Customer Service Sales

Jessica Hunter *** S Spring St Apt *** Los Angeles, California 90013

***************@*****.*** 213-***-****

Skills:

• Type 30 wpm

** ***

• Social Media

• 13 plus years of customer service experience

• Computer skills: PC and Mac (Outlook, PowerPoint, Excel, Office and Word)

Education:

Wake Technical Community College 2000-2001

Early Childhood Education

Springfield High School, New York City New York

Diploma

Employment History:

Coventry Insurance, Raleigh NC 12/07-1/12

Benefits Specialist Supervisor

• Executed daily operations dealing with clients pertaining to Medicare Part D

• Handled the reinstatement and cancellation of accounts

• Investigated Medicare part D claims filed from members during open enrollment

• Contacted members with status changes and dealt directly with Medicare and Medicaid

• Answered escalations pertaining to claims and enrollment issues

• Handled complaints from members about LEPs (Late Enrollment Penalties) and assisted members with SEPS (Special Election Periods)

Sprint Communications, Raleigh NC 2/07 to 2/09

Technical Support Specialist

• Executed daily operations of troubleshooting for the CDMA and the IDEN networks

• Advised subordinates on handling difficult customers issues

• Trained CSR’s on the technical support aspect of activating/deactivating phones

• Managed a 15 to 25 person team on a daily basis including all calibrations and quality

• Lead for employee reviews with disciplinary actions plans when necessary

Tel-Net Marketing Group, Raleigh NC 6/02 to 9/07 Marketing Supervisor

• Directed workers to investigate complaints concerning rates and service in connection with domestic and international calling

• Trained and managed 10 to 15 CSR’s and achieved significant improvements in productivity

• Reviewed actions of subordinates to ensure that there were no customer complaints, and if there were that they were corrected and handled immediately

• Strong understanding of methods and principles for showing, selling, and promoting products and services including product demonstration, marketing strategy and tactics, sales control system and sales techniques

Electronic Data Systems, Raleigh NC 11/96 to 1/02

Customer Service Supervisor

• Supervised 10 to 15 employees, scheduled work hours, resolved conflicts, determined incentives and bonus based on a sliding scale

• Successfully handled disputes for AT&T

• Worked on investigations pertaining to billing fraud on customers accounts

• Followed up with a random sample of customers to ensure that compliance

was had been followed

• Monitored the quality of about 90-100 people, then touched basis with

the client to make sure there were no complaints

• Trained and managed 10 to 15 CSR’s and achieved significant improvements in productivity

• Examined pertinent data to determine accuracy of customer compliance.

References available upon request

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