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Yyyyyy x. yyyyyy

9624 N.W. 7th Circle Apt#1523 Plantation, Fl. xxxxxx xxx-xxx-xxxx  xxx-xxx-xxxx


Dynamic, ambitious and award-winning Customer Service/ Business Professional with a track record of providing exceptional customer service and support in a fast paced, high volume environment.  Motivated self starter with a professional demeanor, strong problem solving, and superior communication skills.  Eager to integrate business acumen and natural leadership skills toward supporting the objectives of a progressive employer. 

Core competencies include:

Technical Savvy/Quick Learner

Creative and Innovative

Business Process Improvement

Persuasive and Effective Communicator

Honest, Reliable and Articulate

Strong WKAB/CMS/PeopleSoft/CCI Skills

Exercise Excellent Judgment

Manage Multiple Tasks

Effective Project Management

Collect, Evaluate and Interpret Data


Professional History


2006 to Present:  Aetna Life Insurance Plantation, Fl - Customer Service Representative

   Efficiently and effectively manage high volume customer inquiries in a call center environment; self motivated with the ability to prioritize client needs and independently complete tasks.

   Perform accurate data entry of customer information; maintain composure when dealing with upset clients, successfully resolve issues and ensure complete customer satisfaction.

   Train, mentor and motivate new CSR s; provide ongoing mentoring to optimize performance.

   Through process improvement strategies; implement standardized policies for resolving common error messages with a 90% success rate.

   Process new hand-offs and call backs, and perform intensive audits to monitor representatives demeanor, technical proficiency and conformance to company policies for call handling.

   Collaborate with internal business units to develop and deliver client specific presentations.

   Manage ADS/IDM intake escalations, and ensure adherence to the 24 hour turn around time requirement.


2004 to 2006:  Broadspire, Plantation, Fl - Intake Representative

   Effectively processed a high volume on inbound STD & FMLA  request; delivered exceptional customer service, and handled out-bound Cingular escalated call resolutions.


2003 to 2004:  Check Cashing Stores, Xxxxxx, Fl - Manager Trainee

   Accurately recorded customer interactions; led daily planning/staff meetings, and responded to customer inquiries, spearheaded collections efforts, and created daily activity reports.

   Managed operations budget, scheduled staff, and maintained computer operations for FPL, BellSouth,ComCast, and Western Union daily payment processing.


1999 to 2003:  Technion Communications Plantation, Fl - Support Specialist / Escalation Manager

   Leveraged strong customer service and management skills to effectively resolve escalated billing issues; interacted with AT&T dispute resolution teams, and advised clients on selecting appropriate business solution products.

   Provided exceptional support for Account Executives; analyzed customer creditworthiness, created proposals and presentations, and processed contracts.


1996 to 1999:  PageNet, Miramar, Fl  - Collection Representative

   Contributed to the organization ongoing, sustainable success by increasing customer satisfaction indicators; handled inbound and outbound calls to residential and corporate clients, and resolved billing and payment issues.

   Authorized extensions on past due accounts, processed credits, and revised contracts for cancelled accounts.


Education/Professional Development/Awards


Xxxxxx Community College - Nursing Assistance Certificate/Medical Assistance Certificate

Customer Service Training/Telephone Etiquette/Managing Difficult Clients/Time Management

2008:  Customer Service Representative of the Month / 2004 and 2005:  Multiple Customer Service Awards

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