Customer Service Representative

Jerome Bagley

**** ****** ******

Baltimore, MD *1213

******@*****.*** 667-***-****

PROFESSIONAL SUMMARY

Administrative Support - Customer Service Representative - Assistant Project Manager

MS OfficeSuite - JavaScript/C++/MS Visual Basics/CSS/HTML

Developed a web page to update employees'/retiree’s dependent information.

Maintained an inventory of aircraft parts at a value of over $2.5 million.

Revamped an electronic filing system for the entire employees' benefit division.

Outstanding communications/relationship-building with non-profit organizations.

EMPLOYMENT HISTORY

Residential House Manager, New Vision House of Hope

Baltimore, MD

2013 - 2015

A non-profit organization that houses men/women/children who are either living with HIV, homeless, mental illness, or a substance abuse problem. The company does clinical case management and finds substance abuse treatment, mental health referrals, and permanent housing.

•Increased The number of financial grants by 3, which enabled us to buy more property to serve more clients.

•Produced effective housing resource pamphlets which produced 100% placement and added 4 new houses which advanced our program and reached our target population.

•Saved The organization's time and resources because of my multiple roles in the management of the program

•Achieved Valuable community outreach experience and built relationships with community organizations that referred clients to our program.

Mortgage Loan Officer, Savings First Mortgage

Owings Mills, MD

2005 - 2012

The mortgage finance company that helped new homeowners and existing homeowners. Underwriting all loans.

•Increased The number of loans in my pipeline by 75% in my first year.

•Produced At least 50 leads per week

•Saved The company approximately $30,000/yr by subcontracting telemarketers to my team.

•Achieved The highest earner for 6 months in a row.

Organic Chemistry Laboratory Assistant, Coppin State University

Baltimore, MD

2001 - 2004

Historically Black University produced the most African-American nurses and teachers.

•Increased The number of chemistry majors by 10%.

•Produced a research grant to study natural products and their effect on pharmaceutical drug design.

•Saved The university several thousands of dollars by designing a new electronic inventory system and installation of software packages in all the Natural Sciences laboratories.

•Achieved Outstanding Employee of the Year for my dedication to the students learning.

Customer Service Representative, BlueCross BlueShield of Maryland

Owings Mills, MD

2000-2001

Healthcare provider of health and dental insurance.

•Optimized The number of triaged calls by 50%.

•Reduced The number of computerized errors by 95%.

•Awarded The most effective customer service representative of the year.

•Introduced A new software to produce a computerized correspondence letter.

Employees Benefits Clerk, Baltimore City Employees Benefit Division

Baltimore, MD

1997 - 2000

City government division of the Department of Personnel. Handled all employees/retirees' health, dental, life, pharmacy, billing, and COBRA benefits. Utilized HRSS/SPSS and other human resources software packages.

•Generated a web page that updated employees'/retiree's dependent information.

•Introduced a new electronic filing system.

•Changed how we communicated with healthcare providers by designing an interactive website linked to each healthcare provider.

•Improved The in-house counseling session by creating a computerized sign-in sheet that automatically updated itself once the customer service representative begin working on their case.

Inventory Management Specialist, U.S. Air Force

Denver, CO

1991-1995

A member of the U.S. military.

•Awarded The responsibility for an inventory of aircraft parts valued at $2.5 million.

•Changed The inventory control mechanism by updating the existing system.

•Saved The U.S. Air Force approximately $5,000 a month by accurately managing the supply levels.

•Contributed Outstanding customer service with outside contractors.

EDUCATION

Baltimore Polytechnic Institute

1991

Engineering Science

High School Diploma

Coppin State University

1996-2000

Chemistry/Mathematics

Bachelor’s of Science

Wor Wic Community College

2008

Web Design

Certificate

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