My Resume

JoAnne J. Dugan

***** **** ****

Grass Valley, CA 95949

Ph: 530-***-****

Fax: 530-***-****

E-mail: ********@*****.***

I would like a challenging position were I may apply my knowledge and abilities to a new learning experience.

EXPERIENCE:

10/07to 04/08

Amerigas Propane National Emergency Communication Center Rocklin, CA

Customer Service Agent

Answer emergency and non- emergency calls. Review office policies, on-call employee information and customer credit. Contact on-call employees and relay information. Respond to and process all customer calls in a prompt and professional manner. Determine the nature of each call by listening carefully, researching customer files and asking questions for clarification. Provide clear information to callers as needed. Communicate clearly and respectfully with callers at all times, restating information when necessary to insure the callers understanding. Inform callers of any fees, policies or procedures that may affect the outcome of their call. Take and process customer payments as necessary. Input clear, complete and concise documentation in call logs. Follow-up on pending calls in a timely manner and send fax-required information to district offices as needed. Provide district office staff with pertinent information about customer calls. Follow procedures to update district office files. Manage resolution of PPX calls according to PPX resolve process. Lock box mail and sorting. Provide “help desk” support for customers with calls or emails questioning on automatic payment Read employee log carefully before each shift and act on policy/procedure changes that are indicated. Attend and participate actively in staff meetings and training sessions.

08/01 to 09/05

Noziska Real Estate Appraisal Grass Valley, CA

Appraisal Technician,

Performs a variety of assignments pertaining to public relations and property appraisal for the assessors office/Noziska Appraisal. Secures and analyzes a wide variety of data needed to appraise property for ad valorem tax purposes. Assists appraisers and auditor appraisers with making standard field investigations, prepares appraisal drawings, and analyzes deed information. Duties equivalent to that of a appraisal technician ll. I helped to prepare reports and correspondences and provided public assistance by answering basic and complex questions, regarding assessment laws, procedures, assessed values, and property information. Followed oral and written instructions. Demonstrates the associate’s proficiency in typing and grammar.

01/01 to 04/01

H and R Block Auburn, CA

Receptionist/Assembler,

Duties performed, my job included greeting clients, answering a multi line phone system, scheduling appointments, and assembling tax folders. Self-starting and dependable. I took credit card payments, customer relations, and issued income tax refund checks to the clients.

06/99 to 02/00

USA Media Auburn, CA

Customer Service Associate,

My responsibilities were answering a multi line phone system, creating work orders, taking credit card payments, and key data entry. Accounts receivable, knowledge of spreadsheet, and analyzing customer’s accounts. I assisted management with scheduling and tracking of the work and performed other duties assigned by management.

09/94 to 04/97

US Sprint Rancho Cordova, CA

Customer Service Associate,

Duties performed as a customer service associate. My responsibilities included handling customer complaints and billing inquires with the highest degree of courtesy and professionalism to resolve customer’s issues with a one-call resolution. I offered alternative solutions where appropriate with the objective of retaining customers business. Handled residential transactions in connection with activation of new customer accounts on a computer terminal.

01/90 to 01/93

Franchise Tax Board Sacramento, CA

Seasonal Clerk/Tax Technician,

I was responsible for a variety of tasks. Which are as follows but not limited to examine of tax forms? Calculate and preparation of taxes. Receiving, resolving, and adjusting individual and corporate tax claims. Allowed expenses and exemptions. Resolved accounting problems, merged duplicate, and multiple accounts. Refunded, reduced, and or denied renters credit.

Education:

Placer High School Auburn, CA

High School Diploma

General/GPA 3.50

California Paralegal College

Allied Real Estate School

Certificate of completion

References Available Upon Request

EDUCATION:

Vocational

-Completed five four modules of customer service training. Topics included how to:

-Greet, transfer, and hold calls

-Build rapport, listen, clarify and manage conversational flow

-Manage upset customers, conflicts and challenging situations

-Deliver outstanding service, exceed expectations and build long-term loyalty

-Work in teams and in a self-directed environment

SKILLS

Skill Name Skill Level Last Used/Experience

Customer Service Expert Currently used/13 years

MS Word, Excel and access Intermediate Currently used/5 years

Multi-line Phone Usage Expert Currently used/13 years

Data Entry/Records Intermediate Currently used/8 years

Call Center Service Expert Currently used/10 years

Complaint Expert Currently used/13 years

Handling/Dispute Resolution Expert Currently used/13 years

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