Customer Service Data Entry

Shelia P. Jones 313-***-****

***** ****** *****, ********, **, 48186 ************@*****.***

Professional Profile

OBJECTIVE

To have a challenging position that will utilize my experience and unique abilities. A high-impact position requiring creative and innovative approaches to problem solving, strategy development and fulfillment of my personal goals.

• Data Entry

• Word

• Spreadsheets

• Time Reporting • Coaching and Developing

• Mentoring and Monitoring

• Supervisor of over 25 employees

• Customer Service

Professional Accomplishments

Certificates of Class Room Completion in:

• Coaching and Development

• Legal Aspects of Learning

• Running a Telephone Call Center

• Awarding winning Customer Service

• How to Select and Hire High Performance Personnel

Coaching and Development

• Train New Supervisors

• Mentor Telephone and Written Customer Service Representatives

Accomplishments

• Created and Implemented a Time and Attendance Tracking System

• Combined duplicate job duties of employees

• Created new Job Descriptions for employees

• Train new Supervisors and Customers Service Representatives

• Mentor of New Hire Classes in addition to supervising over 25 Telephone Representatives

Manager Of

Customer Service North American Bancard August 2009 - Present

Troy , MI

SS March 2005-Decber 2008

Job Duties Performed • Supervise and monitor staff activities to ensure prompt, courteous and accurate response to customers.

• Mentor, monitor and develop employees.

• Administer discipline using Corporate Policy and Procedures.

• Devise scheduling using Interaction Client.

• Provide coaching and development using the Corporate Quality program.

• Handle escalated inquiries

Customer Service

Team Lead

Job Duties Performed

Blue Cross Blue Shield of Michigan,

Southfield, MI

• Supervise and monitor staff activities to ensure prompt, courteous and accurate response to customers.

• Mentor, monitor and develop employees.

• Administer discipline using the Master Labor Agreement and Corporate Policy and Procedures.

• Devise scheduling using Blue Pumpkin and Custom view.

• Provide coaching and development using the SEQP program.

• Handle escalated inquiries using the Local and Nasco systems

March 2005-Dec. 2008

Telephone Customer Service Rep Blue Cross Blue Shield Of Michigan, Southfield, MI Sept 2001- March 2005

Job Duties Performed • Respond to telephone inquiries.

• Data entry

• Review claims processing for correctness.

• Respond to subscribers request by telephone and or letter.

• Analyze benefit information Local systems professional and facility and convey information to subscriber in a manner in which they can understand. Also analyze Dental, Vision, Hearing

• Respond to telephone inquiries. Review claims processing for correctness. Respond to subscribers request by telephone and or letter. Analyze benefit information Local systems professional and facility and convey information to subscriber in a manner in which they can understand. Also analyze Dental, Vision, Hearing

Telephone Customer Service Rep

Detroit Edison Electric Company , Southfield, MI

Aug 1994 - Sept. 2001

Job Duties Performed • Respond to customer inquiries in person and by telephone.

• Data entry

• Process customer billing, and electric orders

• Respond to customers request by telephone.

• Analyze billing information and resolve escalated customer billing issues.

• Work mandatory overtime as needed

Education

Associates of Liberal Arts

Pursuing Bachelors Degree in Human Resource Management

Oakland Community College, Southfield, MI

Wayne State University May 2004

References

References are available upon request.

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