Human Resources Customer Service

Richard Puszczewicz

** **** ***** ******, **** *H, Chicago, IL 60611 502-***-****

Results-oriented, enthusiastic professional with confident decision-making capabilities. Goal-oriented leader who values achievement, honesty, and integrity. Strengths include effective communication skills, leadership, and organizational skills.

Verbal and Written Communication Skills

Customer Service Focused

Multi-Tasking

Strong Organizational Skills

Computer Skills

Microsoft Office Proficient

PROFESSIONAL EXPERIENCE

Rideshare/Delivery Driver, Louisville, KY 12/14-present

Contracted with Uber and Lyft

Operated as an independent contractor for rideshare transportation companies, completing over 20,000 passenger trips

Achieved a 4.99 rating on a 5.00 scale

Maintained a clean and safe vehicle and professional experience for my passengers

Maintained a 99% acceptance rate while operating on 3 platforms simultaneously

ADP, Louisville, KY 12/16-08/18

Total Absence Management Specialist/Human Resources Partner

Handle in-bound calls from employees, human resources business partners, and field escalation calls. Tasks included training phone representatives on new client requirements, tracking performance of representatives, and staffing an upper tier escalation resolution line

Facilitated the Leave Administration for FMLA, short-term disability and ADA

Facilitated Leave Administration in accordance with requirements of state laws throughout the US

Assisted with resolutions for employees with denied or delayed applications to ensure compliance with Department of Labor Standards

Time Warner Cable, Louisville, KY 03/13-05/14

Retention Representative 11/13-05/14

Handle in-bound calls from TWC customers regarding cancellation of services. Tasks included persuading customers to remain with TWC and offering additional TWC products and packages.

Consistently exceeded departmental revenue maintenance goals

Consistently reached highest MRR tier

Assisted with retention calls for 2+ yrs prior to moving full time to the retention dept.

Customer Solution/Retention Floorwalker 09/13-11/13

Assist Retention Representatives with procedural issues and help them find more effective ways of creating R3 solutions. First point of contact for assistance in answering questions, assisting with customer escalations, and instructing Retention Representatives on how to better navigate through KEY and ICOMS.

Substantially reduced departmental work order error percentage

Innovative customer solutions strategies

Insight Communication, Louisville, KY 12/08-03/13

Customer Service Representative I

Handle in-bound calls from Insight customers regarding billing and cable troubleshooting. Tasks included offering additional Insight products and upgrades to each customer.

Resolve customer complaints

Trouble-shoot technical issues

Sales to existing customers

Insight Communication, Louisville, KY 5/08-12/08

Direct Sales Representative

Residential sales of communication services including video, broadband and telephone. Responsible for sales, collection of funds, scheduling, and basic installation

Conduct field audits

Direct sales

Installation

Mr. Tomato Head, Sarasota, FL 5/97 – 8/07

Owner, Retail Market/Wholesale Supplier

Owned and operated natural food markets specializing in produce, organic foods, and bulk foods. Generated combined gross annual sales of $1,650,000 at three retail locations and our wholesale warehouse. Participated in all aspects of small business ownership with emphasis on inventory control, purchasing, wholesale and retail sales, and employee supervision. Retail stores were sold in May 2002.

Phone Solicitation of businesses to generate wholesale accounts

Purchasing decisions included negotiating prices, adjusting projected needs based on quality and availability at point of purchase.

Reputation for exceptional customer service and quality

150-200 miles daily for wholesale warehouse pick-ups and multiple deliveries to restaurants and retail locations

Scarborough Research, Sarasota, FL 6/02-9/05

Survey Data Collector

Conducted randomly dialed telephone interviews using computer-assisted telephone interviewing that covered respondents radio listening, newspaper reading, general television viewing and general internet usage.

Selected in top 10 of over 150 interviewers to conduct special topic interviews on insurance/investment, Starbucks consumer opinion, Nielsen consumer spending, and Nielsen anticipated movie attendance including parent-supervised child telephone surveys.

Conducted telephone surveys with businesses including hospital accident reporting protocol, small retail business scope of capabilities, and investment banking services on behalf of Westpac

University of Louisville, Louisville, KY 5/95 - 5/97

Adjunct Professor, Dept. of Communication/Dept. of Political Science

Taught courses on American Government, Statistics, Speech Communication, and Computer Mediated Communication, and Public Speaking. Class sizes ranged from 25 students to lecture groups of 500+ students.

Rated in top ten percentile by student evaluations.

Declined offer of permanent appointment to pursue business opportunity.

University of Louisville, Louisville, KY 6/94 - 5/97

Assistant Forensics Coach

Directed and participated in topic research and argument formulation for the nationally ranked University of Louisville Debate Team.

Provided administrative support on budget, travel, and requisitions.

Obtained public and private financial grants for Forensic team.

Monitored the academic progress of 12 college students.

University of Louisville

Alumni/Development Center, Louisville, KY 1/94-5/94

Fundraiser

Contacted University of Louisville Alumni to solicit donations for various University departments, including the Athletic Department.

EDUCATION

University of Louisville Political Science

Louisville, KY

Honors Thesis: Environmental Justice: Competing Forces in Environmental Advocacy

Post-graduate studies focusing on Political Communication

AWARDS/MEMBERSHIPS

Koeppler Award for Outstanding Political Science Senior

Overall Best Senior Honors Thesis-University of Louisville

Pi Sigma Alpha Honor Society

Golden Key National Honor Society

National Forensic League

Dean’s List

Dean’s Scholar

Commonwealth Scholar

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