Manager Customer Service

GREGORY DOBSON

Irvington, NJ ***** 973-***-**** ***********@*****.*** linkedin.com/in/gregory-dobson

CUSTOMER CARE SUPPORT SPECIALIST CALL CENTER REPRESENTATIVE

Customer-oriented, solution-driven professional with experience supporting customer relations, onboarding and training for employees, vendors and contingent workers to help optimize human resources functions in high-profile, high-volume financial and insurance environments. Provided excellent communication, interpersonal, problem solving abilities and superior telephone and email etiquette to my customers. Some key competency areas include:

Customer Relations

Global Workforce Security

Onboarding

Training/Training Materials

Microsoft Office, Outlook

ID-Owner

Beeline

Ariba

Compass Supplier Onboarding

ID Vault Audit Data Query

Gredl Global Estate Data Library

Case Management Database tool (CMDB)

HP Service Manager

RSAM System Access Manager

PROFESSIONAL EXPERIENCE

JP Morgan Chase, Jersey City, NJ 8/2013- 8/2019

Contingent Worker Operations

Supported vendors and assignment sponsor in the onboarding of new/returning contingent workers.

•Received and addressed 50+ vendor inquiries by phone and email, daily, maintaining highest level of service and ensuring clarity, speed and accuracy in answers.

•Created and managed standard ID for contingent workers, assuring prompt accessibility to internal systems.

•Trained vendors and stakeholders in standard company processes to facilitate onboarding.

•Developed, built and nurtured relationships with stakeholders and vendors to ensure successful business transactions.

•Liaised with Global Security to conduct background checks and help verify validity of all contingent workers in compliance with company and government regulations.

•Ran daily ad hoc reports for the team.

•Provided virtual soft skills training, quarterly, to help promote professional development and best practices in areas such as empathy, effective communication and customer service, upholding company integrity and values.

Blue Cross-Blue Shield of NJ, Newark, NJ 4/2012-4/2013

E-service Helpdesk

Responsible for fielding customer inquiries via phone and email and reviewing computer systems and/or other reference materials to complete verification process.

•Responded to, researched and resolved customer, vendor and physician inquiries, maintaining confidentiality, professionalism and accuracy, and consistently resulting in caller satisfaction.

•Utilized resources to quickly and efficiently resolve/redirect inquires, according to prescribed departmental process.

•Verified insurance packages utilizing UCSW, UIDP and TPX mainframe systems.

•Performed testing, including User Acceptance Testing (UAT).

Weight Watchers International, New York, NY 11/2011-4/2012

Call Center-Customer Support

Performed 100% phone support for centers and supported proprietary software for employees and members.

•Utilized Go To Assist and MS Remote Desktop to troubleshoot WW software issues.

•Handled tickets and emails to ensure accurate and rapid completion.

•Managed profiles in Active Directory, Oracle Identity Management and Microsoft Online Services.

PROFESSIONAL DEVELOPMENT

Chubb Computer Services HTML Courses

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