Justin Heren
Auburn
Summary
-Self-directed Customer Service professional dedicated to promoting loyalty and retention through proactive communication, effective problem-solving and personable follow-through. Utilizes company support resources, personal expertise and critical thinking skills to manage concerns independently with willingness to escalate critical issues. Offering [Number] years of service-focused experience.
-Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
-Hardworking and passionate job seeker with strong organizational skills eager to secure position. Ready to help team achieve company goals.
Overview
22
22
years of professional experience
Work History
Customer Advocate
Blue Cross Blue Shield Of Illinois
06.2022 - Current
- Handled difficult customer situations with grace and professionalism, consistently meeting first-call resolution metrics.
- Provided exceptional customer service to high-volume customer base, resolving issues, answering inquiries and providing product information.
- Developed and maintained strong customer relationships by promptly addressing and resolving customer concerns.
- Listened to customers in actively to assess issues and provide accurate information.
- Answering calls for nurses and primary care providers to submit requests for medical preauthorization.
- Flex schedule/ Work 2 weeks in home and 1 week in office.
- Developed and implemented strategies to improve customer service experience, resulting in increased satisfaction.
- Documented customer concerns and inquiry resolutions in internal computer system.
- Analyzed customer feedback and generated reports to identify trends and opportunities for improvement.
- Researched and resolved account and service problems with friendly, knowledgeable support.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded proactively and positively to rapid change.
Armed Security Officer/Collector
J&J Ventures Gaming
08.2018 - 04.2022
- Underwent and maintained firearms certification in compliance with state laws and organizational standards.
- Responded quickly to incidents and assessed active situations for security concerns.
- Maintained confidentiality to protect sensitive information and prevent harmful release of information.
- Traveling to various establishments all over the state to collect and secure high amounts of cash from video gambling machines while also carrying high dollar amounts to refill ATM's and ticket redemption terminals.
- -Performing proper paperwork and accountability for every dollar being delivered and returned.
- Troubleshooting and often repairing various types of video gambling machines and network equipment while on site.
- Partaking in 8 hour firearm safety and scenario classes along with shooting qualifications 1 to 2 times a year.
- Partaking in a 40 hour firearm safety, scenario and qualification class in the beginning to obtain FCC open carry license.
- All training, certifications and qualifications required and continued 1 to 2 times a year are done by retired law enforcement officers.
- Switched protocols everyday from different vehicles, different partner, different routes at different times and only having knowledge of daily routes that morning prior to starting work.
Armed Security Messenger
Brinks Incorpated
06.2015 - 03.2018
- Underwent and maintained firearms certification in compliance with state laws and organizational standards.
- Traveling on assigned routes to various establishments to carry, secure and fulfill money orders and collect deposits of high dollar amounts.
- Traveling on assigned routes to carry, swap and refill various ATM's.
- Driving on various routes to safeguard/transport the messenger and keep watch of the surrounding areas while he/she performs their duties.
- Attending a 40 hour firearms safety course to obtain open carry and armed security license and shooting qualifications once a year.
- Attending 8 hour firearms and situational safety courses along with shooting qualifications 1 to 2 times a year.
- All training, certifications and qualifications required and continued 1 to 2 times a year are done by retired law enforcement officers.
Light Wheel Mechanic
United States Army
06.2001 - 07.2004
- Repaired and replaced worn and damaged components.
- Checked brake systems and determined need of pad replacement, disc turning or other maintenance requirements.
- Read and followed technical documentation to complete accurate repairs.
- Repaired brake, exhaust, electrical and other systems for domestic automotive brands among other basic maintanance on light military and transport vehicles.
- The service and protection of the United States from all foreign and domestic threats.
- Security, vehicle and identification checks and vehicle searches at base entrances.
- Weapons and partial special forces training, tactics, survival and procedures. 2 week training course.
- Transportation/driver for up to 20 soldiers to and from training courses.
Education
GED -
Lincolns Challenge Program
Rantoul, IL06.2000
Skills
- Task Scheduling
- Conflict Mediation Abilities
- High-Volume Environments
- Business Planning
- 9 years armed security with various weapons, weapons safety, scenario-situation and tactics training/ US Army/ Brinks Inc/ J&J Ventures Gaming
- 1 year supervisor and trainer experience
- 4 years Video Surveillance/ Home/ Minimal @ J&J Ventures Gaming
- 4 years Freight Experience
- 3 years Military Experience
- 4 years Order Picking
- 9 years Delivery Driver/ Route Experience
- 4 years Load & Unload
- 4 years Shipping & Receiving
- 4 years Pallet Jack
- 1-3 years Administrative Experience/ Blue Cross Blue Shield /Gaither Tool
- FOID card/Conceal Carry
- Valid Driver's License
Timeline
Customer Advocate
Blue Cross Blue Shield Of Illinois
06.2022 - Current
Armed Security Officer/Collector
J&J Ventures Gaming
08.2018 - 04.2022
Armed Security Messenger
Brinks Incorpated
06.2015 - 03.2018
Light Wheel Mechanic
United States Army
06.2001 - 07.2004
GED -
Lincolns Challenge Program
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