|
|
|
|
customer service supervisor manager Resume
|
| Desired Industry: Clerical/General Office |
SpiderID: 10144 |
| Desired Job Location: st. louis, Missouri |
Date Posted: 12/3/2006 |
| Type of Position: Full-Time Permanent |
Availability Date: upon offer |
| Desired Wage: |
|
|
U.S. Work Authorization: Yes |
| Job Level: Management (Manager, Director) |
Willing to Travel: Yes, 25-50% |
| Highest Degree Attained: High School/Equivalent |
Willing to Relocate: Undecided |
Objective:
Proven track record providing excellent customer service
Self-starting, goal-oriented Administrative Support Professional
Supervised teams of 14-20 coworkers, exceeded departmental expectations
Experience:
Data Collections Supervisor September 2006-Present
Battelle, St. Louis, MO
Supervise, evaluate and monitor team of call center agents in a Market Research Call Center
Organize daily work flow and follow up to ensure accuracy
Train new hires on computer systems and new research study projects
Team Leader Telerecruitment May 2005-May 2006
American National Red Cross, St. Louis, MO
Supervise, evaluate and monitor team of 20-25 call center agents in an outbound call center
Organize daily work flow and follow up to ensure accuracy
Assist senior management daily tracking of appointment show rates
Meet or exceed daily and monthly departmental goals
Ensure high productivity and quality standards in adherence to the mission of the American Red Cross
Patient Care Advocate
December 2003-October 2004
Express Scripts Inc., St. Louis, MO
Answered average of 80 calls daily in an inbound call center responding to pharmacy benefit inquiries
Coached new hires producing highly trained, quality focused agents
Prepared PowerPoint presentations for the quality improvement of policies and procedures
Designed databases to improve tracking of departmental calls and agent performance
Resolved customer complaints and requests for refunds, exchanges and adjustments
Served as Associate Support Specialist and back-up Supervisor when needed
Transition Team Coordinator
July 2000-July 2003
Pilot Program for Division of Human Services
Hennepin County Government, Minneapolis, MN
Coordinated group counseling appointments for independent life skills training
Developed case work processes for TANF Welfare Reform Act programs
Assisted with client placement in community-based intervention and vocational programs
Oversaw administrative support functions and work-flow planning for Call Center Pilot Project
Resolved client inquiries regarding benefits and case extensions
Assessed clients and provided community resource information
Participated in counseling sessions to ensure client compliance to life skills training plans
Call Center Supervisor March 1999-July 2000
Aetna/U.S. Healthcare, Minneapolis, MN
Supervised and evaluated 14 employees in pharmacy benefits management call center
Account Service Representative October 1996-March 1999
Capitol Companies, St. Paul, MN
Processed new orders for long distance and Internet advertising in an inbound call center
Validated telemarketing sales
Organized direct mail campaign for Minnesota State Auditor
Education:
st. louis community college
central missouri state university
century college
normandy sr. high school
Affiliations:
American Association of Pharamacy Technicians
Skills:
MS Word
Ms Excel
Ms Access
Ms PowerPoint
Ms Outlook
Internet/Email
Typing 48 WPM
Web Page Design
Appointment Scheduling
Presentations
Problem Resolution
Office Management
Tech Support
Order Processing
Procedure Development
Center Vu
Missouri Licensed Pharmacy Technician
American Association of Pharmacy Technicians Member
Additional Information:
Recognized in “Expressions,” a Fortune 500 internal magazine published by Express Scripts, for positive attitude and professionalism
Cited by Express Scripts for professionalism and Business Quarter Perfect Attendance Award
Acknowledged by Commissioner of Hennepin County for work with TANF Transition Program
Three time Capitol Companies’ Employee of the Month Award Winner
Candidate Contact Information:
| Name: stanley alexander |
|
| Street: - |
Phone: 314-361-2952 |
| City: - |
Fax: - |
| State: - |
|
| Zip: - |
|
| Web Site: |
|
|
|
|
|
|