Suzanne Vesely
Welcome to my Blogger resume :: Enjoy your visit :: Last updated on 9/24/15
ACCOUNT REPRESENTATIVE/SALES REPRESENTATIVE/CALL CENTER SPECIALIST
Over 7 years of related experience, including nearly 5 years in call center environment
SUMMARY OF QUALIFICATIONS
Experience
Over 3 years inbound customer support, new business and individual account set-up, business to business customer service, outbound tele-sales, survey interviewing, administrative support, and 2 years in retail setting.
Computer skills and experience
Use databases, on-line systems, Internet, and mobile devices. Microsoft Office Home and Student 2007. Software training courses.
Key attributes and other qualifications
Awards and commendations for attendance, productivity, and quality. Written, verbal, and interpersonal communication skills demonstrated in university coursework and positions held. Detail-oriented and dependable.
Education
Strong educational background includes Bachelor of Science in Biology. E-courses.
Over 3 years inbound customer support, new business and individual account set-up, business to business customer service, outbound tele-sales, survey interviewing, administrative support, and 2 years in retail setting.
Computer skills and experience
Use databases, on-line systems, Internet, and mobile devices. Microsoft Office Home and Student 2007. Software training courses.
Key attributes and other qualifications
Awards and commendations for attendance, productivity, and quality. Written, verbal, and interpersonal communication skills demonstrated in university coursework and positions held. Detail-oriented and dependable.
Education
Strong educational background includes Bachelor of Science in Biology. E-courses.
Skills
Customer service
Problem resolution
Business communication
Customer service
Problem resolution
Business communication
New business and individual account set-up
Data collection and entry
Presentation
Document creation and editing
Document creation and editing
Research
Explain and sell/promote products and services
Negotiation
Decision making
Handle complaints and difficult situations
Explain and sell/promote products and services
Negotiation
Decision making
Handle complaints and difficult situations
Active listening
Sales lead qualification and generation
EXPERIENCE
FEDEX CUSTOMER INFORMATION SERVICES, Phoenix, Arizona
Customer Representative, 11/2006-3/2008
Provided inbound customer service in call center environment. Answered questions and responded to requests regarding domestic Express and Ground shipments, locations, rates, services, supplies, and claims. Utilized computerized system, including on-line database, Knowledge Management System, and FedEx Web site. Interacted by telephone and e-messaging with internal partners, including FedEx facilities, Customer Advocate Team (Tier 2), claims and account representatives, technical support, billing, and call center managers. Set up new business and individual accounts. Account set-up: Entered contact and shipping information. For customers requesting account with invoicing, checked creditworthiness on Experian Web site. For accounts set up with credit card, entered and verified credit card information.
Accomplishments:
MCKESSON SPECIALTY ARIZONA, INC., Specialty Pharmaceuticals Call Center, Scottsdale, Arizona
Customer Service Representative, 4/2003-4/2005
Received inbound calls from advocates, patients, pharmacies, and prescribers. Resolved issues and responded to inquiries and requests pertaining to patient assistance programs Bridges to Access and Commitment to Access, both sponsored by pharmaceutical firm GlaxoSmithKline. Processed enrollments and determined eligibility. Explained program information and eligibility decisions. Other issues include: mail order refill requests, shipment inquiries, drug authorizations, patient eligibility inquiries, patient file inquiries/updates, pharmacy claim inquiries, form requests, Web site assistance, and file and call routing to other departments. Entered and processed data with computerized system. Documented issues and interactions in electronic patient files. Used Oracle database, on-line systems, Internet Explorer, Outlook e-mail, and, occasionally, Excel. Complied with HIPAA. Developed knowledge of healthcare payers and pharmaceutical terminology.
Accomplishments:
Customer Representative, 11/2006-3/2008
Provided inbound customer service in call center environment. Answered questions and responded to requests regarding domestic Express and Ground shipments, locations, rates, services, supplies, and claims. Utilized computerized system, including on-line database, Knowledge Management System, and FedEx Web site. Interacted by telephone and e-messaging with internal partners, including FedEx facilities, Customer Advocate Team (Tier 2), claims and account representatives, technical support, billing, and call center managers. Set up new business and individual accounts. Account set-up: Entered contact and shipping information. For customers requesting account with invoicing, checked creditworthiness on Experian Web site. For accounts set up with credit card, entered and verified credit card information.
Accomplishments:
- Promoted company's products and services with goal of generating additional/new business.
- Occasionally provided technical support; successfully helped callers navigate on company Web site.
Customer Service Representative, 4/2003-4/2005
Received inbound calls from advocates, patients, pharmacies, and prescribers. Resolved issues and responded to inquiries and requests pertaining to patient assistance programs Bridges to Access and Commitment to Access, both sponsored by pharmaceutical firm GlaxoSmithKline. Processed enrollments and determined eligibility. Explained program information and eligibility decisions. Other issues include: mail order refill requests, shipment inquiries, drug authorizations, patient eligibility inquiries, patient file inquiries/updates, pharmacy claim inquiries, form requests, Web site assistance, and file and call routing to other departments. Entered and processed data with computerized system. Documented issues and interactions in electronic patient files. Used Oracle database, on-line systems, Internet Explorer, Outlook e-mail, and, occasionally, Excel. Complied with HIPAA. Developed knowledge of healthcare payers and pharmaceutical terminology.
Accomplishments:
- Became experienced in collecting information, entering information in electronic patient files and other programs, and explaining program procedures and policies.
- Quality Award of Excellence Winner, 1/2004.
COMPUTER SKILLS
Skill name, Skill level, 1-10
- Microsoft Word 2007/2003, Advanced, 7
- Microsoft Excel 2007/2003, Intermediate, 5
- Microsoft PowerPoint 2007, Advanced, 7
- Microsoft OneNote 2007, Intermediate, 5
- Microsoft Outlook 2003, Intermediate, 5
- Microsoft Windows Vista/XP Home Edition/XP Professional, Intermediate, 5
- Internet: e-mail, Google Chrome 45, Windows Internet Explorer 8, and Web navigation, Advanced, 7
- Mobile: Android 4.4.2, 2.3.7, and 2.2, voice, voicemail, SMS, MMS, touchscreen, settings, Web, Polaris Office 4.0, camera, Bluetooth, calendar, app management, sync, Wi-Fi, file transfer, file and contact management, and Swype, Advanced, 8
- Google applications: Play, Search, Drive, Blogger, Gmail, Docs, Sheets, Slides, Sites, Maps, Navigation, Plus, Voice Search, Voice Actions, and Cloud Print, Advanced, 8
- Adobe Reader, image viewing and editing, e-reader and audiobook apps, media sharing, printing, including Web and wireless, scanning, and copying, Advanced, 8
ADDITIONAL COURSES AND TRAINING
Series or site
Course or textbook title, Date completed
Other information
Barron's
Advanced Placement Statistics, In progress
Supplemented course with use of Microsoft Excel 2007 for descriptive statistics, normal and binomial probability, regression analysis, confidence intervals, and tests of significance
Udacity
Intro to Statistics, 1/2015
College Algebra, 1/2015
Introductory Algebra Review, 8/2013
Microsoft Press Inside Out
Microsoft Office Excel 2007, 12/2014
Highlights: Building, formatting, and editing worksheets, charting, graphics, creating formulas, using functions and arrays, financial, statistical, and what-if analysis, managing databases and tables, PivotTables, working with external data, and integrating Excel with other applications
Microsoft Press Step by Step
Microsoft Office Home and Student 2007, 4/2013, 9/2012
Word, Excel, PowerPoint, and OneNote
Course or textbook title, Date completed
Other information
Barron's
Advanced Placement Statistics, In progress
Supplemented course with use of Microsoft Excel 2007 for descriptive statistics, normal and binomial probability, regression analysis, confidence intervals, and tests of significance
Udacity
Intro to Statistics, 1/2015
College Algebra, 1/2015
Introductory Algebra Review, 8/2013
Microsoft Press Inside Out
Microsoft Office Excel 2007, 12/2014
Highlights: Building, formatting, and editing worksheets, charting, graphics, creating formulas, using functions and arrays, financial, statistical, and what-if analysis, managing databases and tables, PivotTables, working with external data, and integrating Excel with other applications
Microsoft Press Step by Step
Microsoft Office Home and Student 2007, 4/2013, 9/2012
Word, Excel, PowerPoint, and OneNote
EDUCATION
OREGON STATE UNIVERSITY, Corvallis, Oregon
Oregon State University's undergraduate programs in the biological and agricultural sciences, including biology and fisheries and wildlife science, are highly ranked nationally.
Postbaccalaureate studies (undergraduate) in Wildlife Science, 9/1992-6/1993, 9/1993-6/1994
Bachelor of Science in Biology, 6/1988
Key academic achievements:
OREGON HEALTH & SCIENCE UNIVERSITY, Portland, Oregon
Oregon Health & Science University's School of Dentistry is ranked #2 nationally.
Predoctoral studies, Doctor of Dental Medicine program, 8/1988-6/1989
Oregon State University's undergraduate programs in the biological and agricultural sciences, including biology and fisheries and wildlife science, are highly ranked nationally.
Postbaccalaureate studies (undergraduate) in Wildlife Science, 9/1992-6/1993, 9/1993-6/1994
Bachelor of Science in Biology, 6/1988
Key academic achievements:
- Graduated with High Scholarship.
- Very good to outstanding performance in nearly all major courses as undergraduate and postbaccalaureate student.
- Excellent performance in accounting, economics, statistics, and math courses, including Basic Accounting and Financial Analysis (for non-majors), Principles of Economics (Macroeconomics), Principles of Economics (Microeconomics), Natural Resource and Environmental Economics and Policy, Principles of Statistics (2 terms), Introduction to Statistical Methods, Methods of Data Analysis, Intermediate Algebra, College Algebra, Trigonometry, Calculus Preparation, Differential Calculus, Integral Calculus, and Multivariable Calculus and Vectors.
- Very good to outstanding scores on all research proposals, term papers, reports, and essays.
OREGON HEALTH & SCIENCE UNIVERSITY, Portland, Oregon
Oregon Health & Science University's School of Dentistry is ranked #2 nationally.
Predoctoral studies, Doctor of Dental Medicine program, 8/1988-6/1989
ADDITIONAL EXPERIENCE
HOMEGOLD FINANCIAL, INC., Tempe, Arizona
Call Center Sales Representative, 5/2002-11/2002
Originated home mortgage refinance and home equity loan applications through outbound calls to homeowners. Responded to inquiries regarding application questions. Entered and processed loan application information with computerized system. Maintained follow-up/call-back and "do not call" logs.
Accomplishments:
U.S. CENSUS BUREAU, Local Census Office, Beaverton, Oregon
Enumerator, 3/2000-8/2000
Completed Census 2000 questionnaires by means of in-person and telephone interviews. Drove car to in-person interview sites. Located housing units using maps. Addressed respondent questions and concerns regarding Census 2000. Audited and finalized questionnaires. Determined Census Day unit status. Entered status codes in address registers.
Accomplishments:
FRED MEYER, Salem, Oregon
Retail Associate, 10/1994-4/1995
Worked in Freddy's Toy World and cosmetics and apparel departments. Assisted customers locate merchandise and departments. Answered questions regarding merchandise. Stocked shelves. Maintained assigned departments clean and organized. Returned misplaced items to correct location.
Accomplishments:
MORROW COUNTY, Heppner, Oregon
Project Assistant, 6/1994-8/1994
For Morrow County Project, collected sales, revenue, income, expense, and tax data from individual households, businesses, and government units through in-person interviews; entered data in questionnaire forms while interviewing respondents. Drove car to interview sites. Located housing units using maps. Audited questionnaires. Prepared correspondence. Arranged interview times by telephone. Joint project of Morrow County and Oregon State University Department of Agricultural and Resource Economics.
Accomplishments:
OLAN MILLS PORTRAIT STUDIO, Salem, Oregon
Delivery Driver, 1/1991-7/1992
Delivered portrait plan certificates to customers. Collected payment. Answered questions regarding portrait plan and business, including hours and location. Filled in as telemarketing call center supervisor when supervisor not present.
Accomplishments:
TELEMARK, Wilsonville, Oregon
Call Center Representative, Temporary/project work between 8/1990-9/1992, 1 year of experience
With autodialer, conducted outbound political and market research tele-surveys and made "get out the vote" calls to registered voters. Entered data into computer system while speaking with respondents.
Accomplishments:
Call Center Sales Representative, 5/2002-11/2002
Originated home mortgage refinance and home equity loan applications through outbound calls to homeowners. Responded to inquiries regarding application questions. Entered and processed loan application information with computerized system. Maintained follow-up/call-back and "do not call" logs.
Accomplishments:
- Top representative for 7/2002 in terms of loan volume; received $300 monthly bonus and $50 gift certificate.
- Produced high quality loan applications. Ranked among top 3 representatives in terms of loan volume to commission ratio; commission based on number of loan applications.
- Routinely attained or surpassed sales goals (loan applications) via financial needs analyses and customized presentations.
- Consistently completed 45-60 applications every 2 weeks; Social Security Number required to receive credit for application.
- Overcame objections and asked probing questions to understand financial needs of potential customers.
Enumerator, 3/2000-8/2000
Completed Census 2000 questionnaires by means of in-person and telephone interviews. Drove car to in-person interview sites. Located housing units using maps. Addressed respondent questions and concerns regarding Census 2000. Audited and finalized questionnaires. Determined Census Day unit status. Entered status codes in address registers.
Accomplishments:
- Effectively communicated with respondents to consistently obtain accurate data.
- Exceeded productivity requirements. Ranked among top 3 Enumerators in Polk County in terms of productivity.
- For duration of project, received compliments and, after completion of project, letter of recommendation from Crew Leader.
FRED MEYER, Salem, Oregon
Retail Associate, 10/1994-4/1995
Worked in Freddy's Toy World and cosmetics and apparel departments. Assisted customers locate merchandise and departments. Answered questions regarding merchandise. Stocked shelves. Maintained assigned departments clean and organized. Returned misplaced items to correct location.
Accomplishments:
- Retained as employee after holiday season ended.
- Received 2 comment cards with positive comments from customers for personalized service.
MORROW COUNTY, Heppner, Oregon
Project Assistant, 6/1994-8/1994
For Morrow County Project, collected sales, revenue, income, expense, and tax data from individual households, businesses, and government units through in-person interviews; entered data in questionnaire forms while interviewing respondents. Drove car to interview sites. Located housing units using maps. Audited questionnaires. Prepared correspondence. Arranged interview times by telephone. Joint project of Morrow County and Oregon State University Department of Agricultural and Resource Economics.
Accomplishments:
- Generated random sample of individuals to interview using Statgraphics.
- Created database of individuals, businesses, and government units.
- After project completion, earned praise and received recommendation from project leader (professor).
OLAN MILLS PORTRAIT STUDIO, Salem, Oregon
Delivery Driver, 1/1991-7/1992
Delivered portrait plan certificates to customers. Collected payment. Answered questions regarding portrait plan and business, including hours and location. Filled in as telemarketing call center supervisor when supervisor not present.
Accomplishments:
- Driver of the Year, 1991.
- As substitute supervisor, supervised 5 telemarketers, completed and mailed weekly payroll paperwork, and made weekly bank deposits.
TELEMARK, Wilsonville, Oregon
Call Center Representative, Temporary/project work between 8/1990-9/1992, 1 year of experience
With autodialer, conducted outbound political and market research tele-surveys and made "get out the vote" calls to registered voters. Entered data into computer system while speaking with respondents.
Accomplishments:
- Regularly earned bonuses for meeting or exceeding performance standards.
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