Customer Service Call Center

Laura B. Scanlon

** ********* **.

Amelia, OH ***02

PHONE 513-***-****

E-MAIL *************@*****.***

OBJECTIVE

To expand and increase my knowledge of the Customer Service/Call Center field and help my customers feel comfortable and confident in our products and our ability to assist them.

SUMMARY

I have worked in the Customer Service field for over 30 years. My many years of dealing one on one with customers, doctors, and pharmacists has given me a lot of experience and confidence in dealing with customers. WORK HISTORY

Walmart (Cashier)

11/2020 – 7/2022

My duties included helping customers use our U-scan self checkout and also check out the old fashion way via cashier

Cornerstone Brands (Customer Service Rep)

3/2015 – 5/2020

My duties included taking inbound calls from a high volume call center. Placing orders for customers and giving refunds when necessary. Setting up truck delivery and pick ups.

RDI Marketing (Customer Service/fraud

1/2009 – 3/2015

My duties included taking inbound calls from a high volume call center. I was promoted to the OMI (order management team) where we seeked out fraudulent activity.

Cornerstone Brands (Customer Service Supervisor)

10/2007 - 11/2008

My duties include supervising from 20-35 customer service representatives and 1 Team Lead in a high volume, inbound call center. My job was to coach, mentor and discipline my team to ensure all reps were giving 100% excellent customer service and reaching their goals to move on to other areas of the business(promotions) CNG Financial Corporate Office (HR Coordinator)

7/2006 - 5/2007

My duties include doing background checks on perspective employees and ensuring all of their paperwork is filled out correctly. I also answer our Employee Services Help Line where I answer many general HR questions such as benefits, payroll and verification of employment for our employees. I work with our CSR’s, Store Managers, District Directors and Regional VP’s.

Anthem Blue Cross and Blue Shield/Anthem Rx (Call Center Supervisor) 12/1994 - 2/2006

My duties include supervising from 20-40 customer service representatives in a high volume, inbound call center. Taking escalated calls from Doctors, Pharmacists, and Customers. Monitoring the production floor to ensure all goals were met on a daily, weekly, monthly basis. Taking care of all time off for reps. Counseling reps who are not meeting their goals. Training our ‘New Hire’ classes. Keeping morale up by planning contests or parties.

Del Care/Del Crane Medical (Medicare Coordinator)

8/1990 - 10/1994

I was in charge of approximately 100 nursing homes. I would provide each Medicare part B patient with DME (durable medical equipment) products. I would order all supplies monthly and make sure they were delivered in a timely manner to the nursing facility. We basically dealt with Medicare but also billed other primary insurances and secondary insurances. I have experience in re-filing claims and refunding insurance companies.

EDUCATION

Turpin High School

Graduated - 1981

Major courses of study : Business

Typing, accounting, office machines and procedures

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