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
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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
City , STATE
City , STATE
- 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
City , STATE
City , STATE
- 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/SecretarialCity, State, UNITED STATES
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Resume Overview
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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