Service Representative Customer

Erik Dunn

**** ***** ****** **. **** Valley City, UT 84128 435- 800-7343 *************@*****.***

OBJECTIVE

Seeking long-term employment with a company where I can use my excellent customer service

skills to serve both internal and external customers to support the achievement of the organization’s goals. Seeking back end processing positions.

PROFESSIONAL HISTORY

Del Taco

2020- 2022

Cashier

●Receive and place customers order both thru drive and lobby, cash handling.

●Opening Duties Prepping food, counting bank deposits, run end of days numbers, receive shipment twice a week.

●Closing Duties Cleaning which included; lobby, mopping, bathroom areas, fryers, shake machine and cashier area.

Family Dollar

2021-2022

Assistant Manager

Opening Duties- count tills and petty cash to confirm the funds balanced. Complete paperwork and enter previous nights deposit was entered into systems. Made bank runs to grab change for the store and received bank deposit slips for store’s ppaperwork.

Closing Duties – Count the cashiers deposits, tills and petty cash. Prepare bank deposit, fill paperwork out for opening manager.

Cash handling

Assist customer; checking out, questions, complaints and locating items in the store.

ADP

2015 - 2016 Contractor. 2016-2020 Permanent

Customer Service Representative

●Received inbound calls and assisted clients with Annual Enrollments for their health benefits a Company Paid Life Insurance, I also assisted clients with their spending accounts which included; FSA, HSA and commuter with any questions they had.

●Receive inbound calls for Met Life Retirees, processed enrollments for new retirees, I also answered basic questions about their coverage, I helped with questions about insurance coverage by advocating with UHC or Atena Representatives.

●Answered basic questions about company paid life insurance. Upon request I would process and sent correspondence on benificeries on the policy.

●Assisted with information on Retirees pension\s, upon request would send pension verification forms via email or regular mail.

Pacific Office Automation (Rocky Mountain Power)

2013-2015

Mailroom/copy clerk

●Shipping and Receiving; sorting mail and receiving packages (UPS, Fed Ex,DHL) sort mail and document packages received. Deliver mail/packages to correct people/departments.

●Assisted with copy projects, binding booklets

●Deliver mail and interoffice mail to off-site Rocky Mountain Power location.

●Create UPS/Fed Ex labels/ship packages out Process mail through stamp machine, prepare mail for courier to take to the post office.

SLCC

2011-2013

Specialist

●Assist Students with information about the campus, directing them to the correct dept that they are inquiring about.

●Provide their Student ID’s

●Provide them with their parking permits.

Aerotek (Wells Fargo) 2010-2011

●Customer Service Representative

●Assist customers with their banking issues; help resolve customers concerns to achieve first call resolution using Wells Fargo’s computer system.

●Offer products and services that benefit customers banking needs

● Open claims through bill pay system.

●Provide reimbursements’ for overdrafts, monthly service fees when warranted.

Professional Education Institute

2004 – 2009

Quality Associate

●Supported the Quality and Training department by providing quality assurance monitoring and feedback for call center customer service, sales and retention agents in multiple queues using Witness call recording and evaluation software. Directly worked with assigned agents to improve the overall quality of calls including call handling, sales skills and product knowledge.

●Evaluated calls using live/ immediate as well as remote/ recorded methods of monitoring. Provided immediate, situational feedback during side-by-side

(one-on-one) and group sessions weekly with assigned agents enabling the sharing of best practices and role play. Shared feedback on recorded calls using evaluation forms.

●Facilitated weekly sessions for the sharing of best practices and role play practice

●Monitored and provided feedback for 230 calls, on average, per month. Provided data to team leaders and managers for extensive coaching. Listened to up to 10% of sales call billing disclosure portion of call to verify complete and correct information was shared with the customer.

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