BSR questions about beneficiaries and providers. • Take escalated calls from BSRs and solve problems
• Follow-up on issues and call beneficiaries back • Monitor calls each month for accuracy of information
• Train new BSRs and help them get started • Review new information and policies to team members
• Send out weekly stats and discuss ways of improvement for team members • Be a role model for team members
• Manage team performance.
Notes:
• Repeatedly receive 100% score on being monitored • May ’14 Associate of the Month
Customer Beneficiary Service Representative – Call Center October 2008-September 2011
• Answer beneficiaries’ questions about referrals • Talk to providers about benefits • Locate providers / Take payments
• Transfer callers to the appropriate department.
Notes:
• Top in Training Class • Repeatedly receive 100% score on being monitored • Received gold stars (Compliments) from beneficiaries • Hit states every month since March 2009 • Promoted to Tricare Reserve Select Queue – May 2010
• Promoted to Referral Queue – September 2010
Dicks Sporting Goods – October 2008 – March 2010 ** Joined the IN Army National Guard
Footwear Associate – Part Time
• Assist customers with choosing the right shoe that fits their needs • Probing customers needs before purchase
• Up-selling/adding on Footwear Protection Plans, socks, other footwear accessories
• Keeping footwear deck socked & full of merchandise. • Monthly training on new merchandise and specials
• Understand the competitors’ brands & how each product is different
First Commonwealth Mortgage - September 2008 – October 2008 ** Left for a company w/ a better future
Mortgage Banker
• Execute & close new loans to prospective leads • Qualify leads for applications • Manage loan process from first contact thru closing
Springhurst Chevrolet
Marketing Manager/ Customer Relations March 2008 – August 2008
**Layed off due to dealership going out of business
• Track customers who come into the dealership • Create/ send direct mail to customers • Enter customers into database
• Create monthly advertising summary • Contact/communicate with TV/ Radio Stations
• Meet with new vendors & present to owner • Printout customer listing for salesmen for following up
• Place vehicles on online auction sites • Create/Update calendar for spots/promos
Stewart & Associates
Account Executive November 2007 – March 2008 **Left for a better working environment
• Act as liaison between client & SAA • Participate in project strategy sessions • Perform administrative duties
• Gather & manage details of project • Manage project timelines & budgets
information • Open & help estimate jobs
• Proof projects for accuracy • Secure project estimate approvals
MJS Advertising – August 2005 – November 2007 **Left to move home to Louisville, KY
Traffic Director
• Lead a Traffic Meeting for upcoming production/ • Schedule radio/TV Production/ • Handle billing for agency
Notes:
• Promoted to Traffic Director in Under 1Year • Helped implement AdTracker into Agency • Gave suggestions how new program – AdTracker should function w/ jobs. • Trained Account Coordinator who later became Traffic Director.
Traffic Coordinator
• Send traffic instructions to stations/ follow up with signed traffic/ received spots/ • Send print ads to newspapers
Notes:
• Promoted to Traffic Coordinator in under 6 months. • Trained Asst Account Coordinator & Asst Traffic Coordinator
Assistant Account Executive
• Spoke to clients & Typed copy sheets with ad changes/ • Created weekly competitive reports/ • Proofed ads.
Walt Disney World – Advanced Internship ** Internship ended
Group & Convention Marketing – Production/Traffic January – June 2005
• Reviewed, analyzed, and altered • Routed proofs and maintained deadlines • Responsible for maintaining
print specifications as necessary • Responsible for administration functions information in Clients & Profits
Walt Disney World – College Program
Tony’s Town Square – Seater/Host June 2004 – January 2005
• Took Disney business • Focused on guest service, teamwork, • Fortune 500 company
related classes multi-tasking, diversity, and product knowledge • Acted as a guest informant
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