Marion Schrader
Virginia Beach,VA
Summary
Seasoned professional seeking a challenging and rewarding position within your organization which utilizes my previously acquired skills, knowledge and abilities while providing the opportunity to expand in areas of expertise.
Overview
39
39
years of professional experience
Work History
CSR
Telcom Systems/Ripley Heatwole Company
03.2023 - Current
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Assisted customers with account set-up, enabling smooth transitions into using the company''s products or services.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded to customer requests for products, services, and company information.
- Answered constant flow of customer calls with minimal wait times.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues efficiently.
- Collaborated with management to develop strategies for enhancing overall customer experience.
- Developed strong relationships with clients by understanding their needs and preferences, fostering long-term loyalty.
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Handled complex billing issues, ensuring accurate invoicing and prompt resolution of discrepancies.
- Delivered outstanding problem-solving skills in addressing recurring issues that resulted in improved operational efficiency.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Trouble shooting of Dish, Direct TV and net services with customers to avoid dispatching a technician or having the customer wait for the service call
- Received Rookie of the Year 2023
- Received Rookie Of the Year 2023
Personal Assistant
John McMullen Corporation
03.2012 - 12.2022
- Direct assistant to Mr
- And Mrs
- McMullen in their daily running of the business and personal care
- Some of the many duties consist of scheduling, errands, accounting, driver, liaison to the family on all necessary information, personal care, all office duties to include typing, answering calls, all accounting, handling of accounts as their front person
- During this time, I was also caring for a Disabled veteran and providing child care for two children under 10 (part time)
Credentialing Manager
ValueOptions Incorporated
01.2002 - 03.2012
- Responsible for a team of up to 42 credentialing specialists
- Responsible for maintaining daily, weekly, monthly and yearly quotas while ensuring that all contractual, state, city, federal, and company regulations were followed
- Responsible for interviewing new employees, writing and maintaining work instructions, constant review of department structure along with development of system updates to meet all regulations
- Responsible for merit increases, disciplinary actions, time and attendance for team while providing team building and morale building activities
- Responsible for maintaining relationships company wide and exterior and acting as a liaison for the credentialing team
- Responsible for researching, obtaining needed documentation for exterior sources such as licensure boards, insurance agencies, federal and local law enforcement and compiling a full and complete case history for presentation to a national committee for review
- Responsible for review of credentialing packets for quality assurance in order to maintain the meeting of all contractual, federal, state and company regulations and working with team members to correct any issues that were identified
- Responsible for leading several billing teams in resolving billing issues during a company downsize for approximately 6 months while maintaining my other managerial obligations
- Responsible for leading the Morale Committee for the corporate office of approximately 300 employees along with my own department of approximately 42 staff members
- Responsible for the development of many facets within the department and company in order to expand business and continue improvement
Customer Service Representative
Kmart
01.1999 - 01.2000
- Responsible for weekly ad postings, maintaining department for neatness and proper display, assisting upper management along with customers as needed
- Responsible for restocking, proper display policies, front register back up, inventory
Installation Coordinator/Service Dispatcher
TCI Communications
01.1992 - 01.1997
- Responsible for scheduling of installation and service departments technicians while assisting customers with all of their requests via phone or in person
- Responsible for ordering dial tone for customers
- Responsible for ensuring that all parts are ordered for each job, scheduling the technician and coordinating with all interior and exterior parties to ensure proper installation
- Responsible for maintaining and coordination of all customer rental agreements
Customer Service Representative
A.B. Dick
01.1991 - 01.1992
- Responsible for maintaining all reporting documents for maintenance contracts in 5 states
- Responsible for assisting fellow employees with any duties needed as company was closing
Accounts Receivable/Dispatcher/Sales Department Assistant
CopyFax
01.1989 - 01.1991
- Responsible for taking all incoming service requests, dispatching service technicians, inventory control, ordering parts as needed, constructing proposal/bid packet
- Responsible for monthly invoicing and obtaining of usage for monthly maintenance
- Responsible for invoicing of service calls, collections, coordination of installations and assisted technicians in preparing equipment for delivery
- Maintained parts inventory; Ordered and stocked parts, etc
- Assisted with answering of multi-line phone system, accounts payable, processing, packaging and mailing customer orders
Customer Service Representative
Abacus Temporary Services
01.1988 - 01.1989
- Worked in the facility placing staff members out to work on daily positions, coordinated transportation, worked with clients directly via phone and in person to meet their daily, weekly or monthly staff needs
- Ensured that all necessary staff positions were filled and that necessary safety equipment was provided
- Maintained clients relationships via phone and on-site meetings
Customer Service Representative
WeatherMakers
01.1986 - 01.1988
- Began working after school assisting with inventory control, drafting, answering multi phone system, assisting sales department with proposal or mailing needs, filing, dispatcher, maintaining yearly maintenance calls and customer service
Education
High School -
Kempsville High School
06.1987
Skills
- Call center experience
- Customer Focus
- Complaint Handling
- CRM Software
- Active Listening
- Critical Thinking
- Professional telephone demeanor
- Conflict Resolution
- Computer Proficiency
- Customer Relations
- Payment Processing
- Data Entry
- Scheduling
- Problem Resolution
- Dispute Resolution
- Client Relations
References
- Amanda Howard 757-553-5071
- Dawn Campbell 757-390-1925
- Val Pinder, 757-580-7455
- Terry Young, 757-361-6498 or 757-374-3279
Timeline
CSR
Telcom Systems/Ripley Heatwole Company
03.2023 - Current
Personal Assistant
John McMullen Corporation
03.2012 - 12.2022
Credentialing Manager
ValueOptions Incorporated
01.2002 - 03.2012
Customer Service Representative
Kmart
01.1999 - 01.2000
Installation Coordinator/Service Dispatcher
TCI Communications
01.1992 - 01.1997
Customer Service Representative
A.B. Dick
01.1991 - 01.1992
Accounts Receivable/Dispatcher/Sales Department Assistant
CopyFax
01.1989 - 01.1991
Customer Service Representative
Abacus Temporary Services
01.1988 - 01.1989
Customer Service Representative
WeatherMakers
01.1986 - 01.1988
High School -
Kempsville High School
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