Customer Service Representative Resume

Desired Industry: Multiple Job Offering	SpiderID: 5612
Desired Job Location: Chicago, Illinois	Date Posted: 2/25/2006
Type of Position: Full-Time Permanent	Availability Date: Two Weeks from Acceptance of Job Offer
Desired Wage:
	U.S. Work Authorization: Yes
Job Level: Experienced with over 2 years experience	Willing to Travel: No
Highest Degree Attained: Bachelors	Willing to Relocate: No

Objective:
To obtain a career in an institution which will fully utilize my B.A. Degree, challenge my award-winning, Customer Service/managerial skills while adding productively to the bottom-line of the organization

Experience:
National Opinion Research Center
Chicago, IL
05/05 to Present
Position: Interviewer/Researcher
(Survey of Earned Doctorates Project/Research Services)
Major Duties Include:
·Provides support for SED schools and individual Fields of Study in SED Round, maintains SED database & sends school reminders through phone calls, e-mails and faxes. Handles locating of respondents using SED database and the internet in a timely manner. Produces required reports and maintains school files electronically and manually. Reconciles graduates names to Final Graduate Listings as well as Commencement Books, Questionnaires, Interim Letters, &Transmittals. Attends meetings of SED staff whenever needed. Updates needed forms & maintains records. Strong interpersonal skills to interact effectively and follow-up with internal office staff and SED campus faculty.

10/03 to 05/05
National Opinion Research Center
Chicago, IL
Position: Telephone Interviewer (Production Center)
Major Duties Included:
·Gain cooperation of individuals in order to locate and/or talk to respondents, in order to complete the interview; including being persuasive and appropriately assertive when dealing with reluctant respondents. Administer interviews over the telephone using a pre-written script (questionnaire). Record respondents’ answers verbatim or as directed by project requirements. Probe in non-directive manner, being careful not to lead the respondent. Clarify responses when necessary. Maintain neutral and objective communication with respondents. Follow procedures for reporting project-related problems that may require policy decisions. Follow all project-related and general clerical procedures. Keep accurate and clear records of time spent on tasks for projects assigned. Comply with all work policies related to attendance and punctuality.

Bank One Treasury Management
Chicago, IL
01/01-10/01
Position: Process Improvement Analyst-E.Advocacy Department
Major Duties Included:
·Participated in process improvement initiatives to support commercial customer service activities. Possessed and demonstrated significant knowledge of customer service activities, systems navigation and the ability to translate activities into business requirements. Analyzed business needs and designed processes employed by Customer Service areas within the Commercial Banking division; interacting with Service Representatives, Treasury Management Operations and NEO partners. Provided input to project administration to ensure projects stayed on scheduled and meet deliverables of E-business team. Participated in learning improvement methodology and initiating action through cross-functional team to deploy creative solutions and achieved quality improvements. Provided expert knowledge for teams in systematic problem-solving and in resolving customer inquiries. Occasionally provided input for quantitative analysis to support improvements that required additional funding. Helped develop presentations for senior management to convey the results of analysis along with recommended action to achieve improvements. Utilized proven experience in Commercial Customer Service, as well as exposure to legacy deposit systems, and customer service skills. Demonstrated a strong desire to see projects and problems through to a local conclusion. Used strong organizational skills in working with work products and tools while possessing customer oriented work-style; managed and exceeded internal customers needs and expectations. Learned to use VISIO software, Microsoft Project, and IBM Process Improvement Methodology to be effective in the position.

BANK ONE CAPITAL MARKETS
Chicago, IL
09/97-09/99
Position: Client Services Associate-Alliance Department
Major Duties Included:
Provided support to Global Treasury & Trade Services’ Alliance Clients. Act as liaison with cash management sales, credit and implementation to process new client opportunities; handle communications w/clients. Alliance bank management, customer, service and FCNBD personnel. Monitor usage & took appropriate action resolved overdrafts on Alliance bank systems, initiated & monitored status of any indemnity claims; analyzed overdraft trends & made recommendations pertaining to indemnification amounts as necessary; handled designated operational & customer service functions associated with overdraft exposure system. Consistently exhibited proficiency on Alliance Bank Software systems (ScotiaConnect and Invernet), as well as HOGAN Deposit System, Microsoft Office Suite, to be effective in the position. Also utilized CEIS On-Line, Customer Workstation, & Customer Knowledge Center. Successfully communicated w/Alliance banks utilizing e-mail, & the FCNBD Intranet/Internet. Prepared accurate management reports using FCNBD Intranet/Internet, as well as completed special projects as needed.

Education:
DePaul University B.A. Degree
June 1993
DePaul University Certificate Project Mgmt.
June 1999

Affiliations:
Faith Tabernacle Church
Chicago, IL
AAUW
(American Assoc. of University Women)

Candidate Contact Information:

Name: Dorothye B. Knox
Street: -	Phone: 773-784-3027
City: Chicago	Fax: -
State: Illinois
Zip: -
Web Site: