Experienced Customer Service Supervisor and Trainer
Resume:
Longmont, CO *****
Cell 719-***-****
Email: **********@***.***
James Reagan
Objective: To join a customer service organization where I can leverage my outstanding customer service and supervisory skills for both internal and external customers of the organization. Proven supervisor who is an exceptional trainer and contributor to the overall success of the team.
Education:
1981 – 1983 University of Southern Colorado Pueblo, CO
B.S. Sociology-with emphasis on Criminal Justice
1977 – 1979 Pikes Peak Community College Colorado Springs, CO
A.S. Criminal Justice
Professional Experience:
7/2017 – 2/2026 Pharmerica Longmont, CO
Title: Census Associate/Customer Service Representative
Training Lead for Census
Updating and Insuring Accuracy of Medicare, Medicaid, and Private Insurance
Discharging Residents from Facility Census
Admitting Residents from Census and Verifying Correct Insurance
Responsible for maintaining compliance certifications
IRF Training
5/2016-7/2017 Manpower Inc Longmont, CO Pharmerica
Title: Contractor
8/2009-4/2016 Manpower Inc (IBM/Lenovo) Boulder, CO
Title: Customer Assistance Focal Team Lead (Contract)
Assist Lenovo Customers with Product Warranty Entitlement Issues
Work with Customers on Payment and Repair Issues
Training new hires on warranty processes and procedures
Highly productive resource ( Record number of calls managed - October 2012)
Create service calls when required
Actively warranty issues in multiple tracking data bases
‘Go to’ resource for difficult issues requiring specialized skills to resolve issues
9/2006-11/2008 FSH Communications Denver, CO
Title: Telecommunications Technician
Program and Install Nortel Millenium Pay Phones
Program and Install Pro-Tel and Eco-Tel Pay Phones
Install. Disconnect, Repair and maintain Classic Pay Phones
Collect money from Pay Phones
5/2006 – 8/2006 TQ3Navigant/TEKsystems Englewood, CO
Title: Nortel PBX Analyst (Contractor)
Provide system support for all Moves, Adds and Changes For Nortel 61C and 11C
Call Center and Symposium
Provide 24x7 support for all system maintenance
Program and Install 2000 series, 3900 series, and VOIP Telephones
Install Gateway 9115 and 9150 Hubs
Repair all Phones and data cables, including Fiber optic for Office
Coordinate company needs with Telecomm Maintenance Vendor
1/2006 – 3/2006 NAVTEQ / TEKsystems Englewood, CO
Title: Driver Data Collector (Contract)
Driving Colorado Collecting Service Data for Online Maps
9/1998 – 6/2005 The Colorado College Colorado Springs, CO
Title: Lead Nortel PBX / Telecommunications Technician
Provided system support for all Moves, Adds and Changes for Nortel Meridian 1 81 series PBX
for entire college campus (2200 number of Users)
Supports and Maintains Meridian Mail system
Provides 7X24 support for all phone system maintenance
Repairs all phone and data cables, including Fiber Optics for campus
Coordinates any sub-contracted services regarding phone or data cable repairs
Project Manager for all phases of phone and data cabling capital projects through installation.
Directed all vendor selection and qualifications of external subcontractors to support capital
projects.
Assisted IT with Data Hubs, LAN/WAN, and WIFI
Volunteer Experience:
5/1990-1/2003 Tri-Lakes Fire Department – Title: Captain Firefighter/EMT-I
6/1977-4/1990 Colorado Civil Air Patrol – Title: Lt. Observer and Ground Search Team
Summary of Qualifications:
Professional Certifications and Associations:
Fiber Optics Installer (2XXX)
AVAYA Category 6E and 5E Installer (2XXX)
KRONE True Net Installer (2XXX)
AMP cable Installer (2XXX)
Software used:
MSWord, MSProject (Schedules and Cost Management), MSExcel, Visio, Power Point,
Outlook, Lotus Notes and various Work Order Management Systems
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