Seth Mummel
Rantoul,IL
Summary
A former store manager bringing proven record of success in exceeding sales, service and team performance objectives. Developed and motivated team members with strong leadership and planning abilities honed in fast-paced ever-changing technological environments. Focused on continuous associate and business improvements.
Dedicated administrative professional with experience in popular systems and software. Extensive experience within many customer service sectors. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
14
14
years of professional experience
Work History
IT Support Specialist
Herff Jones
Arcola, Illinois
09.2024 - Current
- Provided technical support for hardware and software issues across departments.
- Assisted users in troubleshooting network connectivity and application problems.
- Installed and configured new computer systems and peripherals for staff as well as regular workstation maintenance.
- Worked extensively with vendors for lining up on-site repair visits, as well as ordering parts, regular maintenance kits and software licenses
- Extensive experience with Windows Office products such as Outlook, SharePoint, Excel, Teams, PowerApps, etc., and teaching end users lesser known functionalities of these services
- Placed tech, accessory and supply orders large and small for many departments while keeping within annual budget plans for each cost-center
- Recently assisted in a large move of consolidating nearly 100 employees and all hardware and software from a neighboring plant, arranging Ethernet drops and organizing floor plans
- Regularly provisioned user Microsoft Office accounts and inboxes while establishing use cases for each user
- Documented support requests and resolutions in ticketing system for tracking purposes.
- Maintained inventory of IT equipment, ensuring availability for staff needs.
- Monitored system performance, identifying areas for improvement in user experience.
- Assisted users with various types of technical issues via email, live chat, telephone, support system tickets and remote login software as a first point of contact.
- Developed and maintained strong relations with users to meet quality expectations.
Customer Service Supervisor
Herff Jones
Arcola, Illinois
08.2023 - 09.2024
- Supervised customer service team to ensure effective communication and support.
- Coordinated training programs for new team members on service protocols. Compiled and coded an .html document with complete information for step by step role instructions as well as every scenario an entry clerk may face, complete with searchable keywords.
- Supervised order entry processes to ensure timely and accurate data input.
- Coordinated with warehouse teams to streamline order fulfillment and shipping.
- Reviewed orders for accuracy and compliance with company policies.
- Developed training materials for new hires on order entry procedures.
- Collaborated with customer service to resolve order discrepancies effectively.
- Communicated with internal departments such as production, shipping and receiving on a regular basis in order to obtain updates on customer orders.
Central Scheduler
Sarah Bush Lincoln Health Center
Mattoon, IL, IL
11.2021 - 08.2023
- Checked physician orders and schedule availability to make accurate appointments for tests and surgical procedures.
- Set and managed patient appointment schedules using Cerner.
- Communicated with patients to resolve inquiries, schedule appointments and address billing questions.
- Updated patient information in databases and adhered to confidentiality requirements.
- Instructed patients regarding how to prepare for appointments.
- Adjusted appointments according to priority and tracked appointment durations.
- Followed up with patients and confirmed appointments.
- Coordinated appointments with customers and staff members according to availability.
- Answered phone calls and took messages for staff members.
- Assisted patients with canceling and rescheduling appointments.
- Reviewed insurance information with patients.
- Informed patients regarding needed medical tests and procedures.
- Communicated with patients with compassion while keeping medical information private.
- Collaborated with multi-disciplinary staff to improve overall patient care and response times.
- Compiled and coded patient information or data in appropriate computer system.
- Transmitted medical records and other correspondence by mail, e-mail, or fax.
- Adhered to HIPAA requirements to safeguard patient confidentiality.
- Routed laboratory or diagnostic results to appropriate staff.
- Transcribed recorded practitioners' diagnoses and recommendations into medical records.
Store Leader
GameStop
Mattoon, IL
03.2017 - 11.2021
- Built customer loyalty through knowledgeable sales, support and education on brand products and services.
- Led successful sales teams, including training new team members and motivating exceptional performance.
- Met coverage needs by coordinating effective schedules and delegating team member assignments.
- Empowered employees to independently handle routine customer concerns and coordinate cross-functional solutions for complex issues.
- Delivered measurable results across product lines with skilled leadership over marketing, merchandising and sales initiatives.
- Administered store's budget with strong planning and expense control abilities.
- Dealt with customer complaints and rectified product and service issues.
- Tracked inventory, conducted cycle counts and audits and resolved issues to maintain accurate records.
- Increased sales by optimizing in-store promotional strategies.
- Recommended merchandise to customers based on needs and preferences.
- Escorted customers to products and pointed out complementary items to boost store sales.
- Maintained visually appealing and effective displays for entire store to drive sustained revenue and move target products.
- Helped customers sign up for loyalty programs and submitted completed paperwork.
- Oversaw a team that consistently led a district in performance metrics
- Well versed in reading Profit and Loss (P&L) statements and reshaping business models around them
Customer Advocate
Blue Cross Blue Shield of Illinois
Mattoon, IL
02.2012 - 08.2019
- Vast experience with data entry as well as navigating and keying data within emulator programs.
- Performed extensive research on all inquiries and concerns to achieve complete client satisfaction.
- Used different knowledge banks to research customer problems and develop accurate responses.
- Researched problems with benefits, accounts and services with speed and accuracy.
- Reached out to providers to help develop comprehensive solutions.
- Maintained records of general customer service data as well as detailed outcomes using a multitude of software applications.
- Provided every customer with top-notch high level customer service and satisfied each client's individual needs, whether it be via written message or over a phone call.
Education
Some College (No Degree) - Business Administration, English
Lakeland College, LLC
Mattoon, ILSkills
- Organizational skills
- Microsoft Office
- Cost analysis
- Inventory control
- Purchasing
- Merchandising
- Loss prevention
- Relationship building
- Computer skills
- Critical thinking
- Customer service
- Leadership
- Team building
- Decision-making
- Conflict resolution
- Training & development
- Communication
Timeline
IT Support Specialist
Herff Jones
09.2024 - Current
Customer Service Supervisor
Herff Jones
08.2023 - 09.2024
Central Scheduler
Sarah Bush Lincoln Health Center
11.2021 - 08.2023
Store Leader
GameStop
03.2017 - 11.2021
Customer Advocate
Blue Cross Blue Shield of Illinois
02.2012 - 08.2019
Some College (No Degree) - Business Administration, English
Lakeland College, LLC