LiveCareer-Resume

technical expert resume example with 19+ years of experience

Jessica
Claire
resumesample@example.com
(555) 432-1000,
, , 100 Montgomery St. 10th Floor
:
Professional Summary

To seek and maintain part-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Reliable employee seeking Customer Service position. Offering excellent communication and good judgment. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Skills
  • Customer Satisfaction
  • Development Documentation
  • Creative Solutions
  • Microsoft Windows and Office
Education
University of Oklahoma Norman, OK Expected in 05/2004 Master's of Human Relations : Human Relations - GPA :
Southern Nazarene University Bethany, OK Expected in 12/1997 Bachelor of Science : Sociology - GPA :
Work History
Pfizer - Technical Expert
Pearl River, NY, 11/2012 - Current
  • Created innovative solutions to meet changing public demands and future growth plans.
  • Solved claimant and coworker's problems using education and experience in Sociology and Human Relations.
  • Implemented process improvements to smooth development cycle and increase collaboration. During Covid, I trained our office on Desktop faxing and how to fax documents while working from home.
  • Designed robust improvements to policies and applications by applying technical knowledge and incorporating changes from senior staff.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
Simco Electronics - Operations Supervisor
Bloomington, MN, 08/2009 - 11/2012
  • Monitored supply chain and managed logistics functions for company.
  • Motivated and trained employees to maximize team productivity.
  • Enhanced operational performance and reduced labor expenses by developing and optimizing standard practices.
  • Encouraged and promoted ideas aligned to business needs and benefits.
  • Documented transactions, orders and expenditures to gather sales data and forecast financial needs.
  • Compiled training materials for new employees and tracked skill development.
  • Managed internal operational standards and productivity targets.
  • Outsourced unnecessary services to save on labor, supplies and equipment costs and adhere to company budgets.
  • Enforced regulatory and company policy compliance to improve workplace and employee safety and readiness.
  • Analyzed department metrics and performance and reported findings to management.
  • Led associate focus groups and meetings to obtain suggestions, address concerns or issues and foster positive relations among team members and management.
  • Conducted root cause analysis in deficient areas to identify and resolve issues.
  • Assisted customers with questions and problems to build brand loyalty and cultivate lasting business relationships.
  • Collected customer feedback and made business adjustments to improve retention and satisfaction.
  • Evaluated team member performance and productivity, provided feedback and implemented corrective actions.
Prometric - Title II Claims Specialist
Vancouver, WA, 06/2005 - 08/2009
  • Addressed average of 100 customer inquiries and complaints each week.
  • Modeled exceptional customer service skills and appropriate diagnostic sales techniques to team members.
  • Followed up with customers on unresolved issues.
  • Escalated files with significant indemnity exposure to supervisor for further investigation.
  • Reported policy changes and company conditions affecting customer satisfaction.
  • Conducted full claim investigations and reported updates and legal actions.
  • Processed and recorded new policies and claims.
  • Verified client information by analyzing existing evidence on file.
  • Reviewed outstanding requests and redirected workloads to complete projects on time.
  • Generated, posted and attached information to claim files.
  • Modified, updated and processed existing policies.
  • Checked documentation for accuracy and validity on updated systems.
  • Maintained strong knowledge of basic medical terminology to better understand services and procedures.
  • Communicated effectively with staff members of operations, finance and clinical departments.
  • Notified insurance agents and accounting departments of policy cancellations and changes.
  • Carried out administrative tasks by communicating with clients, distributing mail and scanning documents.
  • Posted payments to accounts and maintained records.
  • Calculated adjustments, premiums and refunds.
  • Resubmitted claims after editing or denial to achieve financial targets and reduce outstanding debt.
Social Security Administration, SSA - Customer Service Representative
City, STATE, 09/2002 - 06/2005
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Provided primary customer support to internal and external customers.
  • Processed customer adjustments to maintain financial accounts.
  • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
  • Recorded account information to open new customer accounts.
  • Collected and analyzed customer information to prepare product or service reports.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Answered product and service questions, suggesting other offerings to attract potential customers.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Updated account information to maintain customer records.
  • Responded to customer requests for products, services and company information.
  • Recommended products to customers, thoroughly explaining details.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Surpassed sales goals through implementation of effective marketing strategies.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Trained staff on operating procedures and company services.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.
  • Delivered excellent customer service, resulting in consistent 100% customer satisfaction rating.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Managed timely and effective replacement of damaged or missing products.
  • Maintained up-to-date knowledge of product and service changes.
  • Cross-trained and backed up other customer service managers.
  • Resolved associate, tool and service delivery issues revealed by statistical reports.
  • Communicated professionally with colleagues, freelancers and clients.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Created and maintained detailed database to develop promotional sales.
  • Responded proactively and positively to rapid change.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Effective liaison between customers and internal departments.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Provided ongoing guest service.
  • Implemented and developed customer service training processes.
  • Delivered prompt service to prioritize customer needs.
  • Sought ways to improve processes and services provided.
  • Developed and updated databases to handle customer data.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Investigated and resolved accounting, service and delivery concerns.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Promptly responded to inquiries and requests from prospective customers.
  • Trained new personnel regarding company operations, policies and services.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Facilitated inter-departmental communication to effectively provide customer support.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.

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Resume Overview

School Attended

  • University of Oklahoma
  • Southern Nazarene University

Job Titles Held:

  • Technical Expert
  • Operations Supervisor
  • Title II Claims Specialist
  • Customer Service Representative

Degrees

  • Master's of Human Relations
  • Bachelor of Science

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