Customer Service Representative

BRYAN D. RAAZ

*** * ********* ** 720-***-****

Idaho Falls, ID 83404 ********@*****.***

Seeking Professional Job Titles:

Supervisor of Field Operations

Executive Business Sales

Project Manager

HR Manager

Quality Assurance Agent

Customer Service Representative

Professional Qualifications:

Productive, dedicated, and reliable part of any management team. Focused on maintaining a quality and service-oriented perspective. Most of my career has been in a supervisory role for a phone room environment, training and managing a diverse workforce, with heavy emphasis on project management and reporting. My education in philosophy has provided exceptional writing, logic, reasoning, and problem-solving skills. Recent work experience has developed my patient care skills, focusing on providing an exceptional experience for Kaiser Permanente healthcare members.

Industry Specific Software Proficiency:

Epic, RIS, CATI, Quancept, Custom Databases, Database Management, ICOMS, Salesforce

Professional Experience:

Kaiser Permanente 9/17 to 2/22

Customer Service Representative

Provided excellent patient admitting services with experience in eleven departments, including Urgent Care and specialties.

Verifying health care insurances, accepting payments, and financial review of statements.

Maintained a safe working environment by following CDC pandemic health guidelines.

Schedule and verify patient appointments.

Floated to most facilities in the San Diego region for 2 years.

Wide Open West 2/15 to 5/17

Executive Business Sales

Hired to residential sales of television, phone, and internet products and services. Duties included sales, customer service, and billing assistance.

Reached number one sales position of 70 agents within 4 months and maintained top sales position for my team until promotion to Executive Business Sales Agent after one year.

Sold business solutions for internet and phone services including DIA fiber and hosted systems.

Xerox Commercial Solution 12/14 to 2/15

Customer Service Representative

Assisted Verizon Wireless customers with reviewing their accounts, processing bill payments, changing service plans, upgrading and purchasing wireless phones, and general inquiries about Verizon Wireless services.

Learned to navigate multiple service and information portals utilized by agents. In addition, a strong emphasis on communication, customer service, performance, and sales skills.

Fieldwork Denver Inc. 10/10 to 02/13

Supervisor of Field Operations/ Project Coordinator

Supervised a recruiting staff averaging 15-25 employees, while managing the project development of multiple research studies, resulting in hundreds of market research projects a year for Fortune500 companies.

Coordinated with and assisted executive level clients during project development on multiple levels, including project managers, executive research analysts, and corporate executives.

Experienced with all phases of focus group development and completion.

Responsible for hiring, training, developing and evaluating employee performance in an industry that requires a high standard and quality performance from its phone room employees.

Fieldwork is a nationwide field research company, of which the Denver location is considered, among industry professionals, to be one of the top rated facilities in the world.

Wingate Inn and Suites by Wyndam 7/10 to 9/10

Night Auditor / Front Desk (Contractor)

Front desk guest services and night audit bookkeeping.

Holiday House Hotel 3/10 to 5/10

Night Auditor / Front Desk (Contractor)

Responsible for balancing daily transactions, checking guests in and out, some housekeeping, and security as their only over-night employee.

Once this hotel closed I was hired to work an audit position for the Wingate Hotel, detailed above, for the same management company.

LeaderChip Inc. / LC2Core 10/03 to 10/08

Marketing / Inventory / Bookkeeping

Administrative assistant for a family owned computer networking and retail parts store.

Sales, inventory management, marketing print materials editor, and RMA processing.

Protocol Marketing Group 10/03 to 3/04

Phone Room Supervisor

Worked on temporary projects for in-bound and out-bound sales teams as a floor supervisor and trainer to supplement income during LeaderChip start-up.

From 10/03 until 12/03 worked on inbound order taking team for Wine Country Gift Baskets.

From 1/04 to 3/04 worked on out-bound sales campaign for Entergy Corporation (oil and gas).

Hired, trained, briefed and supervised sales/customer service staff ranging from 30-80 associates.

Maintained direct communications with executive level clients to coordinate program development.

Developed and implemented phone room procedures and pat response content for Entergy program.

Fieldwork Denver Inc. 11/01 to 8/03

Supervisor of Field Operations/ Project Coordinator

Responsible for directing multiple projects, organizing market research focus groups.

Managed multiple projects, averaging 20-35 market research focus groups per week.

Hired, trained, briefed and supervised recruiting staff averaging 10-15 recruiters.

Assisted executive level clients during project development.

Created, modified, edited, analyzed, and implemented qualifying questionnaires for research.

Experienced with all phases of focus group development and completion.

Implemented many operational standards and developed training manuals and procedural guides.

A.R. McIntyre & Company 9/99 to 8/01

Supervisor of Field Operations / Project Coordinator

Responsible for directing multiple projects, for the purpose of organizing market research focus groups.

Managed multiple projects, averaging 6-9 market research focus groups per week.

Trained, briefed and supervised recruiting staff averaging 10.

Maintained high quality assurance standards.

Maintained direct communications with executive level clients to achieve research project goals..

Performed database management.

Experienced with all phases of focus group development and completion.

Directions In Research 02/99 to 09/99

Floor Supervisor

Monitored and instructed interviewers performing market research surveys and database collection.

Led study briefs on a daily basis.

Completed end of day reports nightly using MS Excel.

Utilized CATI to track interviewer performance and job status.

Extensive recruit experience managing tight quotas.

Conceived new QA procedures improving overall study quality.

Supervised crews ranging from 12 to 100, with a daily average of 30 interviewers.

Supervised qualitative and quantitative research projects.

Education:

California State University BA Philosophy 1995

Strong focus in social philosophy.

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