ODDEX - SCR/SOES

Answer calls from students enrolled in the program, providing accurate and efficient customer service.

Trained in multiple positions including Service Coordinator, Accounts Payable, Permit Coordinator, Closing Coordinator; also instrumental in start up of the Cincinnati DivisionContact buyers to resolve service issues when reported, assisted the company in my first 2 years in reducing the number of Better Business Bureau complaints by 85% handling calls professionally and arranging for service managers to respond to homeowner concerns in a timely mannerCoordinated permits for new homes to be built between the specific municipality and the company, including but not limited to Zoning departments, Building departments and County EngineersCoordinating closing of each new home by communicating with the title company, buyer, production staff and mortgage company to ensure settlement was handled as efficiently as possible. Process all incoming bills, set up new vendors and obtained all necessary documentation for the subcontractors to be on the job. Processed and researched all property tax bills received from Madison, Delaware, Franklin, Fairfield and Licking Counties.Worked closely with contracted Legal Firm regarding Homeowner’s Associations, legal issues and contracts.

Became an integral part of the initial start up of the West Jefferson Call Center by being a part of the first Senior Advocate/Lead team; paving the way for the development of future leadership candidates. Email Lead Audit outgoing customer service emails: verifying grammar, spelling and opportunities for coaching.Assisting my Team Advocate with training of new email team advocates. Quality monitoring to verify emails are sent out following quality and service guidelines as established.Attending calibration meetings to verify consistency in Quality monitoring and working with the leadership team to discuss protocol for email communication.March 2011 Care Center Associate of the Month – voted for by peers for establishing and conveying the guiding principles of Restoration Hardware culture; the Core Values of People, Quality, Service and Innovation. Providing coverage on the Lead Assist and Question lines when needed, as well as Manager on Duty coverage as requested – allocating coverage as needed based on call volume.

In my short time with the company I have had extensive training in the field of health insurance, including the communication of benefits to its members and assisting them in understanding the way their benefit plan works. My position entails taking hundreds of calls per week from members looking for explanations of claim handling, questioning benefits and determining eligibility. I have had excellent evaluations of my customer service skills and demand nothing less of myself.

I have held multiple positions within the Columbus Ohio division office, including service coordinator, closing coordinator, permitting coordinator and accounts payable. My well rounded training has made me an asset to the company, and has enabled me to work with many colorful and intriguing people.