Eva M. Houk
Campbellsville,KY
Summary
Seeking a new challenge with an established organization. I want to utilize my skills and abilities acquired in 20 years of customer service. I hope to grow with the company as it grows.
Overview
41
41
years of professional experience
1983
1983
years of post-secondary education
Work History
Customer Service Representative
CVS Aetna
03.2022 - Current
- Completed tasks for members concerning benefit questions, submitting claims, calling providers, sending documents, and taking the member out of the middle.
- These tasks were completed via email, correspondence, and chat.
Customer Care Specialist
Internet
10.2000 - 03.2022
- Applied my communication skills to assist customers promptly.
- Followed guidelines set by American Airlines, FAA, and country regulations.
- Developed elegant language and followed telephone techniques per required guidelines.
- Performed Quality Assurance for customer service and other duties as the Assistant Learning Specialist for training purposes.
- Assisted customers with their requests via the American Airlines Cargo website.
- Performed duties as acting Team Leader as needed.
Glue Wheel Off-Bearer
Greensburg Manufacturing
03.2000 - 10.2000
- A two-man team glued wood stock for individual panels per order.
- Greensburg, KY
Network Specialist - Switching Communications
Northern Telecom
05.1996 - 05.1997
- Installed, tested, upgraded, and removed hardware and software for telephone networks.
- Supervised contractors as a Site Team Leader for telephone installations.
- Valhalla, NY
Telephone Technician - Telephone Communications
Conte Federal Systems
12.1988 - 12.1996
- Completed all training and utilized knowledge to perform preventive and corrective maintenance on telephone networks.
- Maintained data network for customers' personal data, requests, billing, and services.
- Performed some Outside Telephone work.
- FT. Eustis, VA
Specialist - Telephone Communications
ARMY
02.1985 - 12.1988
- Performed both preventive and corrective maintenance for telephone networks.
- Managed all Telephone Records, ensuring completeness and accuracy.
- Completed Local Service Requests as needed.
- Supervised 12 technicians ensuring maintenance duties were performed for all service requests.
- Supervised 8 telephone operators.
- Evaluated each employee on a monthly basis as a Contracting Officers Representative for the military.
Education
Campbellsville High School
CAMPBELLSVLLE, KySkills
- Customer education
- Active listening
- Problem solving
- Adaptability to change
- Procedure adherence
- Time management
- Cross-functional collaboration
- Adaptability and flexibility
- Multi-task management
- Call center procedures
- Call center operations
- De-escalation techniques
- Task prioritization
- Live chat support
- Problem-solving
- Spreadsheets
- Product education
- Grammar
Timeline
Customer Service Representative
CVS Aetna
03.2022 - Current
Customer Care Specialist
Internet
10.2000 - 03.2022
Glue Wheel Off-Bearer
Greensburg Manufacturing
03.2000 - 10.2000
Network Specialist - Switching Communications
Northern Telecom
05.1996 - 05.1997
Telephone Technician - Telephone Communications
Conte Federal Systems
12.1988 - 12.1996
Specialist - Telephone Communications
ARMY
02.1985 - 12.1988
Campbellsville High School