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SERVICE REQUEST/CORRESPONDENCE ANALYST Resume Example

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SERVICE REQUEST/CORRESPONDENCE ANALYST
Career Overview

Highly enthusiastic customer service professional with 15 years client interface experience looking for Part-Time opportunity as source of secondary income.

Core Strengths
  • Sharp problem solver
  • Strong organizational skills
  • Active listening skills
  • Customer service expert
  • Seasoned in conflict resolution
  • Energetic work attitude
  • Courteous demeanor
  • Inventory control familiarity
Accomplishments

Database Maintenance 

  • Assisted in the implementation of a template letter database for departmental use which was later expanded companywide.
Work Experience
HORIZON BLUE CROSS BLUE SHIELD OF NEW JERSEYDecember 2003 to CurrentSERVICE REQUEST/CORRESPONDENCE ANALYST
NEWARK, NJ
  • Served as a bilingual Spanish/English customer service representative as needed.
  • Resolved product/policy issues and shared benefits of new technology.
  • Cross-trained and provided back-up for other customer service representatives when needed.
  • Maintained up-to-date knowledge of company policies regarding product lines and offerings, benefits and state mandates
  • Made reasonable procedure exceptions to accommodate unusual customer requests.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Guaranteed positive customer experiences and resolved all customer complaints.
VERIZON TELECOMMUNICATIONSApril 2000 to May 2003DIRECTORY ASSISTANCE/OPERATOR
ROCHELLE PARK, NJ
  • Demonstrated mastery of customer service call script within specified timeframes.
  • Formulated and enforced Service Center policies, procedures and quality assurance measures.
  • Properly directed inbound calls in phone queues to improve call flow.
  • Made reasonable procedure exceptions to accommodate unusual customer requests.
  • Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.
Educational Background
Passaic High School1988High School Diploma: General Studies/SecretarialPassaic, NJ, UNITED STATES
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Resume Overview

Companies Worked For:

  • HORIZON BLUE CROSS BLUE SHIELD OF NEW JERSEY
  • VERIZON TELECOMMUNICATIONS

School Attended

  • Passaic High School

Job Titles Held:

  • SERVICE REQUEST/CORRESPONDENCE ANALYST
  • DIRECTORY ASSISTANCE/OPERATOR

Degrees

  • High School Diploma : General Studies/Secretarial

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