Customer Care Front Office

Dear HR Officer:

I would like to introduce you to Michael Benn. I have been described by my previous supervisors as an easy going, friendly, and extroverted person. I would make an effective ambassador to your operations. Please consider me for any public facing role, such as patient access representative, receptionist/front office person, office manager, or community outreach.

I am active in community organizations such as the Masonic Lodge (Newtonville), the Jewish Big Brothers Big Sisters of Newton, and Project STEP (String Training & Education Program). I would love to meet you and explore how we can be a part of your HR goals.

Regards,

Michael Benn

MICHAEL BENN

511 Weld Street, West Roxbury, MA 02132. *******@*****.*** 617-***-****. cell 617-***-****

OBJECTIVE : To locate a permanent position delivering first class customer service, office support, or patient access service to your facilities.

EDUCATION M.B.A. Boston University

M.A. University of Cincinnati

B.S. The Ohio State University

EXPERIENCE

Newton Wellesley Hospital (January 2020 to May 2020. On assignment by Randstad USA. Assignment discontinued due to Corona Virus regulations.

Representative providing customer Care Finding Service. Responded to inbound calls seeking clarification on issues such as PCP designation, insurance coverage, and medical appointment schedules.

Robert Half Staffing (Boston, MA) 2019

Gold Landscaping, Dedham, MA

Office Support multitasking for reception. Payroll, office supplies.

Professional Staffing Group Agency (Federal Street, Boston, MA). 2017 – 2019

Newton Wellesley Hospital, Call Center Rep

Informed patients about service changes; employed the empathy/apologize method of defusing customer complaints.

Christie Student Health (PSG Assignment): 2/2017 – 11/2018

Verified the status of insurance coverage Process insurance claims filed

Responded to 80 – 100 inbound calls per day;

Updated customer files on legacy CRM software system;

Commonwealth of Massachusetts (Boston, MA.) 4/2010- 8/2016

Central Reprographics Department, Manager

Managed staff of 6 graphic technicians, and administrative assistants;

Formulated a computerized work order tracking system to manage in coming service requests.

Interfaced directly with customers demanding resolution to problems with services.

Trained staff on the “apology empathy” technique of dealing with customer service problems;

Performed periodic staff performance reviews consistent with union and Massachusetts regulations;

Prepared reports to upper management documenting yardsticks accomplished;

Facilities Data, Inc. (Waltham, MA) Prior to 2010

Founder and CEO of this Facilities consulting firm.

Created a mini-computer building space usage and work order database;

Designed and conducted user surveys; tabulated the results, prepared written reports;

Supervised working procedures such as timecards, daily punctuality, and client performance expectations;

Community Volunteer Activities

Garden City Lodge (Masons), Newtonville, MA

YWCA Boston, Eliminating Racism Project

Project STEP, Boston, MA

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