Customer Service Manager

BETHANN TER BURGH

**** ******* ***** **, ***** RAPIDS, MI 49546

E MAIL acu20w@r.postjobfree.com

'In truth, whatever is worth doing at all, is worth doing well' Lord Chesterfield 1746 Career goals

My objective is to work for an organization that excels at customer service and would like to include myself in their team to assist their customers to the best of my abilities. Have a supportive environment that encourages me to improve my customer service skills. I have a friendly, outgoing demeanor. I excel at working with people, whether it be a customer or another co worker. I am very familiar with computers, having used them the most of my life. Most of my experience is with Windows and the programs associated with it such as: word, excel, Powerpoint, internet explorer. And of course other internet browsers such as Mozilla and Google Chrome. Professional Experience

Ramada Plaza

Hotel chain based in the United states

Front desk associate August 2014 to present

Check guests in and out of hotel, assist them with their stay by answering questions about the hotel and the amenities of the surrounding area. Drive the shuttle to pick up guests, file guest information in paper as well as the computer, take payment for rooms or items at the hotel gift shop. Ensure the guests are comfortable in their rooms. Lamborne Agency

Branch of the insurance company Farm Bureau

Customer service representative April 2014 to August 2014

Assist customers with their existing insurance policies by answering the phones or when they come into the office. Help process new business policies. Also some general clerical duties such as filing, creating reports, copying/scanning. Guardsman

International company that specializes in furniture protection plans. Account Manager J an 2014 to April 2014

C ontact customers regarding their existing Guardsman service request, offer customer options in relation to their service request with professionalism and politeness. Also fill out daily work completed log, purchase order forms, and spreadsheets.

i3 Business Solutions

A 20 employee IT support company based in Grand Rapids. Dispatcher M ay 2013 to Sept 2013

F irst contact for clients requesting technical support, via phone or email

O pening, updating, and scheduling 80 plus tickets daily.

M anage tickets by prioritizing tasks based on customer needs, assigning technicians and overseeing completion times in addition to client satisfaction. And schedule meeting for and with other employees in the office as needed.

Auto Club Group

A roadside assistance call center for the international parent company of AAA insurance. Call Manager March 2006 to Jan 2013

F irst two years, received and redirected road service calls from stranded motorists with professional and courteous phone etiquette.

A fter receiving (and maintaining) customer satisfaction scores of 90% was presented with a promotion to Call Manager. As a Call Manager I monitored road service calls, after their receipt.

L ocate services for clients and updated them on the status of their service issues. Pinpoint customers on maps and liaised with towing stations to address issues identified in calls received. Which helped contribute the Grand Rapids call center having the highest customer satisfaction scores

(89%) of all 3 call centers for two years continuously (2010 2011). Accomplishments

In 2013 I worked with the non profit NetWork 2 NewWork. I helped to streamline the registration table for events, to ensure all present can attend and be registered in a timely and efficient manner. Also coordinated seating, time presentations, and helped with any number of tasks to maintain the event, to ensure it ran smoothly.

Education

Grand Rapids Community College 2002 2003

20 credit hours with an emphasis on marketing and business administration. Graduated from Ionia High School in 2002.

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