Customer Service Representative

CURTIS RICHARDSON

**** *** ****** ** **********, IL 60586 773-***-****

******.****@*********.***

SUMMARY

An adaptable service oriented individual who is a team player, and who also works well independently.

Possess expert work history in customer service and advance educational qualifications in Mental Health Counseling. A trustworthy listener that thrives on meeting expectations of social services. A tenacious problem solver with research and counseling experience, and solid communication skills.

Noteworthy organizational skills include: detail oriented, critical thinking, troubleshooting, negotiating, and interacting well with others. I am a highly-motivated self-starter who multi-task very well. My primary strengths are administrative support and working with clients/customers, meeting their needs and expectations. I am proficient in Microsoft Word, Excel, Outlook and Power Point.

PROFESSIONAL EXPERIENCE

KAI Advantage Auto, Elk Grove Village, IL November 2003-January 2017

Customer Service Representative II/Underwriting Clerk

Experienced in assisting customers to resolve billing questions while processing work; responsible for distributing work and accounting duties

Compiles data and performs routine clerical tasks to relieve Underwriter of minor administrative detail, using knowledge of underwriting and policy issuing procedures

Reviews correspondence, records, and reports to select routine matters for processing.

Assists Insureds and Agents, in a timely manner, with billing and policy inquiries

Answered phone calls, verified information, received endorsement requests, made modifications, payments, and inputted sensitive information into the computer database

Distribute work to team members and electronically deposit incoming checks for the Underwriting department

Communicated professionally and effectively in various departments and upper management

Participate and advise management in developing policies, plans, standards, and programs related to auto insurance.

Reviews and resolves unusually difficult, complex settings, and sensitive problems, issues, and cases involving all auto insurance programs.

Trained Auditors in the electronic check deposit process and mail distribution process.

Receive and maintain records of all incoming checks for the Claims and Underwriting department.

XEROX CAPITAL SERVICE, Des Plaines, IL August 2000-September 2002

Billing-Contracts Specialist

Audited packages from the Client Support Coordinator (CSC) team on the West Coast Region, resolved billing issues; updated correspondence files; Multi tasked and prioritized using computer software

* Reviewed and processed contract - billing packages in a timely manner

Interacted regularly with the Contracts Department to insure accurate billing practices

Consulted manuals to determine rate classifications and assigned rates accordingly

* Used People Soft, Excel, and Microsoft Outlook to process and log billing

Proficient in database entry, Accounts Receivable and customer service

* Communicated by phone and email to CSC’s, regarding billing packages

* Drafted letters to inform the CSC’s of packages that needed to be sent for processing

Reviewed, analyzed and interpreted agency guidelines to apply the appropriate payment standards for various business accounts

Experienced in communicating both orally and written to senior management officers to address billing concerns as they related to company policy.

Monitoring and oversight of billing West Coast Region consisting of 500 fleet accounts.

VOLUNTEER SERVICES

ARMY NATIONAL GUARD, North Riverside, IL September 1987-September 2000

Sergeant/Squad Leader

Carried out and gave instructions to enlisted soldiers

* Communicated with personnel of various levels to maintain accountability, taught skills to assist team’s ability to accomplish missions

* Counseled squad members individually about work and personal concerns which enhanced performance and strengthened morale

* Taught new and experienced enlistees how to drive and maintain oversize vehicles which helped preserve equipment and develop necessary skills

Completed seven years in ADP Section which entailed some programming and processing payroll checks.

ROCK CHURCH, Chicago, IL December 1993-March 1996

Youth Leader

Counseled and taught troubled youth to establish acceptable standards of behavior

* Prepared and taught lesson plans to youth on constructive methods of living which enhanced ability to make good decisions

* Counseled youth individually about personal issues which helped with parent/child relationship

WMBI PHONE LINE, Chicago, IL January 1998-May 2000

Counselor

Counseled struggling callers over the telephone

* Empathized, listened and adapted to callers’ needs, offering a more hopeful future

* Received responses from callers, reporting good results, or requesting more help

PATHWAY BAPTIST CHURCH October 2001-November 2003

Youth Assistant/Small Group Coordinator

Assisted with building positive practices in the youth and used small group discussions with youth adults to strengthen morale

Encouraged youth participation in various church activities and outings

Used various biblical topics to encourage effective methods of overcoming adversity

Assisted with various church projects, including maintenance and security

EDUCATION & TRAINING

Capella University- Minneapolis, MN, MS Degree (Mental Health Counseling, 2016)- CACREP Accredited-GPA 3.95

Completed Residency 1 & 2 gaining hands on experience in Clinical Counseling

Completed 1 year Internship at Will County Health Department, December 16, 2016

Moody Bible Institute - Chicago, IL, BA Degree (Pre-Counseling Major, 2000)

* Observation Counseling Fieldwork at Riveredge (Psychiatric) Hospital - Forest Park, IL

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