Call Center Customer Service

Janet Mullins

*********@*****.*** +1-727-***-****

WORK HISTORY

PREVENTATIVE HEALTHCARE ADVISOR at Life LineScreenings of America October 2024 - March 2025 (0.5 Year)

Inbound call

CSR at SelectQuote

November 2022 - April 2023 (0.5 Year)

Contract position during Medicare Advantage enrollment season to contact potential insurance customer and direct their calls to appropriate department. As well as updating our multi client database using Salesforce.

Deposit Advocate CSR at Ttechs IT Services Customer Service April 2020 - November 2022 (3 Years)

During the pandemic assisted business customers with their applications for PPP (payroll protection program) loans from start to finish. Took calls from home for Bank of America and assisted customers with deposit accounts everything from general maintenance to complaint resolutions. Excellent reviews received from most clients and call time is good. LPN Charge Nurse at Worldwide Staffing

January 2019 - December 2020 (2.5 Years)

Charge Nurse temp work

Nursing Supervisor at The Hermitage

January 2016 - December 2019 (4 Years)

Responsible for the health and safety of 122 residents at full capacity. Also responsible for the actions of all employees through the course of their shift. In contact with physicians regarding any concerns about our residents. Kept them apprised of all test results and documented any orders related to such. Assisted staff whenever possible. Assisted Director of Nursing in her absence with state reports. And any other duties that arose between 3 and 1130 PM. Home Health Care Manager at Arkin Home Health

January 2010 - December 2016 (7.5 Years)

Manager of all HHAs. Did testing and certification for state. As LPN went to clients home s and did intakes. Went with HHAs for first orientation for clients. Did surprise visits to ensure all work was being done. Did payrolls and all hr duties. Helped to grow client base. Call Center Manager Assistant Vice President at Shawmut Bank July 2000 - October 2010 (10.5 Years)

Managed a 350 seat Call Center with the assistance of one Assistant Manager and helped out by 5-6 Team Leads. Shawmut bank was the 9th largest financial institution in the world until the late 90 s when Bank of Boston and Fleet Financial bought it out. Then Bank of America came in and customer service was moved down south. I was in charge of all Call Center s training programs and hirings and firings performance reviews then I solely switched the environment of their Call Center from simply taking calls to teach everyone in the center to cross sell our products on every single call. I also worked out a reward program to let them be compensated for their success. I developed sales scripts in conjunction with the Marketing Manager. I grew staffing from 150 to 350 over the course of 18 months which got me a promotion to Assistant Vice President of Call Center.

Executive Recruiter at Management Recruiters International - The Boston Group January 2006 - December 2007 (2 Years)

· Located healthcare facilities that are in need of staff · Discovered candidates that were searching for employment · Interviewed said candidates, checked references and scheduled interviews · Searched for salespeople to fill recruiting position · Interviewed and hired salespeople for local office · Authorized and negotiated contracts for both candidates and client fees

Nynex - Bell Atlantic Business Consultant at

January 1970 - March 2025 (55.5 Years)

Examined business owner s telecommunication needs and created innovative solutions to problems · Performed scheduling, cost analysis and customer service. Olan Mills Portrait Studio - Telemarketing Manager at January 1970 - March 2025 (55.5 Years)

Grew sales staff from five to 25 and increased annual sales from 250k to 1 million over the course of two years. Created sales training program that was used throughout the county to develop the telemarketing staff.

EDUCATION

Mount Wachusett Community College - Associate Degree Graduated 1970-01-01

Marketing

Montachusett Regional Vocational High School - Masters Degree Graduated 2010-01-01

Nursing

Western Governors University - Bachelors Degree

Graduated 2016-01-01

Sales and Marketing

SKILLS

MS-Access, To complete

Microsoft Excel, To complete

Microsoft Windows, To complete

Advanced Cardiovascular Life Support (ACLS), To complete Agile Methodology, To complete

Analytical, To complete

Data Analysis, To complete

Business Marketing, To complete

Business To Business, To complete

Financial Institution, To complete

Banking Services, To complete

Basic Life Support, To complete

Telecommunications, To complete

Cost Benefit Analysis, To complete

Business Development, To complete

Customer Relationship Management, To complete

Business Administration, To complete

Business Analysis, To complete

Management and Business Consulting, To complete

Business Planning, To complete

Business Process Improvement, To complete

Business Relationship Management, To complete

Call Centers, To complete

Corrective And Preventive Action (CAPA), To complete Certified Nursing Assistant, To complete

Change Management, To complete

Customer Service, To complete

Communication, To complete

Computer Networks, To complete

Databases, To complete

Computer Literacy, To complete

Conflict Management, To complete

Contract Negotiation, To complete

Customer Retention, To complete

Direct Selling, To complete

E-Commerce, To complete

Eclipse (Software), To complete

Performance Management, To complete

Occupational Safety And Health, To complete

English, To complete

Finance, To complete

Sales, To complete

Forecasting, To complete

Grammar, To complete

Leadership, To complete

Recruitment, To complete

Marketing, To complete

Hospitality, To complete

Human Resources, To complete

Instant Messaging, To complete

IT Service Management, To complete

Product Lifecycle Management, To complete

Loans, To complete

Maintenance, To complete

Marketing Management, To complete

Project Management, To complete

Medicare, To complete

Merchandising, To complete

Microsoft Office, To complete

Negotiation, To complete

Netsuite, To complete

Nursing, To complete

Oracle Applications, To complete

Oracle PeopleSoft, To complete

Telemarketing, To complete

Pivot Table, To complete

Microsoft PowerPoint, To complete

Presentations, To complete

Pricing Strategies, To complete

Product Design, To complete

Product Management, To complete

Program Management, To complete

Purchasing Process, To complete

Quality Management, To complete

Sales Management, To complete

Sales Training, To complete

Salesforce.Com, To complete

Supply Chain Management, To complete

Microsoft SharePoint, To complete

Software Engineering, To complete

Statistics, To complete

Strategic Thinking, To complete

Time Management, To complete

Smartsheet, To complete

Scheduling, To complete

Service Orientation, To complete

Coordinating, To complete

Assessments, To complete

Branding, To complete

Reliability, To complete

Administration, To complete

Trustworthy, To complete

Attention To Detail, To complete

Coaching And Mentoring, To complete

Fundamental Payroll Certification, To complete

Hubspot, To complete

LANGUAGES

English, Native/Bilingual

ABOUT ME

I have management experience: 1 years

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