Customer Service Manager

April Sheely

**** ********* *****, *******, ** **349

508-***-****

*.*.******@*****.***

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• Dedicated customer service manager; extensive knowledge of Marketing, Order Fulfillment, Finance & IT

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Areas of Expertise

Customer Service Management

Complaint Handling & Resolution

Operations Management Customer Satisfaction Enhancement

Data Extraction Teambuilding & Training

Order Fulfillment

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Professional Experience

Amica Mutual Insurance Raynham, MA 10/06 to 09/10

Account Representative, 10/06 to 9/10

• Serviced new customers to obtain a new insurance policy for Auto, Home, Life and Marine for Massachusetts Customers

• Answered incoming calls for all questions regarding insurance policies for Massachusetts customers

• Applied payments, credits, and made account changes

• Studied for Massachusetts Insurance Brokers License

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Specialty Catalog Corp – Easton, MA 4/93-2/04

System Analyst/Project Leader/Call Center & Finance Liaison, 1/98 to 2/04

Lead a successful team in the following areas:

• Design, development & implementation of Order Process & Fulfillment Application using Powerbuilder

• Conduct weekly user group meetings; Troubleshoot system issues; Provide in house customer service

• Data Extractions and investigations using SQL*Plus, PL/SQL, & Powerbuilder

• Assist Reporting Team with business rules and database analysis

Analyst

• Successful in the support and service of the production and development of databases(Oracle). Tasked with writing PL/SQL and SQL programs and scripts for maintaining databases. Played a major role in the migration of a mainframe system to a client server environment. Ensured of data integrity during the migration process

Call Center Manager 10/95-12/98

• Recruited, Trained, Managed and Monitored 35 – 50 Customer Service Reps

• Maintained all payroll, schedule and personnel information

Handled Customer Service escalated issues and call backs

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Education and Training

Massasoit Community College Brockton, MA

Completed several courses towards an Associates Degree in Liberal Arts

Oracle Corporation – Boston Ma

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