Customer Service Success

* ****

STEVEN B. GREEN

*** ****** ******, ******, ********** 92879

562-***-**** *********@*****.***

OBJECTIVE

Experienced and detailed-oriented professional with strong recruiting, sales, and customer service skills looking to obtain a position that will provide opportunities for growth and career advancement. EXPERIENCE

7/2023 – Present

Healthcare Recruiter

Maxim Healthcare Services (Orange, CA)

Responsible for full life cycle recruitment, which includes sourcing, screening, interviewing, and placing qualified candidates for healthcare related careers.

Evaluate job descriptions to develop a competitive applicant pool of highly qualified candidates.

Execute recruitment strategies to source and screen qualified and diverse candidates.

Implement effective interviewing techniques to hire quality healthcare professionals.

Develop and maintain relationships with clients and industry professionals, and provide excellent customer service to reinforce customer loyalty and brand advocacy.

Research and develop expert knowledge about client organization’s specialized services and organizational structure to properly align qualified candidates.

Negotiate salary and explain company benefits to candidates. 10/2021 – 6/2023

Onboarding Specialist

Houzz (Palo Alto, CA)

Onboard 150+ Houzz Pro customers and engage them in the software.

Schedule recurring follow up meetings to drive software adoption, increase customer retention, and ensure customer success.

Manage customers’ Houzz Pro account and demonstrate software to new customers.

Design and optimize customer profiles, provide solutions to enhance performance, and make recommendations on how customers can leverage the software for optimal success.

Advocate for the Houzz Pro program and educate customers on the benefits of the software.

Answer questions on program performance and functionality.

Resolve customer issues and apply customer retention strategies when appropriate.

2 Page

Escalate customer cases to appropriate contacts as required.

Collect payment from delinquent customers.

7/2021 – 10/2021 Customer Care Representative

Trinity Protection (Corona, CA)

• Answer incoming calls from customers who purchased auto warranties.

• Advise customers on auto warranty coverage.

• Assist customers in finding auto repair shops that accept the warranty service.

• Collect monthly payments from customers over the phone. 10/2020 – 6/2021 Client Services Representative

Service Champions Inc. (Brea, CA)

Answer high volume of inbound calls, as well as make outbound calls.

Book appointments at a high conversion rate while upholding high quality call standards.

Quickly address the client’s request or concern, and efficiently provide the most effective solution.

Effectively use critical thinking skills to solve problems for clients while exercising good judgement to determine the best solution.

Respond to cancellation of service requests and persuade clients to retain their memberships or appointments.

Capture accurate and detailed records of client interactions and actions taken.

Maintain a full understanding of products and services and achieve productivity standards and goals.

09/2019 – 5/2020 Reservations Agent

Irvine Company (Irvine, CA)

Answers inbound calls from new and existing customers.

Assist customers with planning and booking reservations, such as room accommodations, dining reservations, golf tee times, and spa appointments for multiple hotel and resort properties.

Process payments and send details and confirmation to the guest.

Maintain knowledge related to resort and hotel services and promotions.

Provides accurate information for guests before their check-in date.

Save information from previous guests for future reservations.

Respond to customer inquiries about services and amenities.

Manage and resolve issues with reservations and appointments. 02/2017 – 09/2019 Contact Center Representative

American Botanical Pharmacy (Marina Del Rey, CA)

3 Page

Provide helpful and courteous service through open and interactive communication.

Take payment information and other pertinent information such as addresses and phone numbers.

Follow communication procedures, guidelines, and policies.

Answer product related questions and assist with placement of orders, refunds, or exchanges.

Utilize computer technology to handle high call volumes.

Answer inbound calls with exceptional phone etiquette and proper communication skills.

Resolve customer complaints and provide appropriate solutions. 11/2016 – 02/2017 Office Assistant (Part-Time)

Smith Family Child Care (Carson, CA)

Provide organizational and clerical support to the Child Care Provider.

Answer incoming calls in a professional manner.

Maintain documents and manage records and filing system.

Organize childcare area and maintain a professional working environment.

Maintain office equipment and supplies.

05/2015 – 11/2016 Human Resources Coordinator

CRS Group (Itasca, IL)

Lead, direct, and plan the day-to-day operations of the Benefits Administration department, and supervise the work and performance of five Benefits Specialists and two Human Resources Assistants.

Supervise and monitor the administration of employee benefits programs such as health, medical, dental and vision plans, retirement saving plans, and life and disability insurance plans.

Analyze existing company benefits of other employers to maintain the company's competitive position in the labor market.

Research and evaluate insurance quotations, develop company cost information, and makes recommendations to management concerning sharing of cost between employer and employee.

Advise, counsel, and recommend new and existing benefit plans to management and staff level employees.

Review and analyze changes to state and federal laws pertaining to benefits, and assure company compliance with legislations such as the Affordable Care Act and Employee Retirement Income Security Act.

Prepare announcement material, booklets, and other media for communicating new plans to employees.

Manage benefit inquiries and complaints and provide customer service support to internal and external customers.

Supervise maintenance of enrollment, application, and claims records for all benefit plans. Oversee the administration of leaves and employee relations.

4 Page

09/2014 – 05/2015 Professional Recruiter

CRS Group (Itasca, IL)

Responsible for full life cycle recruitment, which includes sourcing, screening, interviewing, and placing qualified candidates for management and executive positions in the areas of human resources, project management, and information technology for Fortune 500 companies.

Evaluate job descriptions and perform job analysis to develop a competitive applicant pool and hire highly qualified candidates.

Execute recruitment strategies, develop interviewing and sourcing techniques, and administer employment examinations.

Establish and maintain professional working relationships with clients, and provide excellent customer service to reinforce customer loyalty and brand advocacy.

Research and develop expert knowledge about client organization’s specialized services and organizational structure to properly align qualified candidates.

Negotiate salary and explain company benefits to candidates

Plan, organize and prioritize multiple recruitment projects and work assignments.

08/2012 – 09/2014 Recruiter

LaSalle Network (Oak Brook, IL)

Responsible for full life cycle recruitment for clerical, customer service, industrial, technical, administrative and management positions.

Review job descriptions to develop hiring requirements and define recruitment strategies.

Analyze candidate resumes and applications to determine suitability for employment.

Establish sourcing techniques, and conduct and coordinate interviews, pre-employment assessments and performance examinations.

Conduct employee orientation and policy training, and track employee performance in data management systems.

Attain monthly, quarterly, and annual recruitment goals in support of the organization’s business development initiatives.

Accomplish an average of five job placements per week, and conducted at least 100 outbound recruitment calls a day to potential candidates.

Distribute marketing materials to increase company’s visibility in the recruiting industry.

10/2010 - 08/2012 Customer Service Associate

Hallmark Services Corporation (Naperville, IL)

Receive 100-120 inbound calls daily from Blue Cross Blue Shield members.

5 Page

Provide information on status of applications, changes, or cancellations to existing policies.

Maintain a 96% or higher satisfaction rate for customer service.

Provide timely solutions for customers maintaining low complaint rate. 07/2007 – 10/2010 Human Resource Assistant

Management Recruiters of St. Charles (St. Charles, IL)

Manage the administration of human resources policies, procedures, and programs.

Provide internet searches for recruiters, screen applicants, and compose resumes for potential candidates.

Set up and confirm interview appointments.

Maintain office supplies by creating a system to track usage and reorder as needed.

Pay vendor invoices and prepare the bi-weekly payroll for the office manager.

EDUCATION

Bradley University (Peoria, IL)

Bachelor of Art in Art History

COMPUTER SKILLS

Microsoft Word

Microsoft PowerPoint

Microsoft Excel

Adobe PageMaker

Adobe Photoshop

Dreamweaver

Taleo

PeopleSoft

Opera

Navis

REFERENCE

Available Upon Request

Contact this candidate