Customer Service Call Center

Martin A. Nadwodney

*** ****** ***, **********, ****

Cellular 740-***-**** ***********@*****.***

www.linkedin.com/in/martinnadwodney

Customer Service Leader/Project Manager with extensive customer service, call center, operations, sales, and project management experience. Possesses formidable team leadership, coaching, people, and motivational skills. Technologically perceptive working with telecommunication/wireless/cable and ticketing systems. Have well-rounded, “servant-leader “management style and extensive interviewing and hiring experience.

Bachelor of Science, Ohio University, Athens Ohio, Information and Telecommunication (IT) Systems.

Currently working towards Project Management Professional (PMP) certification.

Core competencies include:

-Ability to motivate teams to provide world-class customer service.

-Hiring, training/developing, motivating, coaching, evaluating, and promotion of staff.

-Project Management of installations involving telephony, network services and construction.

-Managed performance goals to exceed quality assurance standards and attendance adherence.

PROFESSIONAL EXPERIENCE

JPMorgan Chase Travel,, Westerville, Ohio 05/2023-Present

Account Supervisor Tier II Help Desk

Successfully used strong leadership and critical thinking skills to maintain team efficiency and achievement of call center operational goals.

Created a positive and supportive culture with a teamwork and inclusive mindset.

Coached advisors to prepare them for career advancement.

Responsible for call quality evaluations, coaching documentation, corrective actions, and annual review.

SGS Consulting/Aetna Health/CVS Health New Albany, Ohio 02/2023-5/2023

Client Service Specialist II – OhioRISE Care Management - Temporary

Responsible for initial review and triage of patients for Care Team.

Identifies principal reason for admission, facility, and member product to correctly apply intervention assessment tools.

Screen patients using targeted intervention business rules and processes.

Order entry supporting Care Managers in field.

Robert Half and Associates/Park National Bank, Newark, Ohio 10/2022-1/2023

Customer Call Center Specialist - Temporary

Temporary position responsible for researching and resolving customer inquiries.

Provide customer support for electronic banking products and services, including Online Banking, Bill Payment, Mobile Banking, Messenger, Online Account Opening.

TalentBurst/AmeriHealth Caritas, Columbus, Ohio 9/2022-10/2022

Provider Full-Service Representative - Temporary

Responsible for timely and accurate resolution of medical provider claim issues.

Resolve inquiries regarding credentialing, eligibility, benefits, and third-party liability for members using the State Medicaid system.

American Electric Power Ohio, Groveport, Ohio 10/2021- 03/2022

Trouble Dispatcher

Assisted in the safe and reliable operation, dispatching, and restoration of facilities for the AEP Distribution System as assigned.

Track crew locations and ongoing work on the distribution system.

Chrysalis Health Ohio, Heath, Ohio 9/2021-10/2021

Intake (Call Center) Supervisor

Managed the daily workflow and overall leadership of a customer care contact center which included processing requests from patients and providers.

Wolters Kluwer Legal and Regulatory US, Columbus, Ohio 6/2021-9/2021

Customer Service Representative II

Deliver prompt and professional lien search services to small businesses, law firms and corporations.

Performed order entry using Salesforce CRM.

BC Forward/Accenture 2/2021-6/2021

Customer Service Representative - Claims Administration

Temporary/contract claims adjudication position responsible for production of several State of Ohio projects.

Charter Communications/Spectrum, Columbus, OH 8/2017-2/2020

Call Center Supervisor, Mobile/Cellular Activation Center (MAC)

Directed call center team operations and functioned as a technical liaison between MAC and PAC.

Administer performance management by diagnosing improvement opportunities, provide effective feedback, coaching, training, professional development, and corrective action plans.

Attained ranking of 1st out of 5 teams and national ranking of 3rd out of 27 teams based upon KPIs.

Provisioning and Activation Center Representative II (PAC)

Provide provisioning support for all business and residential circuit orders.

Contact customers to schedule installations based upon business guidelines.

Order entry in support of new customers using Zendesk CRM.

Promoted to Supervisor – Spectrum MAC.

Verizon Wireless, Hilliard, OH 2/2016-8/2017

Customer Service Representative II

Provide provisioning, billing, and troubleshooting for inbound customer calls.

Order entry supporting new customers and Verizon stores.

Ranked # 2 in Hilliard call center for upselling of wireless device insurance.

AT&T Wireless, Rantoul, IL 9/2014-2/2016

Customer Service Representative

Ranked #10 Customer Service Representative via 110% achievement of customer service and sales metrics.

Answered product questions and serviced accounts professionally and efficiently.

Performed new and add on order entry for residential customers.

Russell Cellular, Champaign IL 3/2014-6/2014

District Sales Manager

Responsible for staffing and leading sixteen wireless sales reps and three store managers.

Schwan’s Company, Champaign, IL 4/2013-1/2014

Outside Sales Representative

Responsible for marketing retail products.

Walgreens Co, Danville IL 12/2012-03/2013

Call Center Supervisor, Tier 1 Information Technology

Successfully managed call center team – 25 CSRs direct, 80 CSRs indirect and escalation operations.

Seaton Corp/Staff Management, Champaign IL 8/2012-12/2012

Account Supervisor

Responsible for the management of staff, customer service and payroll operations at client manufacturing facility.

The Champaign Telephone Company, Champaign, IL 11/2009-8/2012

Customer Service, Dispatch, and Installation Manager

Successfully managed telecom help desk, technicians, network, and warehouse personnel.

Successfully project managed the installation of telephone systems, network services, wireless and wiring jobs.

Luna, Bellwood, IL 6/2008-11/2009

Project Manager

Rated as “Superior” in providing project management, customer for the company’s largest residential and commercial construction installations.

BTI Communications Group, Ltd., Chicago, IL 6/2005-2/2008

Director of Operations

Successfully managed the day-to-day operations of three departments that were accountable for the installation/provisioning, customer service and project management of PBX/key telephone systems and voice and data circuits.

Midwest Telecom of America, Inc., Merrillville, IN 7/2000-6/2005

Director, Customer Care

Successfully managed operations of an inbound call center, which was responsible for all customer service/provisioning/installation/billing issues.

Teletron LLC, Bloomington IN 3/1997-6/2000

Senior Project Manager

Responsible for all project management issues including vendor negotiations, ordering and coordination of telecom circuit installation, status updates, project-creep, turn-up/acceptance.

Integrated Telemanagement, Inc., Chicago, IL 4/1994-1/1997

Director of Customer Service/Owner

Responsibilities included start-up capital acquisition, RBOC negotiations, order provisioning, sales, and customer service.

Access America Telemanagement, Chicago, IL 9/1991-4/1994

Senior Account Manager

Successful customer service member responsible for telecom installations, resolving billing questions and training.

Received membership into President’s Club for being the top-rated Account Manager in the company.

TMG Consulting Group, Geneva, IL 12/1987-8/1991

Telecommunications Analyst

Responsible for traffic analysis studies, data gathering, phone bill audits and network order placement.

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