Customer Service Call Center

Dear Hiring Manager:

I was interested to see your job posting for Customer Service, and would like to learn more about this opportunity.

I have extensive experience in the Customer Service Department for companies such as The Bowen Group - Comcast/Xfinity - Desert Rose Medical - Diabetes Specialty Center - Evolution Management Systems along with other companies through staffing agencies such as Prince and Perelson - Spherion - Strategic Staffing - Aerotek Staffing. I have 14+ years of experience in Customer Service, Billing, Sales and feel that my Management and Customer Service Skills would be an asset in this role. Thank you for your time and consideration. I hope to have the opportunity to discuss the opening with you in person.

Sincerely

Rex Tuaitanu

Rex M Tuaitanu

8536s 2700w - West Jordan Ut, 84088

(H) 385-***-**** (C) 385-***-**** Email: *************@*****.*** Professional Summary

Experienced Customer Service professional. Able to handle a high volume of customer calls in a fast paced environment, with minimum supervision, while maintaining emphasis on the highest quality of customer service. Excellent listening skills, oral and written communications. Comfortable interacting with all levels of the organization and public. Excellent problem solving and negotiating skills. Able to make decisions independently and quickly with minimal escalations. SKILL HIGHLIGHTS

Billing/Collections

Computer Networking

Customer Relationship Management

Customer Service

Customer Support

Multilingual (French,Tahitian,Samoan,Tongan,Maori) Sales

Shipping and Receiving

Supervisor

Warehouse

Forklift

WORK EXPERIENCE

The Bowen Group ( Sept 2019 - Current) - SUPERVISOR Manage team of 10-15 Agents

Monitored workflow to ensure tasks are completed within timeline standards. Monitored call traffic and made adjustments based on call center traffic patterns. Performed weekly quality assessments of Agents and provided timely feedback. Assisted team in obtaining and maximizing accuracy and productivity. Maintained proper employment levels through selecting, interviewing, and training Evaluated individual performances, determined trends, analyzed strengths and/or weaknesses to develop training programs for improvement

Comcast/Xfinity (Oct 2015- Jun 2018) Customer Service/Billing/Collections (Team Lead) Managed team of 12-14 Collection Agents

Monitored workflow to ensure tasks are completed within timeline standards. Monitored call traffic and made adjustments based on call center traffic patterns. Performed weekly quality assessments of Agents and provided timely feedback. Assisted team in obtaining and maximizing accuracy and productivity. Desert Rose Medical (Dec 2014- Oct 2015) Biller/Customer Service (Supervisor) Managed team of 11 Agents

Addressed claims related issues, concerns and escalations from insurance providers and/or members. Monitor the quality of work of the team as they provide medical facilities, insurance providers and members with routine information regarding effective dates of coverage, claims history, deductible and coinsurance amounts, and general benefit information. Diabetes Specialty Center (Nov 2011- Dec 2014) Customer Service (Floor Manager) Supervised team consisting of 12 CS Reps

Performed special project assignments from time to time, such as research work and obtaining special authorizations

Check work at frequent intervals to ensure accuracy and compliance Coordinate workflow and schedule daily activities

Assist teams in obtaining and maximizing accuracy and productivity Addressed claim related issues, concerns and escalations from insurance providers and/or members Evolution Management Solutions (Jul 2009- Nov 2011) Sales/Customer Service (Team Lead) Supervised 3 teams of 9-11 Agents/Closers.

Train and educate clients and team on qualifications/ stipulations of loans and grants Managed and improved operational processes, policies, and systems in support of the organization’s mission and to improve efficiency and quality

Maintained proper employment levels through selecting, interviewing, and training Evaluated individual performances, determined trends, analyzed strengths and/or weaknesses to develop training programs for improvement

Musician's Friend, Inc. (Feb 2008 - Jul 2009) Customer Service Answered and directed calls daily, with set goals including selling plans, managing customer accounts, responding to service queries, and cancelling accounts Home Bistro (Oct 2007 - Feb2008) Warehouse Manager Small Warehouse Operation

3 - Forklift Operators

15 - Packers

4 - Loaders

Managed daily operations of end to end fulfilment process of receiving, put-away, picking and packing, shipping and returns handling

EDUCATION

High School Diploma - Bingham High School - 2001

SNOW COLLEGE – SALT LAKE COMMUNITY

2005 – 2008 : ASSOCIATES ( Business)

REFERENCES

1.Eddie Fui: 801-***-**** 2. Sean Olsen: 801-***-**** 3. Gwen Tupolo 801-***-****

Contact this candidate