Customer Service Specialist / Administrative Assistant

**** ******** ****** ****** **** 863-***-****

Lakeland, FL 33805 E-Mail: actkvf@r.postjobfree.com

September, 2011 to Present: WellDyneRx, Lakeland, FL Member Services Lead

As a Member Services Lead, assist Member Services Representatives with Orders and Inquiry calls. Routinely take escalated calls from members and pharmacists. Effectively interact daily with other departments to resolve member issues in a timely manner. Monitor break and lunch schedules. Monitor incoming calls and change Member Services Representatiave's skill sets as needed to handle call flow. Assist Supervisors as needed.

Lead Suffolk County Escalation Team - Direct team of 4 Specialty trained MSRs in handling of escalated calls for this High Touch Group.

Presented 10 week program to Supervisors and Leads on Employee Engagement.

Completed all 4 levels of Supervisor Classes in WellDyneRx University. Completed Pharmacy Technician University and received Registered Pharmacy Technician License.

January 2010 to July 2011 Mattress Giant, Inc. Customer / Store Support Coordinator

Assisted customers and sales associates in 70+ stores throughout central Florida via phone, fax, and internet. Data entry for inventory and sales. Coordinated with Dispatcher for rescheduling and late additions to delivery schedules. Assisted Warehouse Manager as needed.

June 2005 to June 2009 Appraisal Central, Inc., Lakeland, FL Assistant Office Manager

Assigned incoming appraisal orders to staff of 18 field appraisers. Entered orders into computer, monitored orders in progress and followed up on completed orders for underwriting and billing. Updated status of appraisal orders with clients on a daily basis. Responsible for filing and maintaining of records.

August 2004 to June 2005 Mills Cumming & Associates, Tampa FL Sales Support Assistant

Licensed Life, Health and Variable Annuities Agent. Provided clients with information on Health and Life Insurance. Pre-screened customers per applicable underwriting guidelines. Mailed information to customers, placed follow-up phone calls and scheduled appointments. Responsible for filing and maintaining client records.

May 2000 to July 2004 GEICO Insurance, Lakeland, FL Customer Service Representative

Provided excellent customer service in call center. Processed auto insurance policy changes, assisted customers with endorsements, billing and payments. Reviewed and upgraded policies with customers including BI, PIP, PD, liability and Umbrella policies.

June 1992 to May 2000 Edgewater Television Productions, Lakeland, FL - Owner

Oversaw staff of 4, plus free-lance videographers and periodic interns, in customer service, marketing and public relations. Prepared and presented business proposals to prospective clients. Represented company at trade shows and business functions including the Lakeland Area Chamber of Commerce and the American Advertising Federation events.

EDUCATION: SUNY Adirondack, Queensbury, NY.

SKILLS: Excellent people, communication and organizational skills. Very detail oriented. Work well under pressure; able to multi-task and move efficiently from one job to another. Focused team player with 20+ years of experience in customer service, marketing and public relations. Experienced in Microsoft Windows, Word, Excel, Outlook, multi-line phones, fax, high speed scanner/copier/fax, ePost, Netcard, Sparks, Cisco, and Sharepoint.

Past President, ZONTA Club of Lakeland, FL., served on Board of Directors for Polk County Chapter of the American Advertising Federation; Instructor / Instructor Trainer, Co-Chairman First Aid Committee, Adirondack Chapter of the American Red Cross, Glens Falls NY.

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