Customer Service Team Leader

Emily M. Aven

**** ***** ** *******, ******** ***03 Phone: 989-***-**** E-Mail: *********@*****.*** Objective

To obtain a challenging position with a progressive organization where I am able to fully utilize my leadership, customer service and communication skills.

Experience

YMCA of Saginaw April 2009 – September 2015

Over the years, I have filled various different roles at the YMCA of Saginaw including: Receptionist, Birthday Party Coordinator and Program Enrollment Specialist.

• I worked as a receptionist at the Welcome Desk, which involved many different tasks including: selling and starting memberships, answering and transferring phone calls, registering members for various Y-programs and assisting them with any issues/needs they may have. Multitasking and patience are must- haves for this job. Every moment of the day involves customer service.

• As the Birthday Party Coordinator, I scheduled and planned all birthday parties at the YMCA of Saginaw.

• I also served as the Program Enrollment Specialist. This position involved working closely with our department managers in order to help plan, market and carry out programs at the YMCA. I input necessary information into our computer system, allowing members to register for said programs. I was also responsible for processing and approving all financial aid applications for our summer resident camp, Camp Timbers in West Branch, Michigan. I assisted Camp Director, Alison Ginter, by handling all registrations, etc for Camp Timbers. This position also included participating in multiple committee meetings each month where I would take, type and send out meeting minutes to committee members following the meetings. These committees included our Program Committee, Marketing and Membership Committee, and Camping Services Committee. Morley Companies August 2014 – November 2016

• Market Research - I worked on multiple projects during my time with Market Research. These projects include: Honda, Acura, French Toast, BCBSM Data Breach, BCBSM Welcome Calls and URMBT inbound/outbound. I have also assisted Team Leaders in training new agents for various blue cross projects as well as supervising temp agents on GM and AC Delco projects. I also had the pleasure of interviewing a few of the temp agents we were interested in bringing onto our team.

• Blue Cross Blue Shield – MA Servicing – In this department, I serviced Blue Cross Blue Shield of Michigan Medicare Advantage members. These members may call with questions regarding their prescription drug policies; others may call with regards to their medical policy. I also assisted our Individual members with their medical polices. These members often call regarding medical claims, which I investigate for them to make sure they were billed correctly. We also take calls from Hospitals and Doctor offices regarding the member’s benefits and eligibility and prior authorization requests. As a Lead Agent in this department, I assisted fellow agents with any questions or issues they may have during my scheduled time. 2

Charter Communications November 2016 - Present

• My time with Charter Communications is spent in our dispatch office. This includes various responsibilities. We route our technicians to their worksites for the day, as well as take inbound phone calls from technicians out in the field and assist them with any issues they might have on the job. This can include adjusting work orders by adding or removing services as requested by the customer. It can also include cancelling work orders or rescheduling them. We also take escalation calls from customers who have lost some or all of their services. We reach out to these customers and get a technician sent out to them to correct their issues. Education

Valley Lutheran High School August 2006 – June 2010 General College Prep

Delta College August 2011 – April 2012

During my time at Delta, I studied Photography and Business Management. I plan to go back to Delta in the future and continue towards my degree.

Skills

I believe I have exceptional people skills. I enjoy helping others and strive to solve any problem a customer might have. I enjoy learning new aspects of any job and I am always looking for a way to be productive. I have worked in customer service for the last 8 years, which during that time I have learned how to deal with a very diverse customer base. I enjoy the office atmosphere and pride myself in my attention to detail. References

Ann Helmer: Long time family friend, 989-***-****

Doug Temple: Membership & Marketing Director - YMCA of Saginaw, 989-***-**** Julie Smith: Family friend, 989-***-****

Alison Ginter: Former Camp Director - YMCA of Saginaw, 989-***-**** Stephen Koch: Former Team Leader – Morley, 408-***-**** Jennifer Herrick: Former Team Leader – Morley, 989-***-****

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