John Masse
Franklin
Summary
Passionate customer service professional with 15+ years of experience in various customer facing positions. Adept at managing multiple projects, education and creating impactful learning experiences.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Contact Center Representative
HealthTrust
Concord, NH
02.2024 - Current
- Assists enrollees through both phone calls and written communications to help them with various inquiries as it relates to their medical, dental, prescription, or ancillary services as members of HealthTrust while also educating in order to maximize the use of their benefits. Coordinates with several departments internally within the organization to ensure these questions are responded to accurately and promptly.
Quality Assurance Specialist
Bar Harbor Bank & Trust
New London, NH
08.2020 - 01.2024
- Monitored, inspected, and proposed measures to correct or improve the bank’s paperwork/tracking processes. Ensured that new/updated account documents are in line with Federal regulations and meeting established quality standards. Monitored deposit accounts, high dollar checks, check holds, stop payments, and automatic funds transfers.
Customer Service Representative
Bar Harbor Bank & Trust
Andover, NH
05.2016 - 08.2020
- Assisted customers with their financial needs, including opening new accounts, making deposits, inquiries into various questions/issues with their accounts, both in person and over the phone to ensure customer’s financial accounts are being managed efficiently and with minimal to no errors. Helped create monthly work schedule for the office, as well as making sure the office ran as effective as possible to better assist our customer’s needs.
- Ensured drawer audits are completed
- Several experiences with both domestic and international wires.
Education
Franklin High School
Franklin06-2010
Skills
- Public Speaking
- Strong People Skills
- Problem solving
- Team Collaboration
- Online Marketing Proficiency
- Strong Time Management
- Highly Organized
Accomplishments
- Served on the board of a non-profit community theatre organization for 10 years.
- Helmed said board for three years as Vice President, and six years as President.
- Throughout my tenure, I was able to help expand the organization's reach through new social media initiatives, various new productions, and fundraising.
- These measures helped vastly increasing both company funds (upwards of $15,000) and membership numbers.
Certification
- Annual HIPAA and other safety related trainings as it applies to protecting Protected Health Information
Timeline
Contact Center Representative
HealthTrust
02.2024 - Current
Quality Assurance Specialist
Bar Harbor Bank & Trust
08.2020 - 01.2024
Customer Service Representative
Bar Harbor Bank & Trust
05.2016 - 08.2020
Franklin High School