GRANT SERGI

***** ****** ***** **** ********, TX 77584 614-***-**** aczhh1@r.postjobfree.com

CUSTOMER SERVICE PROFESSIONAL

Highly motivated, dynamic professional with a Bachelor’s degree in Communications and more than 10 years of progressive experience in account development and support, client services, facilities operations, and technical operations in the healthcare and insurance industries. Highly skilled in applying strategies to successfully develop and maintain lucrative relationships. Precise and detail-oriented with proven skill in managing a large volume of customer inquiries and facilitating multiple assignments in deadline-driven environments.

AREAS OF SKILL

Impeccable Service Delivery

Cross-functional Team Work

Issue Analysis & Resolution

Deadline & Goal Attainment

Excellent Communication Skills

Organization & Prioritization

Strong Interpersonal Skills

Public Relations/Marketing

Team Training/Coaching

PROFESSIONAL EXPERIENCE

UNIVERSITY OF TEXAS MD ANDERSON CANCER CENTER Houston, TX 02/2013 – Present

Monitoring Services Dispatch Coordinator

Monitor and respond to alarms and institutional emergency situations, including campus and weather conditions. Provide support to customers requesting assistance with various facility service requests. Receive, schedule, and process work orders as well as answer emergency elevator phone calls.

Ranked #1 in productivity out of 15 team members for processing and executing 1800 to 2200 work orders and phone calls as well as 250 to 300 critical alarms monthly in April, May, and September 2016.

Honored with two Peer Appreciation Awards for going above and beyond the normal scope of work and acting as key resource to an outside department.

Recognized by supervisor as a consistent excellent performer with the ability to establish goals and ensure results are delivered on time and with high quality.

Selected by facilities director to represent team in Frontline staff meeting.

Acted as a communication triage for Facilities Maintenance Groups when needed.

Developed technical briefings on safety and emergency preparedness.

Successfully completed courses in Organizational Communication, Time Management, and Planning for Change.

UNIVERSITY OF HOUSTON Houston, TX 08/2011 – 02/2013

Facilities Dispatcher

Received, recorded, and dispatched verbal and written orders from departments to service crews for maintenance and repair work. Responded to incoming and escalated service issues and facilities requests. Processed campus key requests, including updating key request forms, issuing keys, and monitoring inventory and distribution.

Achieved highest productivity out of five team members for processing and executing 1000+ work orders and phone calls monthly from May to August 2013.

Selected to serve as team liaison for new software conversion and train four coworkers on new database.

Maintained call quality by providing customers with accurate information in a timely and professional manner.

Participated in Emergency Management training as well as Facilities Management Collaboration Academy courses to increase knowledge, communication, and interactive skills.

GRANT SERGI PAGE TWO

PROFESSIONAL EXPERIENCE, continued

NATIONWIDE INSURANCE Dublin, OH 08/2006 – 07/2010

Commercial Processor

Reviewed and processed commercial and specialty lines risks in accordance with established procedures and best practices. Performed necessary rating and coding for quotes, new business, renewals, and policy changes. Processed agent and policyholder correspondence and related documentation.

Minimized errors by reviewing and submitting materials for completeness and accuracy, following up with agent and underwriting division.

Maintained working knowledge of state-specific processing procedures and processing systems, pricing guidelines, eligibility, and team concepts.

Determined appropriate premium calculations and policy master file revisions through use of coding manuals and materials.

CLEVELAND BROWNS Cleveland, OH 07/2006 – 07/2010

Game Day Staff Representative – Fan Relations Department

Provided customer service and conflict resolution to ticket holders both in-person and via telephone. Provided box office coverage for non-Browns events.

Assisted ticket office on game days through will-call and window ticket sales; updated customer accounts in ticketing system as required.

Conducted fan surveys and provided feedback using an electronic personal device assistant.

PREVIOUS EXPERIENCE

Customer Service Specialist, The Wasserstrom Company, Columbus, OH (2004 – 2006)

Recent Change Memory Administration Center Specialist (RCMAC), SBC, Indianapolis, IN (2001 – 2004)

VOLUNTEER WORK

MD Anderson Cancer Center - Pediatric Outpatient Unit, Houston, TX (2013 – Present)

Caregiver of newborns and adolescents in a hospital setting.

Nationwide Children’s Hospital - Hematology/Oncology Unit, Columbus, OH (2007 – 2010)

Caregiver of newborns and adolescents in a hospital setting.

Nationwide Children’s Hospital - Hematology Camp, Columbus, OH (2008 – 2010)

Camp Counselor for children ages 6-18.

COMPUTER SKILLS

Knowledge and application of Microsoft Word, Excel, and PowerPoint, PeopleSoft, Epic, AS400, Everbridge, and FAMIS.

EDUCATION

Bachelor of Science in Human Development and Family Science, Child and Family Studies with Emphasis in Child Life, The Ohio State University, Columbus, OH (03/2010)

Bachelor of Arts in Communications, The Ohio State University, Columbus, OH (12/1999)

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