Customer Service Project

RYAN NEWMAN

**** ******** ***** 402-***-****

Bellevue, NE 68123 **********@*****.***

OBJECTIVE

To excel in a position where I will be able to use and build my project management knowledge to create an successful results that exceed customer expectations.

SUMMARY OF QUALIFICATIONS

Experienced Business Professional with a proven commitment to providing the highest level of customer service; described as critical thinker/analyzer with exceptional communication and problem solving skills with the ability to prioritize and handle multiple projects simultaneously, also Advanced Microsoft Office (Word, Excel, Access, PowerPoint, and Outlook) skills.

EXPERIENCE

2006 – Present Pacific Life Insurance Omaha, NE

Document Center Lead

Oversee doc center functions: opening mail, batching, scanning into workflow systems, mail handling, shipping and receiving

Monitor quality and productivity; allocate resources as needed based on business needs

Liaison between IT and business units, oversee user-acceptance testing

Train new associates on all processes, develop training programs for new hires and cross training associates

Develop, program and maintain quality reporting database and reports; develop time tracking database for associates

Mentor and coach team on quality and productivity

Manage multiple project initiatives, including online documentation, QR reporting and time tracking systems used by the department.

Customer Service Specialist

Field incoming calls, process service request and resolve complex customer issues.

Assist in contact administration and coordinate with other teams for updating procedural changes

Develop training program and train associates on fixed annuities

Solely responsible for development, programming, and maintaining call center logging system and request automation.

Create/Update forms used by service team for requests

2006 BKNB dba MSC Wireless Beatrice, NE

Wireless Team Leader

Field sales requests, service changes and provide technical assistance for customers

Responsible for making and setting sales goals for team

Develop in-store training for new employees

2005- 2006 Remedy Intelligent Staffing Omaha, NE

Pacific Life Project Staff

Review policy documents to locate as-sold illustrations

Train associates/new hires on procedures and process

Developed tracking tools to monitor overall progress of team and individuals, track completeness of overall project, monitor and assign work to team for various projects and report daily progress to members of management

Coordinate with other teams on processes to complete updates

ACHIEVEMENTS

Design, program, and maintain electronic call logging system, quality review tracking system and time tracking system.

Develop and conduct various training programs

Obtain FINRA Series 6 license

EDUCATION

Nebraska Wesleyan University – Business Management, Emphasis in Project Management using PMBOK methodology (currently enrolled)

Southeast Community College - Computer Courses/EMT/Firefighting (2000-2003)

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