Customer Service Program Manager

Devon Judge

**** ******* ***** **, *** * • Norfolk, VA 23513 • E-mail: **********@*******.***

KEY QUALIFICATIONS

Organize and coordinate projects for maximum efficiency.

Ensure quality and high performance in maintaining schedules and deadlines.

Work independently or in a team setting to institute creative improvements, allowing better management workflow.

SKILLS

Microsoft Office (Access, Excel, PowerPoint, MSWord), Peachtree, Program Manager, Fireworks, Photoshop, Dreamweaver, Flash

EDUCATION

Tidewater Community College, Virginia Beach, VA, Graphic Design

Strayer University, Chesapeake, VA, Database Technology / minor Web Design

EMPLOYMENT

GEICO, Virginia Beach, VA 10/24 - Present

License Auto Agent

Providing outstanding customer service by showcasing expertise, fostering trust and growing customer satisfaction

Be an effective communicator who understands the importance of listening and being empathetic

Ability to work and grow in a fast-paced, high-volume call center environment

Helping with the policy holders to service their policy

Give advice on how to make changes to policy

QVC, Chesapeake, VA 7/19 – 10/24

Customer Service Representative

Communicate with customers inside and/or outside the company where considerable resourcefulness, tact, and procedural knowledge is required.

Resolve all internal and external customer issues in compliance with company procedures for routine inquiries. Input data on-line and document all transactions carefully. Identify and respond to various customer complaints or concerns using all available resources in order to retain or recover profitable customer relationships.

Resolve customer issues utilizing established guidelines and resources that support a one call resolution.

Perform credit services that assist the customer with interpretation, reconciliation, theft, loss, replacement information, as well as general account information.

Nesco Resources, Hampton, VA 09/18-08/2019

Customer Service Representative

Aid those individuals applying for Medicaid or reaching their annual re-determination date.

Assist callers in completing Medicaid financial applications for assistance and renewals using the state’s online application system.

Manually enter all applicant information into the LDH online application system.

Handle various calls received from individuals and households identified by LDH who need assistance completing forms and applications pertaining to their Medicaid eligibility

Renewal Medicaid applications, New Medicaid applications, 1095-B IRS forms, other call types as mutually agreed upon.

Alorcia, Newport News, VA 9/2015 – 8/4/2018

Customer Service Representative - UPS

Communicate via inbound and outbound telephone calls with customers

Provide prompt resolution to customer inquiries by providing appropriate and accurate information.

Accurately document and update records in required systems

Follow up in a timely manner to ensure customer satisfaction.

When required upsell and/or cross-sell products or services to customers when appropriate.

PDS Technical Services, Norfolk, VA 8/12 – 9/2015

DocuCare Associate - Xerox Corporation

Serve as the single source of contact for all service call

Provide preventative maintenance to address high frequency service to Xerox copier Machines

Diagnose and correct copy and print quality problems

Establish a parts inventory for responsive on-site service.

Maintain an on-site inventory of consumable supplies

Keep equipment operating at peak levels

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