Karen A. Hogan
** ***** ****** *******, ** *****
home 973-***-**** cell 973-***-****
acwzd3@r.postjobfree.com
PROFESSIONAL SUMMARY: A customer-focused professional with over 20 years experience meeting and/or exceeding employer and client expectations
ACHIEVEMENTS:
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
EDUCATION:
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
EMPLOYMENT:
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
EMPLOYMENT HISTORY:
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
REFERENCES:
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-***-**** acwzd3@r.postjobfree.com