Customer Service Management

JEFFREY M. FIRESTEIN

**** *. ****** ***** ***** Phoenix, AZ 85016 602-***-**** *****************@*****.***

OBJECTIVE: To apply my abilities and enthusiasm for customer service, account management, and consumer credit in a position that presents opportunities for increased responsibility and earned advancement.

SUMMARY OF QUALIFICATIONS:

Account management, operations and customer service experiences in Fortune 500 companies and call centers

Tremendous patience and calm voice enables success with the most difficult of situations

Close attention to detail and thorough document management and in all projects

PROFESSIONAL EXPERIENCE

Operations Specialist Edward Jones

April 2012 – June 2012 (Contract Position) Tempe, AZ

Process client initiated transfers of holdings and full accounts into and away from Edward Jones financial advisors.

Create service requests utilizing Excel and internal accounting system Surpass.

Apply strong communication skills and significant attention to detail to strive for accuracy.

Claims Analyst 2 Bank of America

December 2007 – December 2011 Phoenix, AZ

Serve customers in process of ATM / Debit Card Fraud Claims.

Manage and process a daily volume of up to 100 new claims and responses.

Supervised 30 associates in support of a Team Manager as an Interim Team Lead.

Created, produced and delivered educational session on proper construction of forms, presented to over 80 people.

Mastery of many software packages, including BOSS, OSCAR, IMAGE, DPS, DocumentDirect and VisaOnline.

Claims Assistant Pinnacle Risk Management Service

August 2007 – November 2007 Phoenix, AZ

Claim processing, document management and client interaction in support of worker’s compensation practice

Manage claims process for five major clients: a school district, municipality, public utility, hospital and private business.

Field calls from clients inquiring about the status of claims and payment status.

Clerical duties including indexing mail and maintaining an internal filing systems sorted by claim adjuster.

First Notice of Loss Representative, Claims Assistant AIG Insurance

June 2006 – August 2007 Phoenix, AZ

Answered 100 calls per day from AIG customers, discussing insurance coverage after an event of loss.

Compile information for AIG auditors to review medical reports, bills, first report of injury and legal proceedings.

Submit notice of claim reports after conversations with the injured, employer and other insurance companies.

Work with adjusters to update files on injured workers during discharge and visits with medical representative.

Awarded with multiple Daily Customer Service Awards, initiated by positive customer feedback directly to supervisors.

Customer Service Charles Schwab, Waste Management, Apex Media, and Nationwide Credit

June 2000 – June 2006 Phoenix, AZ

Contract positions in customer service, sales, and debt collection.

Delivered top quality customer service in a team environment.

EDUCATION: Paradise Valley Community College: General Business, Fall 2010 - Present

Scottsdale Community College: Hotel/Resort Management Studies, Fall 1998 - Spring 2000

Yavapai College: General Studies, Fall 1997 - Spring 1998

Scottsdale Chaparral High School: General Studies, Fall 1993 - Spring 1997

PERSONAL STATEMENT

I pride myself on being personable, an organized self-starter and a hard worker. I am very reliable and extremely friendly. I enjoy working with people and striving to find the optimal solution to a challenging situation.

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