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Customer Service Project

Netcong, New Jersey, United States
October 09, 2016

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Karen A. Hogan

** ***** ****** *******, ** *****

home 973-***-**** cell 973-***-****

PROFESSIONAL SUMMARY: A customer-focused professional with over 20 years experience meeting and/or exceeding employer and client expectations


Developed and implemented the new Retail Process Customer Service Index (CSI) model and increased project team scores for the North Eastern region from 53% to 74% in the first year

Earned and maintained a 4.0 GPA in Computer Administration Specialty training

Appointed 5-Star Program Administrator and maintained an annual 5-Star Customer Service rating for 8 consecutive years


Mansfield University: Mansfield, PA August 1988 – May 1993

Bachelor of Science/Exceptional Persons

Tidewater Tech: Chesapeake, VA June 2003 – May 2004

Computer Administration Specialist

Application concentrations:

MS Suite (Excel, PowerPoint, Word) Reynolds & Reynolds Pella Custom Management Systems

Additional Skill concentrations:

Accounting I, II Office Procedures I, II Office Management


Pella Windows and Doors: West Caldwell, NJ July 2007 - present

Project Management Representative

Responsible for overall project coordination and deliverable management in areas including, but not limited to, ordering product, verification of paperwork, product manipulation, budget, cost reporting and oversight. Act as Project Management/Communications liaison for project and product managers, clients, third party vendors and in house personnel

Serve as communications representative for clients, sales managers and project installation teams

Manage, approve and verify all installation surveys, validation on new projects, order product from corporate and outside vendors, new product delivery/installations, scheduling, client follow-ups and project close-out

Verify all project costing and project team payment authorizations

Manage, oversee and verify all calendar scheduling, weekly schedule distribution, payment information

Manage all paperwork processes for installers, project managers and sales personnel by providing all required information for fulfillment and finalization

Employment history and references furnished on reverse


Community and Corporate Care Center: Andover, NJ April 2006 - January 2008

File Clerk

Performed A/P-A/R responsibilities including electronic filings/billing, insurance company/patient payment postings and payment tracking

Assisted with Collection account verifications and associated correspondence

Scheduled patients and inputted ICD-9 & CPT chart coding

Dover Dodge Chrysler, Inc.: Dover, NJ September 1996 –July 2006

Customer Service Representative/Administrative Assistant

Managed customer service communication to include: service issues, service date verifications/reminders, troubleshooting and conflict resolution

Performed background checks on vehicle service contracts, warranty expirations, and recall information via the web

Maintained inventory verification regarding customer service parts availabilities

Assisted Director of Service and Parts, Service Manager, Parts Manager and Service Advisors with additional or unique projects

Managed complete claims process from posting claims for vehicles prepared for sale and received claims on warranty service issues

Performed administrative duties: filing, typing, data entry, reception, customer courtesy transportation, completely cross trained for employee call coverage


Jack Lupton Salesman

Pella Windows and Doors 862-***-****

Robert Taber Owner

Five R Construction 516-***-****

Karen A. Hogan

66 Stoll Street, Netcong, NJ 07857 home 973-***-**** cell 973-***-****

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