Customer Service Manager

MICHAEL A HUDSON

*** *. **** ****** ***********, MINNESOTA 55419 612/978-7677

EMAIL ADDRESS:*******.*.********@*****.***

OBJECTIVE:

To be able to utilize computer and customer service skills in a professional call center environment

WORK EXPERIENCE:

10/2007 to 03/2009

Express Scripts Incorporated-Bloomington Call Center; Bloomington, Minnesota

Patient Care Advocate/Call Center Representative

• Facilitating the transition of requested medication to mail-order.

• Utilized multiple systems to service incoming prescription and gathering information. enter

• Entered data, and processing prescription request.

• Responsible for collaborating with other ESI department, made follow up calls and retrieved patient information.

• Ensured complete and accurate documentation in the appropriate systems of all contacts to maintain the quality of

the mail-order process. Also identified and escalated repetitive questions or problems so that corrective action be

pursued and expedited to the correct departments.

02/2006 to 08/2007

Teleperformance - CallTech Site - USA Mobility Campaign; Columbus, Ohio

Customer Service Representative

• Provided quality customer service to clients on a daily basis.

• Provided and handled billing Inquiries, billing disputes, collected payments on past due amounts, processed

payments with credit card or check by phone.

• Assisted customers with the activation of pagers & switched out pagers by processing cap codes, equipment

number or serial number and transferring customers to the correct department for various issues.

10/2005 to 12/2005

Infocision Management Corporation - Earthlink -Commercial Campaign: Columbus, Ohio

Communicator

• Contacted pre-qualified prospects of Earthlink's High Speed Internet Upgrade to retain customer base.

• Placed outbound calls during three-hour calling sessions, followed scripts verbatim as prescribe by client.

• Utilized proper closing techniques, including verifying the customer's information and using special cards and/or

fact sheet to attain company goals, including completed calls per hour and dollars per completed call participate in

new program training and debriefings as needed.

COMMUNITY SERVICE:

Faith Mission Community Kitchen, Columbus, Ohio

Volunteer

Responsible for preparation, cooking and serving of perishable foods to the homeless men, woman and children of Columbus, Ohio. Also responsible for receiving donation from various organizations, sign of donation book and stocking items in the right categories.

EDUCATION:

University of Phoenix-Saint Louis Park Campus, Minneapolis, Minnesota

Business Management - Bachelor’s Degree

Graduation Date – September, 2011

Bryant & Stratton Business Institute - Evening Division; Buffalo, New York

Microcomputer Systems Management - Associate Degree

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