Customer Service High School

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MALCOLM REESE

Licensed Professional

484-***-**** 5310 Delmar Rd. Clifton Heights, PA 19018 ************@******.*** CAREER PROFILE

Experienced roofing professional with over 10 years in the industry, specializing in customer service, management, and team building. Skilled in leading and supervising teams, with a proven ability to motivate others, maintain high- quality standards, and increase overall productivity. Recognized for being well-spoken, organized, and highly effective in time management. Known for integrity, consistency, and continuous improvement throughout a long- standing career. Confident and poised when working with individuals at all levels, with strong organizational and interpersonal skills. A proactive self-starter who thrives under minimal supervision and remains calm under pressure while keeping teams aligned with common goals.

EDUCATION

High School Diploma 2001- 2005

Academy Park High School Sharon Hill, PA

Certificate of Completion 2015-2019

Local 30 Apprenticeship for Roofers and Waterproofing Philadelphia, PA TRADE/UNION AFFILIATIONS

2015 – Current Local 30 Roofers Union Philadelphia, PA KEY QUALIFICATIONS

Highly experienced in leveraging assigned teams’ performances, perspectives, and capabilities to improve individual and team efforts

Effective in meeting and maintaining work practices that align with city code compliance

Demonstrate expertise in establishing and maintaining a high-performance customer service culture within the organization with respect to communication, problem solving, and maintaining customer’s trust

Strong track record of maintaining productivity and completing projects within deadlines, without compromising quality

Proficient in providing leadership, conflict resolution, and strategic planning PROFESSIONAL EXPERIENCE

05/2015-Present QUALITY ROOFING Philadelphia, PA

Roofer/Waterproof

Remove existing roofing with no structural damage to property

Insulate and apply new roofing to commercial properties

Apply wall flashing when needed to any structure

Professional Heat welder, use heat gun to torch down roof

Work with some of team leads to secure contracts for jobs

Compile and manage inventory for jobs at job site 2 P a g e

2016-2019 HAHNEMANN UNIVERSITY HOSPITAL Philadelphia, PA Member Relations Team Leader/ Supervisor

Promoted to this position in 2017

Attended external meetings as Management of Member Relations Team Lead

Conducts & facilitates On Site Interviews, meetings and monthly audits

Ensures that reports are completed, accurate, and timely to meet regulatory and company regulations.

Attends and assumes a leadership role in Management meetings, staff meetings, and all external cross- functional meetings.

Assists Member Relations Representative with accurate dissimulation of information to callers/ Handle Supervisor Calls/ Escalated Calls

Reports on trends and issues that impact the Member Relations Department

Assist in the coordination of special assignments including reports and departmental projects

Act as a liaison to patients who request one-on-one assistance Member Relations/ Billing Customer Representative

Educated callers about their bills and plan options for resolving those bills

Reported on trends and issues which impact the patients

Facilitated the Call Center Academy Training for the new hires

Mentored and trained the new hires with questions, documenting and navigating thru all the system

Conducted the Subject Matter Training for the new hires.

Provided comprehensive customer service to our Walk-In patients who had concerns

Responded to patient and patient-related calls in a courteous, professional & efficient manner providing timely follow-up to requests for information

Participated in appropriate staff meetings and training sessions 2015-2016 HOLIDAY INN EXPRESS Philadelphia, PA

Environmental Services: Housekeeping

Provide a clean and safe work environment for staff members and visitors

Perform general cleaning in office and work spaces

Remove trash

Sweep, mop and service floors in various parts of the company

Have general knowledge of chemicals for cleaning and floor care

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