Customer Support Agent, 1
Providing technical support to customers in relation to use, function and trouble shooting of all peripheral pharmacy management systems and answering inbound questions on function and use of software products via telephone and/or internet.
Level One, Inc. –
Initiating sales by answering questions of prospective tenants and providing appropriate additional information regarding apartment communities, amenities, and
specific apartment homes via email.
Self Employed/APCC Services, Inc. –
Cost effective operation and overall sales initiatives with event planning and onsite management for annual tradeshow including exhibit sales and management related thereto. Full revenue responsibility for bi-monthly magazine sales.
Client Services Manager
APCC Services, Inc. –
Exceeded established goals for service levels while maintaining critical client relationships through negotiations and finesse and performing periodic and qualitative and quantitative assessments of program effectiveness through evaluation of survey data. Provide data related to dial around collect ion and web management.
Research/Customer Support Manager
Global Securities Information, Inc. (GSI) –
Manage inbound Call Center team to ensure timely and successful completion of call resolution in matters pertaining to attorneys, global companies, and individuals seeking out Securities and Exchange Commission initiatives and documents, while training and coaching team to ensure success. Responsible for legal written documentation. Reporting to Director of Operations.
Customer Support Manager
CareerBuilder, Inc. –
Manage multi-site Call Center operation s (LA & VA). Provide call center operational support within service level matrix and budget for all CareerBuilder products (internet/phone/web). Work on interdisciplinary teams to ensure compliance with and changes to call center operations to provide support. Purchase and maintenance of hundred-thousand-dollar equipment and reporting to VP operations of overall goals and initiatives and establishing teams to fulfill workflow initiatives.
Customer Service Supervisor
Sprint PCS –
A supervisor in a large National Test Center (over 250+ employees). My team was the beta test group in support of all aspects of new technical and complex products including coaching, training and development of staff, interdisciplinary team and reporting.
Customer Service Supervisor
Atcall, Inc. –
A lead Supervisor in a call center focused on prepaid calling cards and related support for local and international dialing. Providing platform support and discretionary credits. Writing and ensuring all external data and communications were in line with corporate goals. Overall management of other supervisors and support staff. Reporting to VP of Operations.
Review and Recovery Supervisor
APWU (American Postal Workers Union) –
Supervisor of a team dedicated to ensuring monies paid erroneously, but in good faith, were recovered while providing written responses and supporting documentation of legal basis for such. Coordinating corporate objectives and team support for other departments in support of initiatives and fiduciary responsibility. Responding to grievances and other employee union-related matters as a member of the management team.
Customer Support Supervisor
CAC (Claims Administration Corporation) –
Supervisor in a large Call Center dedicated to one of many federal employees health benefits programs offering Health / Dental insurance for the Mail Handlers Benefit Program. Direct responsibility for written correspondence to the Office of Personnel Management, State Insurance Agencies and others of intent and limitation of plan benefits. Review and recovery of monies, and on-site representation of plan at Health Plan seminars, military bases, postal facilities and other locations. Employee training, counseling, and activities related thereto.