Customer Service Representative

JEFFREY G. CLINE

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

Midlothian, Virginia 23113

Cell 804-***-****

E-Mail: **********@*****.***

Customer Relations & Service (Helping People)

Experience at providing support to individuals of various backgrounds and levels with problems ranging from customer business service issues, such as billing, account reconciliation and supply management to personal issues involving career choices, time management, disciplinary actions and health emergencies.

I welcome the accountability that comes with the responsibility for all facets of customer service and I enjoy the activities involved in assisting people through new and difficult situations, either as individuals or as a group.

My experience in various positions, including Customer Service Representative and Sales Account Manager, have afforded me the opportunity to combine empathy, vision, planning, and communications in a wide range of situations involving both personal and business issues.

SKILLS AND QUALIFICATIONS

Experience in working with people in a variety of situations

Strong communicative skills and team builder/player

Resolving conflicting issues involving single or group environments

Problem analysis and negotiating conflicts

Strong desire in making a difference in people’s lives

EMPLOYMENT HISTORY AND HIGHLIGHTS

April 2022-Present Plamor Pools, Mechanicsville, Virginia

Service Manager

In charge of daily operations including printing work orders for the Technicians jobs the following day whether it be a pool opening or closing, Sand changes, pump replacements, Sand filter replacements, leaking issues with their pool or plumbing leaks around equipment/ not running efficiently.

I would send out Quotes for Heaters, pumps, Sand Filters and Salt Systems (Hayward/Jandy Brands), upsell products to improve the pool systems.

I would work hands on with the scheduler to make sure we don’t over book the Technicians especially during our peak season April through August.

Received phone calls answering and troubleshooting any issues the customer may be having with any equipment, or if they need special parts ordered after Technician went out and fixed issue but found more problems that were occurring. Or if they required a part that they did not have on their truck or if a brand we don’t sell that customer bought somewhere else.

Help pull orders in the warehouse if we were short staff to ensure they would be ready for the next day jobs, help unloaded carriers with deliveries and check to see if damaged or all items were shipped.

Stock inventory parts in right locations in warehouse and store. Assist customers in store with questions about products, how they work and what the difference is compared to what they have already.

February 2019 – April 2022 Blueridge Product Solutions, Richmond, Virginia

Logistics Manager/ Warehouse Manager

In charge of the daily operations including printing orders, vendors, BOL’s for carriers, data entry with company information updates and inventory control. Dealt with the owner on daily conference meetings with Amazon, Chewy. Com and WWS (music company which we housed their supplies).

Load carriers and invoiced the companies for the product they picked up.

Forklift certified by ABCO Industrial good for three years

In charge of Amazons FBA’s making sure specs, dimensions and labels were correct before being loaded on carriers.

Routing/ tracking shipments to ensure product reaches proper destinations.

Helping warehouse associates with any order or label issues.

March 2017 – January 2019 Allianz Global Assistance, Richmond, Virginia

Travel Claims/ Examiner- Customer Service Representative (2017-Present)

Received inbound calls dealing with multiple claims involving a variety of reasons including: cruise lines, Rental car Accidents, Airlines and Event Cancellation.

Clients filing claims due to the event unable to take trip, tour, vacation for miscellaneous reasons for example: Death of family member, injured of the insured, trip cancellation/ trip interruption, Miss Connection/ Delay, Baggage loss or Delay.

Explained policies they have taken out to protect in case something unforeseen occurs, status and stages of the process also whether the claim has been approved or denied based on reason and policy coverage.

Received 24 awards in less than 3 months for excellent customer service and going over and beyond to satisfy the outcome of the claim for the client.

Had to help with escalation calls and try to resolve situation without having supervisor have to make call backs to the client when usually can resolve issue or problem on hand.

2015 – March 2017 Express Scripts (Concentrix), Richmond, Virginia

CRD (Customer Resolution Department) - Customer Service Representative (2015-March 2017)

Received early promotion from BOT, for superior customer service

Provided customer service and first contact resolution for large population of medical practices, including physicians, nurses and support staff, resolving issues encompassing billing, credit and payments and general service

Applied strong communication skills and analytical abilities to identify and resolve a myriad of customer problems and complaints revolving around rejected claims and reimbursements

Verified benefit plans with 1,000’s of customers and 100’s of insurance companies, ensuring more effective and easier handling of approved medications

Worked well both independently and as a team member; created environment which allowed a broader team involvement

Utilized sound listening and other interpersonal communication skills which enabled the establishment of a high level of rapport with individuals at all levels and with diverse backgrounds

Awarded numerous commendations for increasing efficiency and decreasing call resolution times between medical practices, pharmacies, insurance companies and the customer/patient

Performance reviews done on a daily basis by HR and the Team leaders listening to live calls which you had to maintain a 94% average or higher daily to meet companies standards, average each week was 100% accuracy for me winning 3 awards after being on floor for two days out of training.

BOT (Senior Customer Service Representative (February 2015)

Provided explanation and education materials to customers reference their medical/health plans and benefits included

Assisted 1,000’s of customers with issues surrounding web registration, Smart 90 and Worry Free refills programs which enabled customers to more effectively manage their own medication programs.

(Patient Care Advocate) (November 2015)

Dealt with 25 plus Doctor offices and 81 office staff personal on daily basis (RN, LPN, MA, and Receptionist), winning 15 awards for excellent services provided

Responsible for handling 100’s of credit card payments each day, working directly between customer and the applicable benefit plan to resolve issues and explain resolution to customer

Expedited medication shipments to customers, covering lost in mail, short term supply, etc. issues; decreasing and/or eliminating interruption in prescribed therapies

2013 – 2014 Cuore, Richmond, Virginia

Sales/Marketing Account Manager)

Received inbound customer inquiries from throughout the United States, Puerto Rico and Canada, reference promotional products as seen on television and or heard over the radio

Provided detailed explanations and guidance on each product in question, while also enabling customer to take advantage of additional services, products and discounts

2013- 2014 Jiffy Lube, Richmond, Virginia

Customer Service Advisor

Responsible for greeting customers upon their arrival at the facility, explaining manufacture’s recommendations and increased sales, which led to a promotion and relocation to underperforming site

Assisted with the turnaround of a location which was underperforming and in the red for many months, enabling site to become profitability with a single quarter

In charge of invoicing, handling payment methods for all services provided as well as explain what was done.

2011- 2013 UPS Corporate; Richmond, Virginia

Inside Sales Account Manager

Responsible for the Northeastern United States territory including: New York, Maine, Massachusetts, Vermont and New Hampshire serving and explaining sales opportunities with over 500 accounts plus some million dollar executives.

Used cross functional resources to implement direct marketing resulting in bonuses in three categories for 9 months with high pay out’s which were responsible Revenue, International, and Non-responsible revenue.

2006- 2010 Food Lion Distribution; Midlothian, Virginia

Frozen Food Manager

With minimal supervision, directed and managed all functions of the diary, frozen foods and meat departments, winning 4 awards within 5 months for customer relations and superior customer service

Worked closely with vendors to build attractive Holiday/ Seasonal displays for merchandising their products.

2000- 2006 Capital Electric Company; Richmond, Virginia

Electrician Assistant

Supervised large commercial and residential projects, encompassing new installations and replacement of existing equipment

Continued internal education, training and certifications to stay ahead of an evolving industry with new product releases increasing value to the company and the clients. Interpreting electrical/ Mechanical schematics, blueprints, diagrams implementing vast knowledge to solve complex electrical problems across the board.

EDUCATION

ECPI College of Technology, Richmond. Virginia

Virginia Polytechnic Institute, Blacksburg, Virginia

East Carolina University, Greenville, North Carolina

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