Systems Analyst. Project Manager. CSR

Stephen Ellis

707-***-****) **********@*****.***

Objective

Customer Service Working From Home

Relevant Skills

* ***** ********** ** ********** retention at Santa Rosa Press Democrat

Excellent communications skills encouraging clients to continue their subscriptions and bring their accounts up to date in an outbound calling position.

4 years’ experience as a CSR for Sonoma County Paratransit.

Great customer services phone skills helping severely handicapped clients with transportation needs and calmly dealing with emergencies as they arise

Polite, tactful, patient, and pleasant especially when talking with older or challenged clients

Scheduling bus routes to make the most efficient use driver’s time.

Communicating with drivers when problem arose with vehicles or schedules and quickly resolving them.

Excellent technical experience with Microsoft Office; Word, Excel and Outlook as well as strong IT experience as a programmer and systems analyst.

Strong problem solving skills and great follow through

A background in sales culture as a loan officer and an advertising salesman

Quick learner who enjoys a continual learning environment

Accomplishments

Reached out to clients who had not been contacted in months and succeeded in bringing up to date hundreds of subscriptions and eliminating a large backlog.

Booked over 100 rides a day and scheduled buses while acting as a Dispatcher and CSR for Volunteer Wheels

Added 2.2 million to commercial loan portfolio

Supported online customers all over the country while also preparing reports for upper management at Fireman’s Fund

Created new and continuing good customer relations out of cold calling and warm leads

Led new client orientation sessions at Sonoma County Job Link

Updated office procedures to save time and increase efficiency

Supported online customers of major digital marketing firm

Work History

2023-2025 Client Support and Sales Santa Rosa Press Democrat

2022-2023 Retention Specialist Santa Rosa Press Democrat

2016-2020 CSR/Dispatch- Volunteer Wheels of Sonoma

2015-2016 SEO - DrumBEAT Marketing in Houston, TX.

2013-2015 Job Developer - Goodwill Industries of the Redwood Empire

2010-2013 Account Executive - Redwood Merchant Service (Westamerica Bank)- Selling credit card processing locally and nationally

2008-2009 Commercial Loan Officer - Westamerica Bank - Building local book of business and sourcing new loans

2005-2008 Account Executive - Valley Yellow Pages - Contacting local businesses to increase their advertising and designing new ads

1996-2003 Lead Systems Engineer - Fireman’s Fund Insurance - Supporting business users, programming, and leading project teams

1994-1996 Senior Systems Analyst – IBM – Designing database and leading project team

Education and Training

AA in Economics and History at City College of San Francisco

Search Engine Optimization Training from Solas Web Design

Sales training from Valley Yellow Pages including active listening, and customer relations

Technical training from IBM and Fireman’s Fund including Microsoft Word and Excel and Lotus Notes

Emergency counseling techniques from Sonoma County Law Enforcement Chaplaincy

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