MARY ANN C FRETZ

Jermyn, PA 570-***-**** ad24fk@r.postjobfree.com

OBJECTIVE

Enthusiastic, hardworking, dependable professional who delivers outstanding customer service. I have strong public relations, inbound and outbound call center management experience as well as excellent client relations and communication skills. I’m looking to retain a supervising role and utilize my leadership skills along with over eight years of quality customer service to motivate staff and production teams to improve productivity and meet organizational objectives.

EXPERIENCE

BELL TELEPHONE COMPANY OF PENNSYLVANIA

Inbound Contact Center Manager August 1986 to December 1994

Originally employed as a Directory Assistance Operator in an Inbound Call Center, my career elevated to Inbound Customer Service Representative and finally Manager. Over the years I gained valuable knowledge regarding Inbound Contact Call Center operations including hiring, onboarding, training personnel as well as implementing a Quality Service Department to monitor, coach and retrain personnel so all FCC compliance was upheld as well as Gold Star customer service standards were undifferentiated. I am experienced on CRM, Auto Dialer, IVR, as well as other various software programs. I was involved in the implementation of landline features such as three-way calling, call forwarding, caller id, call waiting, call block, and voicemail messaging. I also analyzed call center data, prepared reports for upper management, evaluated staff effectiveness and performance annually or on an at-need basis, led team meetings, gave presentations to executives, developed monthly, quarterly and annual call center goals and action plans as well as attended contract negotiations with union leaders and management.

THE PANTHER GROUP

Inbound Claim Intake Interviewer July 2020 to March 2021

During the COVID Outbreak, I was recruited for temporary remote work due to my previous employment history with Inbound Call Centers as well as my government clearance level. My job was to conduct interviews via phone or email with claimants to take initial, continued, or additional claims for unemployment benefits for the Washington, DC Unemployment Inbound Contact Center. I operated a PC with access to multiple programs to enter and retrieve data, modify records, process claims, and build a UC claim, as well as identify any issues affecting eligibility of claimants for benefits. I communicated with employers to gather, analyze, identifying wage types, and verifying wages to establish monetary eligibility. My work included processing claim adjustments, overpayments, disbursing funds for eligible claims within established timeframes, as well as identifying fraud and identity theft. My work was reviewed by an Unemployment Compensation Claims Supervisor through conferences, meetings, observation, and the evaluation of completed work for adherence to established laws, regulations, policies, procedures and standards. I also responded to questions and assisted claimants and employers regarding state and federal UC programs, laws, regulations, policies, and procedures. I utilized my experience with Microsoft Office Suite software for reporting and communicating with claimants and upper management.

LIBERTY TAX

Office Supervisor January 2017 to April 2022

Originally recruited as a Lead Tax Advisor due to my previous work experience with the IRS as an auditor, I elevated my career during this seasonal employment to Office Supervisor. I oversaw daily operations of multiple retail tax locations including meeting business objectives as set by the corporate office as well as IRS Compliance guidelines. I was responsible for recruiting and training all employees. I initiated the implementation of an Inbound Contact Call Center for the sole purpose of not only scheduling appointments, but to answer any questions, address any concerns involving personal and business taxes. This became my responsibility for staffing, training, scheduling, and sending prepared reports to the District Manager. I also had to maintain a weekly sales quota and maintain an 85% retention rate. At the end of my service with the company, my retention rate was a 93.5%.

IQVIA

Associate Manager, Inside Sales June 2021 to December 2023

Originally employed as a Quality Coordinator where I played a critical role in supporting the Client Service and Operations teams at PharmaSource (acquired by IQVIA) from a regulatory compliance and quality development perspective. I aided senior management in the identification, measurement and management of regulatory risk associated with the conduct of the company’s business. My career elevated to Associate Manager Inside Sales where I led an Outbound Teleservice Team with strong focus on outbound calling with the objective of supporting medical practices, product demonstrations, and closing business for our data solution. This contributes directly to top line revenue growth, enhance prospective relationships and increased volume of quality customer touch points. My responsibilities included but not limited to preparing and maintaining detailed documents in accordance with established Quality and Regulatory programs and managing auditing projects to ensure ongoing compliance. My tenure ended due to contract staffing cutback.

EDUCATION

Carrington College Veterinary Assistant

Received the Dean’s List award for maintaining a GPA 4.0 and academic excellence

Pennsylvania State University Business Administration

GPA 3.7

ADDITIONAL INFORMATION

References are available upon request.

More in-depth previous job functions can be discussed or provided upon request.

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