Customer Service Account Executive
Resume:
Shawn McClanahan
**** ** **** *****, *****, Fl., 34476.
Mobile Phone: 267-***-****
E-mail: ********@*****.***
OBJECTIVE
I would like to work with a company that puts customer service first. I would like to share my experiences, and college work to provide the best services to clients. Whether it be over the phone, or live in person, customer service leaves a life time impact on all customers. I want a strong company that believes in values, and always learning, and implementing new ideas to promote growth, and educating its employees', and customers. By doing this we are creating a solid business ethical relationship, or should I say, " A life time impact, and a solid relationship."
WORK EXPERIENCE
Customer Account Executive (Billing)
June2005 – Present
Comcast, Inc. Northeast Philadelphia, Pa.
At Comcast I am in the billing department which works closely with levels of services customers are interested in. I offer home phone services, internet, and cable television services. Review customers bill to see if there are any plans affordable after promotional rate has ended, monitor and follow up with customers’ accounts requiring detailed research. Inform customers’ of promotional channels and events for ordering per pay per view. Upsell services to bundle them with customers current entertainment package. Assist with new hires for training and support before being assigned to new supervisors. Maintain and track all levels of adherence, aux times, average handle times when talking with customers. Maintaining all levels of service goals and report all escalated issues beyond my scope to supervisors and management.
Customer Service Representative/ Trainer
November 2005 – May 2012
Nutrisystem Fort Washington, PA
Consumer Packaged Goods Manufacturing
At Nutrisystem, Inc., I am responsible for handling inquiries via phone, email, or written correspondence. When customers hang up they don't feel like just a number, but rather a valued customer that has a reprensentative on the other end that cares.
My job duties at Nutrisystem, Inc., are to ensure that our clients have their inquiries resolved on their first call into customer service. Anything that needs more time is done within a timely manner, and communication with the client is essential in this process. I answer questions regarding; billing, tracking of their packages, making changes to their plan, up selling, editing their food choices, delaying shipments, providing information on returns, and credits. I also assist with the training of new employees, and other duties out lined by management. The main description of my job is to use my past experience, and college training to ensure that I am professional, educated with job knowledge, and an attitude to resolve any issue a customer may have. Communication with clients is the essential part of customer service with any company.
Organization and Time Management,
Dispatch Supervisor
May 2004 - October 2005
Tansit Aide Palmyra, NJ
Travel, Transportation and Tourism
Providing customer service to our drivers, and customers in need of assistance getting to, and from appointments as needed.
My duties at Transit Aide Inc., were to provide customer service to our drivers that pick up our clients for scheduled appointments. I was also a supervisor of dispatch and was responsible for payroll, hiring and interviewing, setting up drug test appointments for new employees, communication with establishments that were in need of our services, monitor our drivers to ensure prompt pickup of our clients, inform drivers of any changes to their work manifest, inform drivers of detours to ensure timely pickup of clients. I was also responsible for filling in routes when workers called out, and the scheduling of employees shifts.
Organization and Time Management,
Customer Service Professional
June 2003 - July 2004
Aetna Blue Bell, PA
Healthcare Services
To assist health care staff with payment of services, elgibility levels, and insurance verification.
I assisted doctor's, nurse's, and all health care staff via phone. I provided information such as; insurance verification, dealing with doctors and office staff regarding insurance coverage for inpatient treatment or outpatient treatment, verify coverage amounts and limits, performing pre-certification before a customer goes into surgery or a hospital stay, processing of claims, billing inquires and settling all insurance disputes.
Organization,
Insurance Consultant
July 2000 - September 2002
AIG Insurance Company Philadelphia, PA
I worked in a call center environment dealing with customer inquires via, phone, fax, email, or written correspondence. I assisted customers with quotes on adding vehicles to an existing insurance policy, billing, insurance cards, customer discounts, adding new licensed drivers within the household, account underwriting, insurance verification, educating clients on coverage levels. verifying insurance coverage to dealers when clients would purchase a new vehicle. I assisted with training new employees, and other duties that management would request.
Interpersonal Leadership,
Quality Analysis
December 1999 - July 2000
American Express Philadelphia, PA
Banking
I assisted client with credit card inquiries, and billing services.
I worked within the customer service call center educating and training new customer service representatives on quality. Monitored and evaluated customer service representatives on the phone to ensure product knowledge. I sat with representatives, while they were on the phone to ensure product knowledge, and successful computer navigational skills. I did remote monitoring from the quality department and then reviewed scores with customer service representatives. I worked with upper management on new training guides, while implementing the ones that were already enforced. I developed and strengthened weakness of representatives on the phone to build up their skills and product knowledge to assist our valued customers.
Organizational Leadership,
Card Services Specialist
August 1997 - October 1999
Bank of America Norfolk, VA
I assisted customers with inquiries concerning; updating address, adding authorized users, billing inquiries, increasing and decreasing credit limits, offering lower interest rates, closing and opening accounts, sending out replacement cards, starting fraud cases when necessary, and connecting customers to appropriate departments depending on the nature of the call. I would also work in other departments within the bank and learned many other functions that would add to my knowledge in assisting our clients.
Interdepartmental Organization and Communication,
EDUCATION
Doctorate, Psychobiology,
December 2010 - I have not graduated
University of Phoenix Phoenix, AZ
I am currently working towards my Ph.D., in clinical psychology, and counseling.
Associate Degree,
September 1994 - July 1995
Craft Institute Philadelphia, PA
GPA 3.8
REFERENCES
Dolores Gaffney
Customer Service Representative, Nutrisystem, Inc.
800-***-**** ext 3772
********@***********.***
Professional
Nina Robinson
Customer Service Support, Nutrisystem, Inc.
*********@***********.***
Professional
Amoy Wright
Admissions Counselor - College, The University of Phoenix Inc
*****.******@*******.***
Professional
Contact this candidate