Customer Service Representative

Judi C Keck

815-***-**** ****.****@*****.***

PROFESSIONAL EXPERIENCE:

Würth Baer Supply, Vernon Hills, IL. 2017- 2021

Customer Service

Answer incoming phone calls and emails regarding orders,

Take orders over the phone, email and fax, quotes.

Returns, Credits and Refunds

ZORO, Buffalo Grove, IL 2011 – 2017

Customer Service

Answer incoming phone calls and emails regarding orders.

Take orders over the phone, email, fax, returns.

Train new associates

Contact for Carriers to get information that is missing on shipping labels / freight bills

Outbound calls to customers for verification of orders, shipping addresses.

Notify customers of items on back order beyond 10-day time frame.

Quotes and product research.

Monitor call volumes

Assured Metrics were met

Helped compile employee training manual

Stopped Fraudulent purchases

Implementation of processes for streamlining email requests

Hewitt Associates, Lincolnshire, IL 2005-2010

Team Manager/Customer Service Representative

Handled daily supervision of operations, staff supervision, training, coaching and development for a team of 6 permanent and 30 contract benefit enrollment specialists, Subject Matter Expert Facilitator for training

Held staff accountable to performance measures, instituted disciplinary measures when appropriate, tracked performance goals and conducted timely and professional employee reviews monthly

Sought out opportunities to improve level of service by embracing new strategic initiatives: upgrades to the phone system and staffing charts.

Handled escalated calls from participants regarding health and other benefits

Walked participants through enrollment process online

Served as liaison between participants and insurance carriers

Performed other duties as assigned

Ensured that call expectations are met at all times

Participant of the Engagement Team

Managed a team of 19-60 benefit enrollment specialists

Helped with implementation of new service dependent audit

Monthly one on ones with team for quality

Cost control analysis

Completed Hewitt's LEAN training course

Follow Best Practice Rules

Diversity Training completed

Prime Source Health Care, Deerfield, IL 2003- 2005 Accounts Receivable Assistant

Handled the billing to first and secondary insurance (Medicare, Medicaid, and private insurance)

Handled private pay billing

Assisted with other special projects as needed

United Stationers & Supply, Des Plaines, IL 2000-2002

Customer Service Specialist

Handled all incoming calls and took orders via phone, fax, and e-mail

Managed order tracking, quoted prices, conducted product research and light data entry

Resolved customer problems, credit and debit requests, and logged all calls appropriately

Trained new employees on company policy of phone etiquette

Quoted prices and conducted product research

Worked overtime to make sure projects were completed on time and so that customers received their answers in a timely matter

Illinois Center for Progressive Medicine, Chicago, IL 1998-2000

Office Manager

Handled general office and clerical duties

Handled accounts receivable/payable

Scheduled appointments and assisted with patient inquiries

Conducted inventory

Assisted with medical billing

Revised filing system that eliminated missing files

Implemented a checklist for inventory control in addition to a weekly checklist for expired medications per insurance regulations

Education:

National Education Centers: Bryman Campus Chicago, IL.

Certified Optican

William H. Taft – Chicago Il

General Studies – High School Diploma

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