Customer Service Data Analytics
Resume:
CUSTOMER SERVICE DATA ANALYTICS ADMINISTRATIVE CASE MANAGEMENT
Accomplished and solutions driven professional with extensive experience in social security eligibility, customer service, applicant data analytics and communicating with customers effectively. Innovative thinker successful at cultivating relationships to optimize business success and growth. Visionary leader talented in evaluating organizational needs and identifying areas for improvement. Fluent communicator proficient at building productive relations with team members, clients, and management. Thrives in fast-paced, high-performance roles where creative problem solving, leadership, and a deep commitment to customer service drive success.
SKILLS & EXPERTISE
Communication
Customer Focused
Reimbursement
Financial Data
Cross-Functional Collaboration
Application Analysis
Federal, State, Local Regulations
Process Improvement
Training & Development
Invoicing / Billing
Cost-Reduction Strategy
Project Management
Policy Changes
Insurance Policies
Conflict Resolution
Troubleshooting
Eligibility Programs
PROFESSIONAL EXPERIENCE
PRODUCTION COORDINATOR
BERENDSEN FLUID POWER MAY 2023 TO PRESENT
●Exhibited competency in performing all functions involved in the planning and processing of internal work orders.
●Performing coordination for BFP branch operations
●Prepare work order packets
●Prioritize / schedule work orders for various teams
●Closing of completed work orders
●Calculating material and labor costs for repair / service work orders
●Provided customer service for Inside / Outside Sales
●Primary contact for updates on work order status
●Confirmation of parts availability
●Coordination of expedited work orders as requested
●Maintaining work order and quality records
●Ordering miscellaneous shop supplies
BRANCH COORDINATOR
BURKHART DENTAL SUPPLY NOVEMBER 2020 TO JANUARY 2023
●Communicates with clients, associates and vendor partners in a responsive, supportive & professional manner and delivers an Exceptional Client Experience with every interaction
●Responsible for branch recordkeeping, file and contact list updates and ongoing maintenance
●Arranges, schedules and coordinates travel and meeting functions
●Responsible for Supply Savings Guarantee program administration
●Supports coordination of parts & equipment receiving, tagging & staging
●Assists with processing of credits, RMAs and coordinates manufacturer warranty and factory repair
●Schedules shop repairs & coordinates with Service Coordinator
●Supported coordination of branch parts inventory & equipment rental process
●Monitors & records branch inventory, entering all changes in the sales aid tracking system (includes consignment and demo equipment)
●Maintains high level of confidentiality regarding company and client information
ELIGIBILITY WORKER
SAN FRANCISCO COUNTY DEPARMENT OF HUMAN SERVICES MARCH 2013 TO FEBRUARY 2020
●Facilitated applicants and participants in the understanding of public assistance programs applicable to Federal and State regulations, worked with 10-15 applicants daily in receiving benefits.
●Performed interviews for eligibility case determinations and redeterminations, for local, state, and federal assistance programs by interpreting applicable policies and procedures.
●Managed numerous assigned cases to ensure regulatory compliance and limits established by legislation.
●Analyze financial data and other information required for initial determination and for continuing eligibility.
●Reviewed and determined the level of benefits to which the client is entitled, recommend action to supervisor regarding participant case termination.
●Analyzed and reviewed computer-generated reports and cross reference data ensuring accuracy, resulting in accurate percentage of benefits usage.
●Collected and evaluated information obtained from clients and outside sources to determine eligibility.
●Evaluated and explained provisions and guidelines for various social services programs to eligible clients.
CUSTOMER SERVICE REPRESENTATIVE
ZOOM SYSTEMS SAN FRANCISCO, CA JANUARY 2012 TO MARCH 2013
●Managed 70 daily, providing information regarding products, services, take and enter orders, cancel accounts, and obtain details of complaints.
●Audited, approved, and processed an average of 25 monthly expense reports.
●Resolved price discrepancies and items billed by cross collaborating with other departments.
●Researched and managed complicated accounts providing comprehensive service to customers and assist upper management, increased customer satisfaction by 30%.
●Sorted incoming mail and faxes expediting urgent correspondence for immediate attention, resolving issues for customers.
●Provided positive feedback on areas for improvement and offered ideas on how to solve problems within the department as well as the company.
●Maintained a database of invoices and their payment status using Microsoft Excel, Word, and Microsoft Outlook.
●Coordinated with manager and quality control departments weekly to ensure high levels of service.
SENIOR CUSTOMER SERVICE REPRESENTATIVE
DOW JONES/MARKET WATCH SAN FRANCISCO OCOTOBER 2010 TO DECEMBER 2011
●Corresponded with 100+ clients and customers of financial news websites such as MarketWatch.com, BigCharts.com and VSE.com.
●Prepared and presented bi-monthly reports and cost plans to senior staff and various departments.
●Contributed to a continuous superior customer satisfaction rating by exceeding client expectations for service, product knowledge, efficiency, and professionalism.
●Optimized team performance by thorough coaching, development, feedback, and effective communication.
●Effectively implemented support/training and outstanding customer service to clients utilizing the web site for financial research assisting with questions regarding mutual fund tools, portfolios, stocks (equity/fixed income/OTC), investor tools, Reuters real-time news feeds, and technical support.
●Increased Efficiency by utilizing proprietary software and entering customer information into a computerized database.
●Instrumental in providing technical support and analyzing website business trends and traffic, identified problems, and conceptualized website tools to improve customer utilization.
PREVIOUS EMPLOYMENT
●Client Service Representative
The Regus Group, San Francisco, CA September 2008 to July 2010
●Customer Service Representative
Financial Freedom Senior Funding Corp, San Francisco, CA October 2006 to September 2008
●Customer Service Correspondent
Longview Fibre, Oakland, CA April 2005 to October 2010
●Personal Banker/Customer Service Rep
Bank of America, San Francisco, CA August 2002 to January 2005
●Member Service Representative
California State Automobile Association, Oakland, CA October 1999 to June 2002
EDUCATION
●Diablo Valley College-Art
●Laney Community College-Business
REFERENCES
Burkhart Dental Supply
Robert Kiddoo
Reginal Sales Manager
*******@**************.***
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