Jeanne Marie Macrides

**** ****** **. *** ***

Daytona Beach, FL 32117

386-***-****

Objective: Seeking a career that will allow me to utilize my exceptional customer

and personal relations skills. To showcase the ability I have to share

joy, compassion and warmth while I help others make the most out of

every day. My smile welcomes and my sincere concern for the well-being

of others shines and lifts the spirits of those whom I interact with.

I am a well organized individual who works well within a team and

independently. I have strong clerical and computer skills and am

willing and eager to learn new ones.

Experience:

STATE OF NY - Dep't. of Labor

Troy NY

8/2010 - 10/2013

Sr. ES Clerk

Unit Supervisor - Mildred Santiago 518-***-****

Director of Personnel - Luisa Sanchez 518-***-****

*I sought out necessary information to file and process initial claims for both

claiments and for employers seeking information regarding unemployment claims and

charges.

*Expedited completed claims and forwarded clarifying documents to both claiments

and employers. Actively called both claiments and employers to seek additional

detailed information.

*Researched and responded to employers questions regarding procedures, policy,

documents received and potential charges.

*Compiled, reviewed and forwarded documents to investigative units and other

appropriate departments in order authenticate information.

NAVILYST MEDICAL - Standard Assembly Dep't.

Glens Falls, NY

6/2010 - 8/2010

Builder, Product 1

Human Resource Generalist - Donna Cunningham 518-***-****

*Successfully completed training period in order to build, test and document

a variety of medical devices.

EDUCATE INC. (Sylvan Learning)

Baltimore, MD

1/2008 - 7/2009

Education Sales Consultant/Academic Advisor

Manager of Human Resources - Erin Anderson 410-***-****

*Top 10% for final uncontested sales figures.

*Received incoming calls from families interested in Sylvan Learning services.

Fully uncovered the client's needs utilizing open ended questions, compassion

and empathy to ensure they were met with appropriate product recommendation(s).

*Followed up with potential clients who had not moved forward with tutoring for

their children to ensure the success of their children's education.

*Mentored new employees in process, procedure and effective customer relations.

*Awarded numerous commendations for accuracy in both printed and verbal output

and for superior customer relation standards.

NORTHWEST AIRLINES

Baltimore, MD

2/1992 - 10/2006

Customer Service Representative

1-800-***-**** NW resources and name currently operates under Delta Airlines.

Verification of employment requires full name, social security number and

previous address of 220 Magothy Beach Rd., Pasadena MD 21122.

*Successfully met a variety of passenger and travel agent needs; including initial

travel plans and alternatives, voluntary and involuntary changes, questions on

policy and procedure, and sought out and provided solutions to both immediate

and future complications.

*Supervised agents, recommended solutions, accepted and resolved escalated

service calls.

*Trained new classes of service representatives and initiated guidelines and

curriculum for recurrent and updated training for established agents.

*Worked with the Workforce Management Department in payroll, clerical and

time-keeping duties as needed.

*Received numerous letters and awards from managers, supervisors and customers

that attest even under difficult and stressful circumstances I was able to

maintain a pleasant, professional and helpful demeanor in order to resolve

potentially escalative situations.

EDUCTION:

Graduated Greenwich High School, Greenwich, NY 12834, with Regents diploma

(and scholarship) 1979.

AA degree SUNY @ Cobleskill (work exp) Secretarial Science 1983.

Additional adult classes in art at Anne Arundel Community College MD.

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