Customer Service/Care Representative
Resume:
MARY A WAITERS
**** ****** ****, #***, ****, IN 46403
216-***-**** (mobile)
Email: *******@*****.***
EMPLOYMENT/SKILLS Summary:
Employment began while attending high school when I was hired as Secretary to the Owner of a local Nursing Home in Gary, IN.
I feel I would be a great asset to your organization due to my skills as listed:
Knowledge of Microsoft Application
Excellent Written/Verbal Communication
Diverse Personality, ability to communicate with any/all people
Dedicated to satisfaction by all with whom I am in contact
Ability to provide Empathy, Listen, Understanding
Offers/Implements Resolutions amicable to all involved
Overall Professional Tone and Appearance
Management, Ability to Prioritize tasks/Re-Prioritize the Priority
Dependable, Punctual, Dedicated – will always “go the extra mile” to complete a task which is done within a reasonable timeframe, if not sooner
Great Rapport with all people
Team/Independent Worker
Fast Learner
Seeking a part/full-time position that will allow me to utilize my current skills, and the opportunity to learn and acquire more advanced skills/expertise to do my best to achieve goals as required.
After review of my Resume, I’ll be looking forward to an onsite/virtual interview which may lead to an offer to join this organization. Thanks in advance,
Respectfully Submitted,
Mary A Waiters
Resume Attached
MARY A WAITERS
5601 Melton Road, #108, Gary, IN 46403
216-***-**** (cell)
Email: *******@*****.***
RESUME
EMPLOYMENT HISTORY:
4/10/23 – 6/17/2024 TruGreen (TG) Lawn Care, 9171 Louisiana Street
Merrillville, IN 6410
Customer Service Representative: Customers were calling to cancel/downgrade current services, or to complain about services overall. All attempts were made to retain Customers, TG’s #1 priority, either upgrading services, offering discounts, when applicable, and selling services to Customers, current and new. Customers calling with complaints regarding services, sometimes had to be calmed, (cease the yelling. cursing, derogatory name calling, etc.), bringing them up to my level and not down to theirs – ultimately, all done professionally with empathy and personal compassion. Then, a review of their complaints, services, and options was made resulting in offers that would be beneficial to both Customer and TG. When customers called to make payments, upon review of their current services, I made offers to upgrade/add to their current applications utilizing all options when/where applicable.
After Training and approximately two or three months later, I was ranked #21 out of 617 CSRs Internationally (month or two later was ranked #2 Internationally). Also, held the ranking of #1 CSR locally, for three consecutive months. Rankings resulted from Service Surveys, Saves and Sales. Overall, my responsibilities were to provide Customer Service, Sell Services, Retain Customers, and Acquire new Customers nationally. Majority of calls were Inbound, few Outbound, mainly to follow-up to provide closure. My Overall Ranking nationally was always in the top 25 percentile.
Continue
RESUME
Mary A Waiters
Page 2
EMPLOYMENT HISTORY cont’d.
7/3/2017 -7/2022 Teleperformance Call Center, 1901 Northwind Parkway,
Merrillville, IN 46410
Customer Service Representative: Responsible for obtaining all necessary information from Potential Client(s), both Inbound and Outbound calls, prior to transferring callers to Licensed Insurance Agent, to purchase their choice of auto/home/rental insurance from nationally known insurance companies, my client was Allstate.
11/15/2015 – 5/2016 Trinity Lutheran Church, 600 S. Water Street,
Kent, OH 44240
Part-time, Temporary Assignment through Kelly Services, Stow, OH
Office Manager/Administrative Assistant: Responsible for daily tasks, answering phone, opening/distributing mail, preparing bag(s)/box(es) of non-perishable foods and items for individuals/families in need within the nearby Communities. Also, distributed utensils, household items as requested by Community Residents. Prepared weekly Church bulletins for Thursday & Sunday Services; as well as for Special Holidays/Services. Responsibilities also included keeping Church’s Journal up to date with New Members, Transitional Members (in and out), Communions, Weddings, Deaths, Weekly Communion Record database, and Visitors Roster. Updated the Members’ Roster database and implemented a Church Members’ Directory (contact information) for each Member. During tenure attended a couple Sunday morning services to learn more about the Lutheran religion.
09/2013 – 4/2017 Local High Schools in Cleveland - Eastern Suburbs
Mentor for High School Students: Spent two to three hours per day for 2/3 days a week, mentoring on the “Facts of Life”. Started with female students only then at their request, invited male students to join. Resulting in our discussions on what happens on both “sides of the fence”, all as a volunteer.
Continue
RESUME
MARY WAITERS
Page 3
EMPLOYMENT HISTORY cont’d
01/99 – 03/2003 Technical Software (Imaginit Technologies Inc.), Beachwood, OH
Technical Services Coordinator: Responsible for assigning staff Technicians onsite to train Clients’ employees from installation to training on the proper use of software purchased; followed-up with select Customers with onsite visits and/or via email/phone communication to ensure their satisfaction of services provided. Planned/coordinated “Customer Appreciation” events and all other company-oriented events as required. Other responsibilities included assuring overall accuracy of staff’s work orders, time sheets, invoices completed and presented Weekly/Monthly/Quarterly/Annual Progress Reports written and verbal during Sales/Technical Services Staff meetings. Company’s Technical staff developed and implemented one of the major, directional software programs “Map Quest”. Overall, office attire was casual; however, I implemented a mandatory shirt and tie dress code for male employees when assigned onsite visits. The professional look was accepted by the Owner/President, Managers, Clients, and Staff. Received numerous Certificates and Trophies for overall Job Performance.
03/97 – 12/1998 Cleveland Clinic, Cleveland, OH
Continuing Medical Education Coordinator: Duties included, but were not limited to, assuring Physicians, Residents, and Interns were scheduled to review/register and complete their required Continuing Medical Educational requirements before deadlines; planned/coordinated Recruitment Events as necessary, travelling to various Medical Universities/Colleges to recruit Potential Interns to join staff at Clinic. Originated/completed mandatory reports and documents required for physicians to receive Certification/License; and all other tasks as assigned.
RESUME
Mary A Waiters
Page 4
EMPLOYMENT HISTORY cont’d (Includes, but not conclusive):
06/96 – 03/1997 Cuyahoga Community College (Tri-C), Cleveland, OH
(Temporary Assignment)
Department of Diversity Coordinator/Administrative Assistant: Tasks included planning/coordinating events geared to Coordinated/implemented and later improved overall Diversity and obtained funding for these events from local businesses. Researched and implemented Grants provided by State & Federal Govt. as well as local businesses/residents who supported Diversity within the Educational fields. Assisted in the successful writing/presentation of Proposal and obtained a substantial Federal Grant in order for the Department of Diversity to remain established.
Other Employment:
From: 4/1993 – 5/1996
Office Manager: Local Thoracic/Cardiovascular Surgeon, Beachwood, OH
Started office from “ground up”; purchased all necessary medical equipment; hired/trained/supervised staff; obtained all Federal/State/Medical Licenses, Certificates and all documents required for a Medical/Surgeon’s Office.
From 5/1989 to 3/1993
Operating Room Coordinator/Adm. Assistant: Cleveland Clinic, Cleveland OH
Responsible for staffing the Operating Room 24/7 (on call daily); supervised OR staff; coordinated and organized all applicable reports, attended required Hospital Staff meetings, and advising and updating OR Staff as required.
From: 11/1988 to 5/1989
Various Temporary/Full-Time Positions thru Volt Temporary Employment Agency,
Beachwood. OH
Secretarial, clerical, administrative asst., most office jobs with various tasks as assigned.
RESUME
Mary A Waiters
Page 5
6/1969 – 05/1974 WLWI – CHANNEL 13 Indianapolis, IN
Public Service Coordinator/Producer/TV Talk Show Host, Channel 13 (WLWI),
Indianapolis, IN
Began position in local broadcasting in Indianapolis, IN, WLWI – Channel 13, as the Public Service Coordinator – responsible for selecting companies/individuals and scheduling/setup with 30/60 seconds of free airtime for Public Service Announcements as required by the FCC, to the community/viewing audience. Later acquired position as Producer of a local talk show (Here And Now), and was responsible for contacting/scheduling/arranging Guest appearances to be taped for the Show, which provided viewers with much needed/requested information. And prior to ending my broadcasting career, Produced and Hosted same Talk Show, interviewing such guests as representatives from American Cancer Society, VP of Greyhound Bus Transit, local Physicians/Surgeons, Educational Representatives. Began career as the Public Service Coordinator (responsible for fulfilling all “free airtime”), as regulated by Federal Govt, produced local Talk Show (“Here and Now”) inviting Guests from various Businesses and Organizations within/out of State; later became Host of same show.
6/1964 – 06/1967 Wildwood Manar Nursing Home, Clark Road, Gary, IN
Secretary for Owner/President – Wildwood Manor Nursing Home, Gary, IN
Responsible for admission of patients, completion of all documents – submitting within
home office, or external departments such as State Federal. Bi-weekly I reviewed
employees’ timecards for accuracy, tallied their salary due for timeframe and initiated
paychecks for owner to sign; distributed checks as necessary. Met with family members,
as necessary to resolve any issues on hand; followed up with staff and family to assure
everything was working properly as previously planned.
Education:
High School Graduate (Tolleston High School, Gary, IN - 1967).
Studied and received Real Estate License (John Carroll University,
University Heights, OH - 1979).
Received several Certificates/Awards during the majority of my
Employment History.
Active in Church activities. Rev. 12/8/2024
Contact this candidate