Customer Service Rep

***** ******* ****** *.*. ● Albuquerque, NM ***** ● 505-***-**** ●E-mail ***********@*****.***

HUGH T. HERBERT

Objective

Organized, Hard- Working, Self- Motivated Professional with Expertise focused on Problem Resolution, Customer Service Billing and Accounting, Proficient in Microsoft Windows, and Computer Programming, Seeks position as a Customer Service Representative.

Professional Experience

Jan 2013-May2013

Sept 2008 March2012 Lockheed-Martin Inc

Fidelity Investments LLC. Albuquerque,NM

Albuquerque, NM

Benefits Rep Associate (Assigned To General Motors Gate)

Provide extraordinary World Class Customer Service to Client’s Employees.

Respond in a quick, timely fashion to the inquires of customers, and assess their needs, while working with said customers to understand their implied and explicit needs, company sponsored benefit plans and changes.

Communicate to customers, specific coverage options, cost comparisons, life event processing and assist with problem resolution. Knowledgeable in the areas of HIPAA protocol, Medicare and other benefit plans.

Inform and educate customers on alternative self-service communication channels.

Utilize knowledge and experience in order to know when and where to escalate a call when necessary to ensure resolution to difficult issues as they arise.

Utilize a Microsoft Windows based workstation in an inbound service center to locate customer information and perform necessary transactions.

Participate in industry-leading, comprehensive, company sponsored training programs, using multiple resources, tools and education designed to assist in the provision of World Class Customer Service.

Feb 2007 Oct 2007 Convergys Corp LLC 6401 Jefferson St NE Albuquerque, NM 87111

Customer Service Agent

Responsible for assisting Customers via incoming calls with Billing Issues, Account Refills, and Troubleshooting Customer’s Cell Phone Problems on an as needed basis.

June 2003 Oct 2006 Comcast Cable Conn/NM 4611 Montbel Place Albuquerque, NM 87111

Customer Account Executive

Contributed to Company’s overall operational efficiency by successfully handling an average of 100+ Customer Trouble shooting calls and, customer inquiries per day in an extremely fast paced Call Center environment.

Enhanced Company’s Revenue Stream by successfully selling Cable Entertainment and Upgrade Packages to approx. 75 to 80% of all my customer install or package inquiries.

Protected Company’s revenue Stream by successfully deterring 85 to 90% of all my customer disconnect inquires not related to relocations.

Consistently received 95% Plus on Call Quality, Work Order Accuracy, and Truck Roll evaluation Scoring.

June 2000 Dec 2002 AT&T Broadband 222 New Park Dr

Berlin CT, 06037

Customer Care Professional

Contributed to Company’s operational efficiency by handling over 100 calls per day based upon Trouble Shooting, Package and Sales installation.

Enhanced Company’s revenue by selling upgrades to an avg. of 85% of all Customer install and Sales Package Inquiries.

Protected Company’s revenue stream by successfully deterring 85 to 90% of all my disconnect requests received, not related to relocations.

Consistently achieved 95% Plus Scores on call quality evaluations.

Consistently received 95% Plus Scores on first call resolutions, regarding Trouble-Shooting Technical issues, Billing and Inquires.

Sept 1999 June 2000 Fleet Bank Founders Plaza

East Hartford, CT

Check Processor

Enhanced Client’s Cash Flow/Revenue Stream and contributed to overall efficiency of Client’s Business by timely processing Client’s Accounts Receivables, which was the lifeblood of the Client’s Commercial Enterprise.

Successfully achieved 99.9% scores on accuracy and timeliness in processing heavy volumes especially at peak times.

Aug. 1997 Sept 1999 Aetna Us Healthcare Hartford, CT

Member Services Rep/ Overpayment Analyst

Provided Members/Customers via call ins with Plan Specific Information relative to their individual Health Plans.

Assisted Members, Health Care Provides and Plan Sponsors with Benefit and Plan Specific Information effecting amicable resolutions.

Enhanced Company’s profit margin by saving in excess of $100,000.00 per week through research, review and recalling overpaid claims made to members, providers, and miscellaneous accounts payable.

Education

1984 Albuquerque Technical Vocational Institute Albuquerque, NM

Major: Business Computer Systems

Received Certificates and Diplomas in Accounting I, Accounting II, Accounting III, Small Business Accounting, Small Business Management, Data Processing, Computer Networking and Data Communications, ANSI Cobol I and II, Basic and Advanced Basic Language Programming, Job Control Language.

1982 University of Albuquerque Albuquerque, NM

Major: Data Management/Business Administration.

Completed required and elective courses in Micro Economics, Statistics, Business Law, Business Management and Manage Information Systems.

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