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PAULA SIMPSON

1584 Presidential Dr
Columbus, Ohio 43212
Home: (614) 488-6979
Mobile:(614) 284-7316
ps4b03f4@westpost.net
CORE SKILLS INCLUDE:
Highly personable Customer Service Professional with over twenty years of exper
ience call-center policies and procedures within the computer service and prescr
iption benefit management industries
* Superiority in identifying customer needs and presenting appropriate company s
ervice offerings
* Self motivated, energetic professional
* Strong ethics, enthusiasm and drive
* Exquisite problem resolution results
* Excellent spelling and grammatical capabilities
* Demonstrated ability to put customers at ease, gaining trust leading to enhanc
ed resolution and satisfaction
* Cultivate customer, client, and employee relationships
* Secured numerous company achievement awards for delivery of exceptional custom
er service
* Proficient with Microsoft Office Suite, Microsoft Access, and Lotus Notes
PROFESSIONAL EXPERIENCE
Medco Health Solutions - Customer Service Representative
April 2001 - March 2009
* Answered calls in a timely manner from customers/clients/Doctors and Pharmacis
ts
* Performed accounts receivable duties, inclusive of incentives to utilize a pa
yment plan
* Secured payment by credit card for each order
* Assisted retail pharmacists to complete sales requests
* Work closely with other departments to promote contests, clarify information,
and distribute reports
* Gather, analyze, daily/weekly/monthly service statistics
* Instrumental in improving customer-satisfaction ratings through implementation
of new training procedures
* Increased employee knowledge by assisting with best practices training
* Enhanced fellow employee performance through discussions and motivational stra
tegies
* Received outstanding positive comments from team members, as well as exception
al feedback from senior management
* Took the initiative and was granted a position to train newly hired customer s
ervice representatives and managers almost each new hiring event throughout all
years of employment
* Selected to coach, train and mentor customer service representatives
Micro Electronics, Inc - Technical Support Representative
October 1998 - September 2000
* This position was a promotion, when recruited to provide top-notch technical
support service to both internal and external customers
* Provided diagnosis and resolution after pinpointing problems
* Took responsibility to deliver follow up calls on warranty services provided e
nsuring customer/client satisfaction
* Met with Compaq, HP, IBM and Microsoft personnel when introducing new products
* Received Customer Service Awards for outstanding track record of positive cust
omer feedback
* Tested for and obtained CompTIA Computer Technician A+ Certification
Winbook - Customer Service Representative
February 1992 - October 1998
* Investigated and resolved customer needs in collaboration with respect to each
department
* Interfaced with customers to identify technical and software issues
* Received numerous accolades from senior management for providing excellent ser
vice and tactfully resolving sensitive issues
EDUCATION
Bliss College
June 1985 - September 1986 ~~Business Administration and Travel &Tourism
Columbus State Community College
September 1990 -December 1991 ~~~~~~Early Childhood Development

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