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John Petrus **********@*****.*** • 847-***-****

LinkedIn • Addison, IL 60101

Customer Service Manager

Results-driven Customer Service Manager with 15+ years of progressive leadership experience managing teams, optimizing operations, and delivering exceptional customer experiences across diverse industries. Proven expertise in building high-performing customer service organizations while maintaining regulatory compliance and driving operational efficiency. Combines strong analytical capabilities with exceptional people skills to resolve complex customer issues, implement process improvements, and exceed service quality metrics. Demonstrated success in managing multi-million-dollar operations, supervising large teams, and maintaining customer satisfaction in highly regulated environments.

Areas of Expertise

●Staff Supervision ● Sales & Audit Management ● Workflow Optimization

●Budget Oversight ● Issue Resolution & Quality Control ● Relationship Management

●Process Improvement ● Customer Service Excellence ● Service Quality Improvement

Professional Experience

Department of Homeland Security Chicago, IL Transportation Security Officer July 2022 —April 2025

Deliver comprehensive customer service to diverse traveling public while maintaining strict adherence to federal security protocols, managing passenger flow, and ensuring positive experience during high-stress security screening processes. Conduct thorough screenings of passengers and luggage to prevent prohibited items from entering secure areas. Monitor security checkpoints and coordinate with team members to maintain safety protocols and efficiency. Communicate effectively with a diverse population to address inquiries and resolve any concerns professionally.

●Achieved certification as a security analyst.

●Recorded 98% customer satisfaction rating through exceptional service delivery during high volume passenger screening operations.

●Recognized for superior customer service during peak travel periods, managing 1,000 passengers daily with zero security incidents.

●Achieved 100% compliance with federal security protocols and TSA regulations across all performance evaluations.

Dovenmuehle Mortgage Insurance Company Lake Zurich, IL Research Audit Team Manager January 2018 — April 2022

Led research audit team, overseeing analysts and staff writers within Santander Bank's Research Department. Directed use of ACES software to enhance customer analytics, reporting, and management analysis capabilities. Pioneered the adoption of ACES across the organization for quality control audits, boosting productivity and reporting metrics. Collaborated with subcontract audit teams for regulatory compliance and quality control audits, particularly with major clients like HSBC Bank. Managed training initiatives for ACES software, equipping colleagues with tools for improved compliance audits and process efficiency.

●Managed subcontract auditing teams in collaboration with HSBC and Santander Bank, two leading global financial institutions.

●Led successful implementation of ACES software system resulting in 35% improvement in audit efficiency and enhanced management reporting capabilities.

●Managed research operations for $50M+ loan portfolio while maintaining 100% regulatory compliance across all federal and state requirements.

●Reduced audit processing time by 25% through process optimization and team training initiatives, improving client satisfaction and operational efficiency.

AON Hewitt Navigators Chicago, IL Benefits Advisor October 2011 — July 2017

Advised clients on insurance plans tailored to individual needs across multiple states, including California, Illinois, and New York. Evaluated eligibility for enrollment and recommended suitable options aligned with personal and financial criteria. Illustrated Medicare insurance plan costs and benefits through digital platforms and direct telecommunication. Developed deep understanding of industry certifications, such as AHIP, and maintained currency with diverse carriers including Aetna and Humana. Guided insurance transitions and facilitated smooth adjustments to new healthcare arrangements.

●Supported AT&T Retirees in transitioning from company insurance to an HRA allowance for independent coverage.

●Achieved top 10% performance ranking among regional benefits advisors for customer satisfaction and enrollment metrics.

●Maintained active licenses in nine states while achieving 100% completion rate for continuing education and certification requirements.

●Successfully enrolled 1.200 clients in appropriate insurance plans with 96% accuracy rate and zero compliance violations.

Additional Experience

Interstate Brands Corporation Crystal Lake, IL District Sales Manager

Directed comprehensive district sales operations included territory management, distribution coordination, and personnel supervision for 20-member team while managing Crystal Lake facility operations and annual budget of $3.25M. Coordinated complex logistics operations including product deliveries, outbound shipments, inventory management, and supply chain optimization while ensuring timely distribution and customer satisfaction across multi-state territory.

●Generated annual revenues of $3.25M while consistently exceeding district sales targets by 12% over 24-year tenure.

●20-person team achieving 95% employee retention rate and zero safety incidents through comprehensive training and safety program implementation.

●Optimized distribution operations resulted in 18% improvement in delivery efficiency and 22% reduction in operation costs.

Education & Certifications

Professional Certifications:

●Transportation Security Administration (TSA) Security Screening Certification

●AHIP (America's Health Insurance Plans) Certification - 2016

●Patient Protection Affordable Care Act Certification - 2013

●Multiple Insurance Carrier Certifications (Aetna, HSBC, UHC, WellCare, Humana) - 2016

Licensed Insurance Agent:

●Past active licenses in California, Illinois, Iowa, Maryland, Missouri, Mississippi, Ohio, New Mexico, New York

Certified Insurance Carriers:

●Aetna, Anthem Blue Cross, Blue Cross of California, HCSC, Humana, MVP, United Health Care, WellPoint, WellCare

Technical Proficiencies

Software & Systems:

●Customer Relationship Management (CRM) platforms

●Material Requirements Planning (MRP) and Enterprise Resource Planning (ERP) systems.

●ACES online application for customer analytics and management reporting

●ISSI Pension Welfare and Health online audit support software

Microsoft Office Suite:

●Advanced Excel (data analysis, reporting, metrics tracking)

●PowerPoint (presentations, training materials)

●Project (project management, timeline coordination)

●Windows 10 Professional and Microsoft Office 365 Suite

Industry-Specific Applications: Regulatory compliance and audit management tools. Insurance and benefits administration systems.

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