Customer Service Marketing Manager

Michele Mapel

***********@*****.***

618-***-****

I am looking for the opportunity to apply the experience, skills and knowledge that I have been fortnuate to gain over the years, into an opportunity to provide excellent customer service.

Work Experience

In-Bound Call Center (Remote)

American Water Resources - Alton, IL / Remote - June 2016 to September 2021

Responsible for providing and maintaining a high standard of customer service by:

·answering high volume of calls;

·explaining, selling and enrolling customers into Home Owner Service programs;

·resolving, updating, and processing payments through ETS and then SIP systems;

·processing claims for repairs that are covered under the Terms and Conditions of enrolled programs;

·resolving issues from monthly "failed enrollment" reports.

Accomplishments:

·Obtained Property and Casualty License for Illinois, Virginia and California--2019 (all have expired)

·Received Certificate for Elevating Customer Experience -- 2019

·Received certification for completion of Foundational Customer Service, Sales & Retention training -- 2020

·Received 5 year Certificate of Achievement -- 2021

Temp to Hire Contractor

YOH! Staffing Services - Call Center - Alton, IL - June 2016 to October 2016

Responsible for maintaining a high standard of Customer Service by:

·Answering high volume of calls;

·explaining selling, and enrolling customers into Home Owner Service programs;

· resolving, updating and processing payments through internal billing systems.

Replacement/Temporary Office employee

Availability Staffing Services -- Alton, IL - July 2015 to April 2016

I was employed through Availability Staffing 1994 to 1997 and again from 2015 to 2016. I worked in a variety of positions: receptionist, answering multi line phones, takng applications for employemnt over the phone, pulling court documents from record storage and copying for court proceedings, data entry, filing, and my last position was assisting with organizing a file room for a local trucking company.

Customer Service Representative

Gemini Industries, Inc -- South Roxana, IL -- May 2005 to September 2007

Responsible for maintaining high standard of Customer Service by:

·answering current and potential customers product and order questions;

·ensuring submitted artwork met requirements for production;

·resolved product or service problems by clarifying the customers complaints;

·tracked orders within our warehouses or with UPS;

·assisted with bulk mailers and fulfilling sample requests for the Marketing Manager.

**Represented Gemini Industries at the Promotional Products Convention in Orlando FL 2007

Annuity Statement Coordinator

A.G. Edwards & Sons, Inc. (now Wells Fargo) - St. Louis, MO - October 1997 to September 2003

Moved from Clerk to Annuity Statement Coodinator through promotions within the Insurance and Annuity Operations Deptarment, all of which had different responsibilities.

·All positions required working with monthly deadlines.

·Providing back office support for brokers whose clients were purchasing or transfering annuity policies.

·Interacting with annuity carriers to enrsure purchases and transferes were completed as quickly as possible.

·Ensuring annuity policies were included on clients A.G. Edwards monthly statements.

Attended Lewis & Clark Community College in Godfrey, IL from 1990 to 1995

Courses of study: Office related courses, medical & legal terminology

Deans List for Spring Semester of 1993

Additional Information about myself:

I feel I am proficient at probelm solving, empathy, listening to get to the root of an issue,and typing

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