Service Representative Customer
Resume:
Alonzo Bruce
Scranton PA, 18505
Mobile 347-***-****
Email: adu64o@r.postjobfree.com
Career Overview
Manager / Administrator with over 25 years of experience in various products and degrees of customer service. Highly polished communicator with well-developed negotiation, conflict resolution organization skills.
Core Strengths
Excellent Mediation and conflict resolution skills
Multi-tasked, Project driven, Accurate and detailed
Skills
Outlook, Excel, Word, ADP, Dayforce, Access, MS Teams
Cisco UCCX, CRM, Sales Logix, AS400, Sales Force CRM
Experience
Widex USA Inc. Hauppauge, N Y / July 2009 to Present
Customer Care Supervisor - CC Administrator - CC Sales Support - CC Specialist
Maintain and update staff schedules, adjustment based on Queue support. after weekly review
due to changing peak times, PTO and unscheduled absences. Customer Care Salesforce CRM Quality Administrator, responsible for research and closure of quality complaint and inquiry cases. Set threshold for KPI’s for Commercial queue and Off Phone CC staff. Work in tandem with CC Quality Assurance staff to maintain set
Customer Care Inbound call, Live Chat and Sales Force threshold standards.
Local point of contact for VIP customers, also LPOC for patients as Widex end user advocate. Project manager to update and streamline Workflow processes to ensure maximum response time and queue coverage including live chat and customer / patient correspondence. Monthly individual and team meetings with inbound staff to review quality performance and areas of improvement.
Support for Widex Dispensers, Audiology Department and US Sales force. Processing, expedition and troubleshooting of new and pending orders. Training and set-up of customer website use and registration. General handling as LPOC and overall maintenance of Key accounts. Sole support for entire of US sales force including major buying groups. CSR training. Familiar with Veterans Administration, Medi-Cal Medicaid procedures (Government Services) including HIPPA laws.
DataMonitor, Inc. New York, NY March 2008 to October 2008
Client Services Administrator
Liaison between DataMonitor Sales force and corporate clientele.
Responsible for creation, troubleshooting and maintenance of subscriber's accounts as well as various online research products within Data Monitor.
Proofed and verified contracts and sales orders. Assisted Finance department with the input and maintenance of sales order spreadsheets, invoicing and generation of daily summary / client usage reports. WebEx training and heavy client contact.
Bank Of New York Mellon New York, N Y / August 2006 to March 2008
Investor Relations Representative
Liaison between Bank and various internal departments.
Processing of dividend and sale check replacements, verification of certificates, issuance and replacement dividend reinvest or direct registration), dividend reinvestment sales.
Maintenance of client accounts.
Cablevision System Corporation Woodbury, N Y / October 2005 to July 2006
Customer Service Representative
Responsible for troubleshooting and maintenance of subscriber's accounts.
Dispatch of technician to client home or escalate to internal teams for follow up.
Heavy billing and cable television system resolution.
Explanation of various packages and communication with subscriber’s and company reps to assist and resolve inquiries or problems
Opinion Access Corporation Long Island City, NY / July 2005-October 2005
Survey Interviewer
Processing highly qualified surveys and interviews for Fortune 500 companies. ( Pfizer, etc.)
Met Daily quota (8 per day ) Rated in top 10% of interviewers on PM shift.
American Stock Transfer & trust Co. Inc. Brooklyn, NY / October 1997-July 2004
Account Administrator - Customer Service Representative
Liaison between American Stock Transfer and high-profile NYSE – NASDAQ publicly traded companies. Responsible for issuance of stock certificates, legal transfer, oversight of proxy tabulation as well as set up of various Fortune 500 Company Annual Meetings.
Duties included sale and purchase of stock via direct stock purchase plans and dividend reinvestment. All areas of financial customer service, troubleshooting and follow up with clientele via live chat and correspondence. Training and development of CSR’s, replacement of lost certificates. CSR training.
J. P. Morgan Chase Shareholder Services New York, NY / May 1995 -October 1997
Customer Service Representative
Provided Shareholder service of all publicly traded companies via 800 service lines. Member of strategic business unit, which handled all high-profile companies (Microsoft, Bank of America, Bellsouth etc.)
Option exercise, calculated tax implications manually and systematically. Direct stock purchase and sale, certificate replacement, training, and development of new CSR’s. Legal stock transfer,
Heavy account troubleshooting and follow up.
Gruntal & Co, Inc. New York, NY / August 1992–May 1995
New Accounts Representative - Sales Associate
Process opening, troubleshooting and maintenance of all customer and corporate accounts. Contract proofreading and report preparation and distribution, Wire transfers, record keeping and general clerical duties. General client assistance regarding sales procedures and purchasing compliance.
Education:
United Business Institute / Now ASA
Associate of Arts: (Certification) Business Management
Graduated 1988
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