Germaul D. Northern 1550 W Riverside Ave Muncie Indiana 47306 (219) 902-6108 gdnorthern@bsu.

edu
OBJECTIVE:
Detailed, good-natured and resourceful customer service professional desires to share abilities to improve your customer relations, reduce support time through targeted assistance and increase team efficiency

SUMMARY OF SKILLS:
Customer Service Sales and promotions Supervision and training of employees Technology/Computers (Microsoft Office) General office/administrative Communication and teamwork

EDUCATION:
Ball State University Muncie, IN BACHELORS OF APPLIED SCIENCE (B.S.) Industry and Technology Ivy Tech Community College Lafayette, IN ASSOCIATE OF APPLIED SCIENCE (A.A.S), Automotive Service Management, TECHNICAL CERTIFICATE, Automotive Service Technology, ASSOCIATE OF APPLIED SCIENCE (A.A.S) degree, Business Administration, December 2009

December 2006 December 2006 August 2005

RELATED COURSEWORK:
Fundamentals of Public Speaking, English Composition, Case Problems in Business, Introduction to Microcomputers, Business Law, Human Resource Management, Financial Accounting, Psychology, Marketing, Logistics and Purchasing Control, and International Business

WORK HISTORY: Safeco/Liberty Mutual

Indiana Licensed Insurance Agent, Indianapolis, IN Provide exceptional customer service by responding to all inbound customer calls and written correspondences Provide accurate guidance and service to policy holders and agents Close auto and homeowners sales from leads generated from mail campaigns and Account Executives endorsements Build rapport with each customer. Actively listen to customers requests and inquires Retain policyholders who inquire about canceling through open listening, negotiation and policy review Proactively identify and communicate policy transactions and impact to customer billing Evaluate and make decisions regarding exceptions to payment plan and fees Make alternate payment arrangements Manage and utilize time effectives to ensure department meets requires service levels for improved customer satisfaction results Put your consultative skills to work by identifying and analyzing customer needs to ensure high customer satisfaction, growth and retention of business Counsel prospects and policyholders on coverage's, limits, and regulations. Develop quotes based upon acquired risk information Uses sales and selling techniques such as securing critical risk information, identifying and overcoming objections, solving prospect or policyholder problems, generating interest asking for the sale and conducting follow-up to convert leads to sales

6/10-present

References Available Upon Request

Germaul D. Northern 1550 W Riverside Ave Muncie Indiana 47306 (219) 902-6108 gdnorthern@bsu.edu
ACS
Customer Service Associate, Anderson, IN 12/09-6/10 Receive and terminate calls using company computer and telephonic equipment Verbally deliver message displayed on a computer screen using a telephonic headset Input information into a computer system while speaking on the phone Appropriately respond to questions according to client and company expectations Maintain minimum standards of call volume productivity and other project goals per company expectations Tactfully handle confrontational or stressful interactions with the public Accurately and reliably complete supporting paperwork, as required Participate in ongoing training to maintain a high level of product knowledge and presentation skills Regularly and reliably report for and complete entire shifts as scheduled

University Computing Services

Lab Assistant, Ball State University, Muncie, IN Supervised day-to-day operations of multiple computer labs Worked independently with limited supervision in labs across campus Monitored and maintained the labs Served as a liaison to the management team and support staff Performed special projects as requested Proctored exams Assisted with trouble-shooting and computer problems 01/09 12/09

References Available Upon Request