PROFESSIONAL SUMMARY

SKILLS

EXPERIENCE

TERRI SUE

JUDD

T 12137 S River Vista Dr,

Riverton, UT 84065

801-***-****,

adfwca@r.postjobfree.com

** ***** ******* ** * Call Center Environment. Customer Service Representative who maintains a high level of professionalism, patience and efficiency to maximize customer satisfaction & increase customer loyalty.

Positive Attitude, Motivated and upbeat,skilled at connecting with callers and building positive relationships. Controls calls with established scripts to set up appointments, resolve issues, and improve customer satisfaction.

Email Quality Supervisor

Professional telephone

demeanor

Schedule management Technologically savvy

Employee training and

development

Scheduling Specialist January 2020 - Current

DELL/EMC

Coordinated schedules and set appointments by calling and or emailing customers. Built loyalty and supported retention goals by establishing rapport with our customers and within my team.

Document calls and schedule appointments.

Gave out knowledgeable details regarding business offerings and procedures. Global Stock Plan Representative August 2018 - November 2019 Morgan Stanley

Handled calls from stock plan participants by advising them of the amount of stock they had and what the price was at that time and advised of vest dates. Demonstrated self-reliance by meeting and exceeding workflow needs. Recognized by management for providing exceptional customer service. Answered 6-7 calls per 1hr to answer customer questions. Prescription Claims Representative October 2017 - August 2018 OptumRx - United Health Group

Called pharmacies to advise if medications could be filled or not. Hit 100% quality each week.

Communicated with policyholder's to acquire missing information for claims processing. J

EDUCATION

Made outbound calls to pharmacies and an average of 70-90 calls per day. Business Consultant July 2010 - January 2017

Verizon Wireless

Handled business accounts from small businesses to worldwide businesses for equipment orders, plan options, payments, how to handle their account online. I spent most of my time talking to customers and doing basic tech support for their company phones and advising of products that would help them run their business better. I also spent a few days a week working alone doing online orders, plan options, through our business email system calling customers when necessary to clarify what they need. Enhanced client satisfaction ratings by resolving difficult customer issues through completion. Supervisor/Training Specialist January 2012 - August 2012 United States Census

Learned the duties to ask census questions and federal laws surrounding confidentiality. I taught several classes on how to handle census calls both inbound and outbound. Complied with company policies, objectives and communication goals. Established and enforced clear goals to keep employees working collaboratively. Identified and corrected performance and personnel issues to reduce impact to business operations.

Coached and mentored 15 staff members through constructive feedback to develop long-term career goals.

Provided ongoing training to address staff needs.

New Hire Trainer August 1996 - October 2011

Discover Financial Services

Helped put the New Hire Trainer manual together.

Trained new employees on all aspects of their job. Created effective training course objectives, course content and all materials. Led training classes and recorded instruction for later use. Presented training information via role playing, simulations and team exercises. Analyzed employees' skill levels and implemented new techniques to boost staff knowledge. Mentored team members to succeed and advance within department and company. AA

Salt Lake Community College