Flexible and creative professional providing seasoned career in customer service support, training, and claims adjustment roles; career highlighted by exceptional versatility, adaptability and ability to execute multiple tasks simultaneously in challenging environments and amidst demanding deadlines. Strong communicator with excellent interpersonal skills propelling development of solid work teams.

COMPANY	POSITION HELD	DATES WORKED
State of Ohio	(Confidential)	9/2006 - 8/2007

SCHOOL	MAJOR	YEAR	DEGREE
Illinois College	Bachelor of Arts in Psychology/Education	1973	Bachelor Degree

Highlights:

My qualifications represent a solid combination of career development that predicts positive contributions for the firm with which I affiliate. While serving currently as Disability Claims Adjudicator with the State of Ohio Rehabilitation Services Commission, and previously as Customer Service Trainer and Customer Service Representative with Aetna, Inc., I have demonstrated the ability to understand and embrace company missions as well as perform beyond expectations. Please consider the following: * Demonstrated proficiency adapting to system applications as well as researching system resources available in a timely and effective manner. Disability Claims Adjudicator ... State of Ohio Rehabilitation Services Commission * Recognized as "Pathfinder Platinum" Silver Nominee, April & October 2003 and 3rd Quarter 2003 "Best Team Player;" promoted to office's first HMO Customer Service Professional Trainer. Customer Service Trainer ... Aetna, Inc. * As office's first HMO trainer, developed entire training program and consistently received above average survey results from numerous classes; utilized content learned from weeklong training session in Greensboro, North Carolina in addition to consultation with HMO Customer Service Team Coordinator/Supervisor. Customer Service Trainer ... Aetna, Inc. * Operated as lead in Customer Service phone unit and handled phone queue scheduling, supervisor calls and monitored and mentored recently trained CSRs. Customer Service Representative ... Aetna, Inc. * Demonstrated flexibility and enthusiasm with commitment to delivery of excellent service to members; also displayed strong ability to handle a wide variety of calls, identify service problems and initiate appropriate action to resolve problems. Served as mentor to new employees. Customer Service Representative ... Aetna, Inc. Providing strong written/oral techniques and ability to solve problems will separate your company from its competitors; a valuable edge I am sure will enable you to build, solidify and secure your target market. I am versatile, possess a positive leadership style, and I have gained the respect of those with whom I have come in contact. I offer a high degree of integrity and I believe that I would be an asset in any product or service setting.

Companies I like:

Open

Microsoft Office
Presentation skills
P&L responsibilities
Presentation
Technology Solutions
Sales Support
Software Implementation
Leadership

• Training
• Staff Development
• Medical Terminology
• Project Development
• Performance Evaluations
• Productivity Improvement
• Presentations
• Quality Control
• Program Development
• Program Implementation
• Policies/Procedures
• Relationship Building
• Employee Relations
• Training Manuals/Aids

Customer Service Trainer ... Created curricula and delivered 12-week classroom and online training courses (to 1-15 new/current employees simultaneously) covering customer service, computer systems, and policies and procedures; also conducted quality reviews and collaborated with business unit and subject matter experts throughout design and delivery of training for customer service staff and management. Evaluated learning performance of associates and communicated performance trends to local team leaders, team coordinators and training supervisor.