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TOM HOGAN5454 Agatha Christie Street ? Albuquerque, NM 58585(777) 567-8910 ? Tom.Hogan@LinkedTogether profile: TomHogan2.SUMMARYExperienced customer service representative (11+ years) known for providing top-notch service and leading service improvements across diverse industries, seeking to leverage experience and leadership skills as a Customer Service Manager.EXPERIENCEU.S. Healthcare – Albuquerque, NMCustomer Service Coordinator, 2011 - presentTrack key performance metrics for the Customer Service department.Provide excellent service to all customers, including guidance and information on insurance policy coverage and rates.Train and mentor new staff members.Serve as liaison between the main Albuquerque customer service team and satellite teams in other cities, coordinating monthly staff meetings.Spearheaded the implementation of a new call triage system to reduce wait times for callers.Revised and implemented new QA forms to include more detailed customer feedback.Won Employee of the Month 4 times.Marketplace Inc. – Seattle, WACustomer Service Representative, 2005 - 2011Acted as front-line contact for customers of an online storefront.Worked directly with customers via multi-line phones and online messenger tools to provide comprehensive assistance with issues, including troubleshooting product issues, providing product and company information, and processing returns and refunds.Provided timely follow-up with customers to ensure highest-quality service and build customer relationships.SKILLSCustomer serviceLeading colleagues to improved efficiency and customer serviceProject managementPatience and a positive attitudeAttention to detailClear and effective communicationTime managementOperational improvementsEDUCATIONEleanor Roosevelt College – Bellingham, WAB.A., General Studies, 2008 ................
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