MICHELLE BLANCHARD

*** ******** ***** *******, ** 30907

Phone: 706-***-**** acw7za@r.postjobfree.com

OBJECTIVE:

I am seeking a position that will enable me to utilize my strong customer service skills, interpersonal skills, data entry and document preparation skills.

SKILLS:

Type 45 wpm

Document preparation

Microsoft Word, Excel, and Office

Multi-line telephone

SAP, Mainframe/Rex (part orders)

PROFESSIONAL EXPERIENCE:

ELECTROLUX-AUGUSTA, GA 01/2010-Present

Escalations Specialist

• Accepts ownership of assigned cases

• De-escalate consumer calls by displaying empathy and effective listening skills

• All cases are logged into SAP/CRM inbox

• Handle all types of escalations (presidential, service locator, contact center related, email, fax and phone queue)

• Assist with handling files for builder accounts (Lennar, David Weekly, and DR Horton)- follow up on service calls, schedule appointments when necessary

ELECTROLUX-AUGUSTA, GA 08/2008-01/2010

Customer Service/Front line- CEC

Take inbound calls from consumers, and service providers

Used SAP to input consumer information

Only team member to access map point

Scheduled service appointments

ELECTROLUX/SPHERION TEMP-AUGUSTA, GA 04/2008-08/2008

Customer Service/Damage Claims

Take inbound calls from dealers such as Lowes, Best Buy, HH Gregg

Only agent allowed to use Map Point to assist Service Locator Agents

Used CRM to input consumer information

Provide authorization numbers for damage and missing returns

KENNAMETAL INC/KELLY SERVICES-AUGUSTA, GA 10/2006-4/2008

Customer Service/Fax Order Entry

Create purchase orders from an imaging system into the SAP system

Resolve part order issues with customers

Only team member allowed access to process credit card orders

Process or re-enter expired quotes

MCBS INC-AUGUSTA, GA 06/2000-06/2006

Data Entry Specialist/Medical Biller

Entered into the system all patient demographics and patient information

Processed HCFA-1050 claim forms

Verified all ICD-9 and CPT codes from coder before entering into the system

Indexed all documents upon completion