Service Rep Customer

Michaelene Thoma

Authorized to work for any employer in the U.S

** ***** **

Plains, PA 18705

(570) 592 - 7297

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

SKILLS

Oracle Ticketing, Concur, SalesForce, ServiceNow, Asignet, Prelude, Microsoft Suite, Apple iOS, Logistics Databases

EXPERIENCE

C3i Solutions, Pittston, PA — Level 1 Help Desk Analyst January 2022 - PRESENT

- Provides excellent customer service on inbound & outbound interactions.

- Efficient in multitasking various client-specific technical issues and troubleshooting steps.

- Prioritizes time management to ensure prompt assistance with interactions in the queue.

Maximus, Pittston, PA — Level 2 Customer Service Rep June 2018 - November 2018, June 2020 - January 2022

- Provided precise information to clients about insurance appeal processes to those inquiring.

- Comfortable performing follow ups with clients when additional details are required for resolution.

- Excelled in maintaining elite customer service and SLA terms for the client. Reliable Transportation, Wyoming, PA — Office Manager November 2018 - June 2020

- Organized and maintained all Human Resource items to ensure all clearances were up to date per School District policies.

- Ensured all individuals were onboarded with LIU district specific background checks, initial training, and certifications.

- Responsible for entering payroll and mileage reports for all employees. Henry Schein Dental, Hanover, PA — Executive Admin Assistant August 2008 - August 2016

- Oversaw Regional Manager’s, 13 Sales Representatives’, and six Service Technicians’ daily operations, .

- Consistently tracked

- Scheduled national-wide sales meetings, seminars, and other project specific travel such as Mission of Mercy events. Including all travel arrangements and expenses for all overseen.

Benco Dental, Wilkes - Barre, PA — Trainer and Quality Assurance June 1998 - August 2008

- Educated onboarded and seasoned employees of computer systems, client specific databases, and representative etiquette expectations.

- Monitored employees and addressed individual needs to ensure the best level of assistance to customers.

EDUCATION

Luzerne County

Community College

Dental Assistanrt

Minor in Human Resources

June 1998 - June 2000

James M. Coughlin High

School

Wilkes-Barre, PA

1980 - 1983

ACHIEVEMENTS

“Scheine Stars of the

Day” Award

Published in 2009,

Achieved for providing elite

client customer care.

Benco’s Essay Contest

Winner Award

1998-1999

Achieved by expertly wording

the topic of “How to Handle

an Irate Situation”

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