NORMELLE MAXWELL
Cleveland,OH
Summary
Astute and enterprising decision-maker with passion for Customer Service work and willingness to take on any challenge and offering polished communication skills. Brings excellent organizational skills and over 20 years of job experience. Self-motivated and Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
20
20
years of professional experience
Work History
Manager
Parthenon GlobalSystems LLC
Cleveland, Ohio
11.2017 - 04.2021
- Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals.
- Applied customer feedback to develop process improvements and support long-term business needs.
- Maximized productivity by keeping detailed records of daily progress and identifying and rectifying areas for improvement.
- Cross-trained existing employees to maximize team agility and performance.
Enrollment Assister
Cognosante
Cleveland, OH
08.2013 - 04.2017
- Calculated premiums and established payment methods for sales.
- Worked with team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Organized the Collection of premiums on or before effective date of coverage.
- Displayed consistent, positive attitude towards customers, peers and other personnel, even during high-stress situations.
- Remained impartial in order to advise clients based on circumstances.
- Determined financial needs by assessing existing coverage and aligning new products and services with long-term goals.
- Met with customers to provide information about available products and policies.
CSR/Call Center Representative
Time Warner Cable
Cleveland, OH
04.2006 - 12.2012
- Resolved concerns with products or services to help with retention and drive sales.
- Addressed escalated customer service issues sent from sales and service teams to save customer relationships.
- Helped a large volume of customers every day (150-200)with a positive attitude and focus on customer satisfaction.
- Offered advice and assistance to customers, paying attention to special needs or wants
- Answered customer telephone calls promptly to avoid on-hold wait times.
Customer Service Representative
Spherion
Cleveland, OH
01.2012 - 06.2012
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
- Recommended products to customers, thoroughly explaining details.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
Education
No Degree - Medical Transcription
South Coast College
Orange, CADiploma - Medical Billing And Coding
American Career College at St. Francis
Anaheim, CADiploma - Medical Assistant
Globe College of Business
St. Paul, MNSkills
- Policies and procedures
- Strategic planning
- Business Development
- Complex Problem Solving
- Handling Customer Complaints
- Issue and Complaint Resolution
- De-escalation Techniques
- Courteous with Strong Service Mindset
Timeline
Manager
Parthenon GlobalSystems LLC
11.2017 - 04.2021
Enrollment Assister
Cognosante
08.2013 - 04.2017
Customer Service Representative
Spherion
01.2012 - 06.2012
CSR/Call Center Representative
Time Warner Cable
04.2006 - 12.2012
No Degree - Medical Transcription
South Coast College
Diploma - Medical Billing And Coding
American Career College at St. Francis
Diploma - Medical Assistant
Globe College of Business
Similar Profiles
Anish JoyAnish Joy
Director, Interim Financial Leadership Services at EY ParthenonDirector, Interim Financial Leadership Services at EY Parthenon
Nina VannNina Vann
Manager/ Vice President at EY- PARTHENON (Ernst & Young – EY)Manager/ Vice President at EY- PARTHENON (Ernst & Young – EY)
Jason BierlyJason Bierly
Registered Nurse at Parthenon PavilionRegistered Nurse at Parthenon Pavilion
David BreudigamDavid Breudigam
Benefits Strategist / Vice President at Brooker Insurance / IEN Risk ManagementBenefits Strategist / Vice President at Brooker Insurance / IEN Risk Management
Diana RamerDiana Ramer
Registered Nurse at UnitedHealthcareRegistered Nurse at UnitedHealthcare