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Professional Summary

Customer Service Representative with expertise in delivering support services and resolving customer problems with excellent written correspondence and telephone skills. Brings extensive high-call volume and superior computer skills and telephone etiquette.

Skills
  • Professional telephone demeanor
  • Excellent phone etiquette
  • Good listening skills
  • Complaint resolution
  • Creative problem solving
  • Quality control
  • Motivated team player
  • Process improvement
  • Computer proficient
  • MS Office proficiency
Work History
Customer Service Representative | 11/2016 to 07/2019
Aetna, Inc. - Fort Wayne, IN
  • Provide exceptional Customer Service for COBRA, Health Savings, Flexible Savings and Health Retirement account customers
  • Educate customers on product and services by providing benefit details and website navigation
  • Ensure superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems with a one-call resolution
  • Senior Representative for escalated customer calls
  • Excellent matrix and quality control
  • Quality control team mentor
Customer Service Manager | 11/2012 to 10/2016
Empire Refractory Sales Inc - Fort Wayne, IN
  • Purchase and sales of refractory material, management of all incoming and outgoing freight
  • Respond to customer requests with friendly, knowledgeable service and support
  • Communicate with dispatchers, warehouses and customers regarding incoming and outgoing orders
  • Manage carrier choices resulting in transportation savings
Licensing Specialist | 05/2005 to 02/2008
One Resource Group - Fort Wayne, IN
  • Contract licensed insurance agents with industry carriers
  • Contact agents for required carrier contracts, process agent contracts and follow up on appointment status of agent contracts submitted to carrier
  • Renewal of all state licenses for corporation and corporate officer. Instrumental in adding variable and viatical lines of insurance for corporation and corporate officer state licenses
Contracting Specialist | 02/2008 to 08/2008
Ash Brokerage - Fort Wayne, IN
  • Contract licensed insurance agents with industry carriers
  • Contact agents for required carrier contracts, process agent contracts and follow up on appointment status of agent contracts submitted to carrier
Education
Northrop High School | High School Diploma
This resume is created in 7 minutes.
Professional Summary
Customer service professional seeking a management role. Skilled in training staff and establishing relationships with clients. Self-motivated with exceptional communication and computer capabilities.
Skills
  • Customer service professional
  • Proficient in cash management
  • Organized and detailed
  • proficient in Microsoft Office
  • Leadership
  • Interpersonal skills
  • Extensive knowledge of health and wellness
  • Effectiveness of exercises on the body
  • Knowledge of healthy nutrition
  • Local/state health laws knowledge
  • Creative instruction style
Work History
Lifeguard Swimming Instructor | 05/2016 to 02/2017
Boys and Girls Club of Morristown - Morristown, TN
  • Cultivated positive relationships with 8 participants by interacting with them during daily group fitness classes.
  • Developed safe and effective exercise programs for all members.
  • Assessed individual progress and suggested appropriate changes.
  • Explained class objectives and safety rules.
  • Taught a variety of group exercise classes, including beginner swim lessons and senior water aerobics.
  • Coached a recreational swim team with confidence and pride.
  • Watched over participants during leisurely swim activities.
Education Coordinator | 09/2015 to 02/2017
Boys and Girls Club of Morristown - Morristown, TN
  • Guided 20 students in using technology to support educational research.
  • Taught 30 courses in personal health to an all-ages grade level students.
  • Created learning based games and activities to stimulate the minds of students outside of school.
  • Assisted 100 grade level students in after school homework and studying.
  • Upheld and maintained 150 dated records of participants in all education based activities within the facility.
  • created spreadsheets in excel to track data
  • Maintained safety and security of all youth under care.
  • Collaborated with a team of faculty to develop after-school tutorial program for students in need of extra help.
  • Organized grade records to increase reference speed.
  • Greeted customers and visitors in-person and via telephone calls.
  • Monitored and screened visitors to verify accessibility to inter-office personnel.
Front End Manager | 03/2009 to 11/2016
K-VAT Food Stores Inc - Abingdon, VA
  • Investigated and resolved customer inquiries and complaints in an empathetic manner on an average 10 times daily.
  • Cross-trained 3 customer service managers.
  • Successfully transferred deposits to secured brinks courier daily.
  • Solved unresolved customer issues.
  • Promptly responded to inquiries and requests from prospective customers.
  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
  • Strong leader of customer support staff.
  • Facilitated inter-departmental communication to effectively provide customer support.
  • Updated customer orders from start to finish in an accurate and timely manner.
  • Efficiently managed daily store bank deposits and order requests.
Education
East Tennessee State University - Johnson City, TN | Bachelor of Science Physical Education and Exercise Science, 2015
  • Received Tennessee Hope Scholarship
  • Graduated with 3.3 GPA
  • Dean's List Fall 2014
Affiliations
Alumni member of the Co-ed service fraternity Alpha Phi Omega
This resume is created in 7 minutes.
Professional Summary
Experienced Financial Administrator turned Beauty Sales Representative that utilizes skills in organization, research and communication along with an innate drive for impacting lives in order to achieve various targets within diverse job roles.
Skills

Proven Sales Consultant
with 3+ years of experience

Proficient Administrator
with 10+ years of experience

Certified Medical Aesthetician
and Skin Care Therapist

Highly organized and self motivated

Adept computer skills including word and excel

Excellent written and verbal skills

Strong research skills

Team player and passionate about people

Talented and experienced Makeup Artist
Work History
Store Keeper 02/2017 to Current
S & H Health Foods Mississauga, ON
  • Responded to all customer inquiries relating to supplements and nutrition.
  • Placed orders on a weekly basis by brands in relation to stock and customer's specific orders.
  • Received shipment, calculated prices of items  and arranged them orderly to store standards.
  • Provided customer service while maintaining store security via cameras.
  • Answered customer questions about product availability and shipment times.
  • Processed cash, debit and credit sales accurately.
  • Cleaned and organized the store, including furnishings, display and merchandise. 
  • Completed all opening and closing procedures including counting and accounting for contents of the cash register.
Beauty Consultant 02/2016 to 07/2016
Giorgio Armani Hudson's Bay Square One, Mississauga
  • Built relationships with new clients to increase clientele-base while also strengthening existing clientele relations.
  • Created strategies to develop and expand sales, which resulted in a 70% increase in monthly sales.
  • Tailored custom consultations with clients for makeup and skin care needs.
  • Maintained sales targets of eighty dollars an hour and minimum of two units per transaction.
  • Updated communication files with respect to stock, sales, and client appointments.
  • Achieved special event sales targets on monthly basis for new product launches and promotions.
  • Completed all cleaning, stocking and organizing tasks in assigned sales area.
Brand Representative and Education Specialist 05/2015 to 01/2016
NUDE Skincare Greater Toronto Area
  •  Helped increase NUDE Skincare yearly sales by 150% over previous year through relationship building and facial services.
  • Increased key accounts sales in the downtown core by 50% through initiatives focussed on return clientele and by engaging leadership to aid in training.
  • Sold the most units of the ProGenius Omega Treatment Milk, a key product launch in all of North America.
  • Educated Sephora staff on NUDE skincare products by highlighting benefits, features and best selling methods.
  • Initiated conversations with clients to introduce NUDE skincare and identify hidden needs.
  • Analyzed sales, stock and display from various locations each week to strategize new sales techniques. 
Skincare Consultant 08/2014 to 05/2015
Sephora Square One, Mississauga
  • Pursued and investigated client's hidden needs.
  • Provided mini facials and makeup application.
  • Closed numerous sales confidently while assisting multiple clients.
  • Achieved outstanding reviews through in store and online feedback.
  • Won several competitions for outstanding sales achievements for multiple thousand dollar sales baskets.
  • Received management appreciation for successfully producing sales and educational material on skincare. This educational chart was used to train new employees on vast array of products to easily recommend and efficiently close sales.
Laser Aesthetician/Skincare Therapist 02/2014 to 08/2014
Beauty And The Spa and Chellsey Institute Mississauga
  • Performed laser hair removal , acne and IPL skin rejuvenation treatments.  Administered chemical peels, microdermabrasion, micro-current and ultrasound facials.
  • Customized skincare solutions for each patient through thorough skin analysis and personal needs.
  • Intently promoted sales of spa products and additional services resulting in overall increase in sales by 50% in each month.
  • Assessed existing and new product lines to review their profitability.
  • Developed and cultivated relationships with vendors and medical organizations.
  • Presented cost-benefit analysis to management to recommend purchase of new laser technology.
  • Maintained the upkeep of treatment facility and notified maintenance personnel for repairs.
  • Called patients for follow up after treatment and confirmed appointments within the week. Conducted closing transactions including billing and rescheduling. 



Fund Accountant 01/2007 to 06/2013
RBC Investor Services Toronto, ON
  • Processed all accounting and administration for mutual funds assigned to obtain accurate net asset values and comply with financial regulations.
  • Processed cash and asset reconciliations for all assigned funds.
  • Processed trades and fees accurately as per fund manager's requests.
  • Accounted for any missing or out of line discrepancy in a timely manner.
  • Analyzed each fund's value movement in terms of underlying holdings via data spreadsheets.
  • Adhered to all government guidelines and recommendations to detect and prevent money laundering
Education
Skin Care Therapist Diploma & Certified Medical Aesthetician 2013 Chellsey Institute of Aesthetics - Mississauga, ON
Certified in Laser Hair Removal & Skin Care Therapies 2012 Beauty Exchange - Toronto, ON
Bachelor of Arts: Business Economics 2004 York University - Toronto, ON
Volunteer and Event Work

Youth With A Mission, Zambia,  July 2016 – December 2016       

  • Administered medical resources to team members as health needs and emergencies arose.
  • Guarded team finances and individual budgets in a sensitive and discreet manner.
  • Shared the gospel of peace and hope through many avenues such as plays, public speaking and crowd engagements.
  • Provided assistance at various orphanages through caregiving, storytelling and assisting with domestic chores.

Morphe, IMATS 2017,  Toronto, ON. 

  • Provided customer service for IMATS attendants while up-selling through product knowledge and uses.
  • Cleaned, organized and supported booth set-up and tear-down for before and after showtimes. 
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Professional Summary

A well presented, highly personable, and efficient events manager with an ability to work independently or as a team in a changing and multi-tasking environment with numerous and competing deadlines. Having a strong customer service orientation and delivery focus and active commitment to continuous improvement and quality standards. Excellent communication skills and comfortable working in a fast paced, hands-on growth orientated work environment.

Skills
  • Analytical thinking, planning
  • Adaptable
  • Organization and prioritization
  • Mac & PC Operations
  • Managing Sensitive Information
  • Problem solving
  • Adobe Creative Suite
  • Strong interpersonal and written communication
  • Data management
  • Leadership
  • MS Office proficiency
  • Project management
  • Exceptional Customer Service
Work History
Order Review Specialist, 10/2018 to Current
Apple/ Volt Inc. Austin , Texas
  • Extensive investigative, research, and analysis of simple to complex “Card Not Present” transactions and customer accounts to detect unauthorized activity, then determining appropriate next steps. 
  • Responsible to action fraudulent orders and accounts.
  • To serve as a point of contact between cross-functional teams and business partners. 
  • Analyze, identify, and communicate trends.
  • Research and resolve suspect fraud escalations from various sources.
PRODUCT CONSULTANT, 07/2013 to Current
SEPHORA INSIDE JCPENNEY Round Rock, TX
  • Focused attention, targeted selling that shows value of the products & product application resulting in increased client sales.
  • Provides excellent customer service which results in high customer satisfaction and positive feedback.
  • Sought out for expertise of various beauty brands by veteran/less experienced consultants, provides coaching, training, & feedback for the same.

  • Forges excellent interpersonal relationships with other team members, leadership, area & regional staff, clients, & JCPenney members alike.

  • Assists with scheduled resets of product gondolas as  to contribute to a beautiful and clean shopping environment.
  • Recognized for consistently meeting or exceeding personal sales metrics for beauty events  and regular shopping while keeping abreast of daily sales goals.
  • Supports company programs that impact the company positively and meet or exceed all metrics for promoting the rewards programs to new/existing clients alike to encourage repeat customers.
LICENSE & PERMITTING SPECIALIST IV, 02/2014 to 02/2018
TEXAS COMMISSION ON ENVIRONMENTAL QUALITY Austin, Texas
  • Responsible for evaluating wastewater permitting documents for completeness.  
  • Tasked with preparing and tracking notice of deficiencies, reviewing applications and responding to time sensitive information in applications within 14 days according to agency processes and goals.
  • Efficiently multitasked & prioritized job duties to produce administratively complete permit or determine deficiencies application according to tight time frames.
  • Maintains and develops excellent interpersonal relationships with interagency clients from different departments & external clients
 and provided excellent customer service.
  • Prepared written & verbal correspondence, reports utilizing MS Office applications
 and internal databases.
  • Trained less experienced team members in agency processes
.
  • Able to adapt to to the ever changing agency standards to process applications.
  • Served as an ambassador in the annual agency trade fair event providing expert guidance to clients.
  • Regularly took initiative to resolve challenges that came up and provided efficient solutions in line with agency policy.
  • Regularly assisted with special projects to help meet business needs.
EDUCATION ORDER SPECIALIST, 01/2013 to 01/2014
MINDLANCE, APPLE INC Austin, Texas
  • Provided sales support order management operations for Apple Education B2B accounts.
  • Participated with a team of 15 fielding 400+ calls daily
  • Communicated sales and billing issues to with logistics, warehouse staff, Apple Sales staff & Revenue staff to come to resolution.
  • Provided excellent customer experience for B2B customers by effectively handling problems and complaints using personal judgement.
  • Increased annual sales revenues through coordinating strategies & resource optimizations.
  • Maintained excellent customer satisfaction & service support.
  • Expertly performed billing inquiries, shipment tracking & data entry in internal databases.
  • Analyzed staff projects, providing specialized peer reviews.
CUSTOMER SERVICE REPRESENTATIVE/NEW BUSINESS SPECIALIST, 01/2012 to 01/2013
RANDSTAD STAFFING, NEW YORK LIFE INSURANCE Austin, Texas
  • Fielded long-term insurance inquiries through quality customer service via emails, faxes, & multi-line phone calls.
  • Achieved a positive image of company through tactfully committing to engaging clients & agents in a professional and expedient manner.
  • Maintained client confidentiality and used initiative to solve problems in a fast-paced call environment.
  • Addressed 100+ calls a day.

  • Utilized FutureFirst software to input new business applications and passed off files to appropriate departments afterwards.

  • Generated CWA payments & client information within PEGA database.
  • Assisted agents with billing of clients and commissions generation.
CPS SPECIALIST II, 01/2009 to 01/2011
DEPARTMENT OF FAMILY PROTECTIVE SERVICES Austin, Texas
  • Traveled extensively to research child abuse investigations using legal resources and coordinating with medical and education community professionals, law enforcement, judicial officials and staff members. Maximized workflow duties through managing records, and scheduling appointments and drafting correspondences.
  • Responsible using initiative to identifying criminal negligence  for child abuse by assessing the situation and communicating with law enforcement and judicial systems .
  • Improved investigative efforts for a diverse group of clients through case work duties managing 150 plus cases using agency protcol.
  • Referred families to the appropriate community services and crisis intervention therapy or drug rehabilitation facilities.
Education
Bachelor of Arts: Psychology, 2008
The University of Texas - San Antonio, Texas