Customer Service Representative

Project Management Associate

Dedicated and technically skilled service professional with a versatile customer support skill set developed through experience as a call center representative and supervisor, technical service representative, and administrative coordinator. Proficient in project management and excel in resolving customer issues with innovative solutions proven to increase efficiency and customer satisfaction.

Summary of Qualifications

Organized and goal-oriented, with more than 15 years’ experience in customer service and more than five years’ experience in project management

Analytical problem-solver, able to anticipate issues and create new systems that streamline operations, resolves concerns, and improves efficiency

Skilled in building excellent rapport with customers, clients, and team members. Able to see the big picture, delegate effectively, and motivate team members to achieve on-time project goals

Computer skills include: MS Word, Excel, Access, PowerPoint, Outlook, internet research, and Patient Administration (ADT)

Professional Skills

Customer Focus

Teambuilding & Supervision

Strong Organizational Skills

MS Office Applications

Report & Document Preparation

Excellent Written/Verbal Communication Skills

Conflict Resolution

Timely Decision Making

Automotive Assembly

Administrative Support

Software End User Testing

Education

Lindenwood University, Missouri

Present

Graduate-Project Management (MS)

Project Manager – Academic Projects

Managed development team consisting of SME’s and Business Analyst for academic project with duration of 5 months and a $103,000 budget

Provided Project Management oversight for kick-off presentations, Gantt charts, RACI diagrams, budget allocations, Statement of Work (SOW), Communications Plan, Change Requests, Risk Assessments, and Mitigation Plans. Project was completed on-time and under budget by 8%

Lindenwood University, Missouri

2014

Undergraduate-Business Administration (BS)

Lewis and Clark Community College

2012

Associates-Science

Professional Experience

UnitedHealth Group, Maryland Heights, MO

2012 to Present

Clinical Administrative Coordinator (Disease Solutions)

Accurately document consumer interaction, appropriately follow all processes and procedures

Administrative intake of members by managing the admission/discharge information, post-notification, working with hospitals and the clinical team

Manage incoming calls and requests for services from providers/member

Provide information on available network services and appropriately transfer members to clinical staff

Stay abreast of all customer specific details, to ensure high quality, focused customer service

Determine member program eligibility and coordination of benefits using company procedures

Laclede Gas Company, St. Louis, MO

2005 to 2012

Service Representative (Telephone)

Professionally processed 80+ calls per day in fast pace call center environment, providing information and service to ensure customer satisfaction

Worked with company systems such as CICS and New Blue to complete residential, commercial, industrial, and new construction request

Resolved or forwarded request in accordance with established company procedures

Analyzed, researched, and processed customer claims

Processed check, credit, and debit card payments with 100% accuracy

Analyzed and resolved billing, collection, and technical service issues

Processed turn on, turn off, service, and emergency request on a daily basis

Supported the presidents’ office with unresolved escalated issues by analyzing and researching corporate and customer complaints

New Blue Software end-user testing

American Water Company, Alton, IL

2002 to 2005

Interim Supervisor, 2003-2005; Customer Service Representative, 2002-2005

Supervised a team of 8-10 Customer Service Representative

Monitored calls for quality and assurance and provided necessary performance feedback

Planned, scheduled, and coordinated team meetings to motivate and keep employees informed on current policy and procedures

Prepared productivity statistic reports on a weekly basis for call center representatives and management staff

Resolved escalated customer inquiries and conflicts

Provided training for existing employees on new procedures and/or processes

Processed inbound and outbound customer inquiries via telephone, email, and fax

Efficiently resolved customer complaints

Daimler Chrysler, Fenton, MO

2001 to 2002

Assembly Line Worker

Maintained safe and clean working environment by complying with procedures, rules, and regulations

Documented actions by completing production and quality forms

Contributed to team effort by accomplishing related results as needed

Kept equipment operational by completing preventive maintenance requirements; following manufacturer's instructions; troubleshooting malfunctions; calling for repairs

Prepared work to be accomplished by studying assembly instructions, blueprint specifications, and parts lists; gathering parts, subassemblies, tools, and materials

Assembled components by examining connections for correct fit; fastening parts and subassemblies

Verifies specifications by measuring completed component

References Available Upon Request

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