Vicky S Hovermill
Hagerstown,Maryland
Summary
Personal Statement I am a friendly, loyal and dedicated individual who has the ambition to succeed in any aspects of a business. I get along well with others, as well as working efficiently on my own. I am always willing to learn new things and am always up for a challenge no matter what the situation. I am seeking a position where I can develop and grow while giving everything I have to an employer.
Overview
25
25
years of professional experience
Work History
Customer Service Representative
Tristate Printing Inc.
Hagerstown, MD
02.2022 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- Promptly responded to inquiries and requests from prospective customers.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Answered constant flow of customer calls with minimal wait times.
- In charge if Petty Cash Drawer and Balancing Spreadsheet Monthly
Dispatch Coordinator
DOT Foods Inc
Williamsport, Maryland
10.2013 - 02.2022
- Work independently in office on nightshift, responsible with helping drivers with any issues that arise outside of normal business hours
- Move and assign driver loads when needed (due to driver call offs, etc)
- Build/ Route Transfer loads for 4 DC’s every Monday and Thursday evening
- Driver Payroll, Process Money Codes (for T-Checks)
- Assist Gate, Garage, Warehouse, DOT East and other DC’S when needed.
Customer Service Representative
Thompson Gas
Hagerstown, Maryland
10.2010 - 07.2013
- Inbound call center, trouble shoot/ resolve customer issues with their account, schedule deliveries, helped with dispatching deliveries to drivers
- Obtained good directions for customer’s homes and any important information needed to make deliveries safe, processing payments and credits
- Billing in Quick books
- Setting up new accounts, retention of existing accounts, take care of all walk-in customers, collections, special projects, open and close register and do daily bank deposit
- Administrative work
- Filing
- Performed all front counter duties
- Mentored new hires.
Provider Phone Representative
United Healthcare
Frederick, Maryland
04.2008 - 10.2010
- Inbound call center, taking calls from providers/Dr. Offices, verifying and clarifying benefits for members’ health insurance
- Help with resolution of claims that processed or paid incorrectly
- Mentor new hires
- Help with special projects.
- 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.
Quality Control Specialist
Direct Mail Processors
Hagerstown, Maryland
09.2007 - 04.2008
- Worked in the Donor Relations department
- Monitored employees work, deposit slips, etc
- To make sure money deposits were accurate and on correct donor deposit slips
- Made sure cash and checks all added up and were correct
- Worked closely with the individuals from the Donor Relations team to make sure they were getting the work completed on a daily basis.
Customer Service/Credit Manager
Citigroup Inc
Hagerstown, Maryland
12.1996 - 09.2007
- Inbound-outbound call center for major credit card company
- Helped customers with billing questions, credit line increases
- Reviewed accounts for possible fraud, reviewed credit bureaus for possible credit abuse, decreased credit limits and closed accounts for fraud or credit abuse
- Assisted with special projects.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
Education
High School Diploma -
North Hagerstown High School
Hagerstown, MD05.1990
Proficient in Microsoft Word, Excel, PowerPoint, Word Perf, Quick Books - Cosmetology
Career Studies Center
Hagerstown, MD06.1990
Skills
- Efficient and Detail-Oriented
- Customer Account Management
- Issue and Complaint Resolution
- Responding to Difficult Customers
- Customer Data Confidentiality
- Upbeat and Positive Personality
- Courteous with Strong Service Mindset
- Building Customer Trust and Loyalty
- Understanding Customer Needs
- Inbound and Outbound Calling
- Credit Card Payment Processing
- Critical Thinking
Timeline
Customer Service Representative
Tristate Printing Inc.
02.2022 - Current
Dispatch Coordinator
DOT Foods Inc
10.2013 - 02.2022
Customer Service Representative
Thompson Gas
10.2010 - 07.2013
Provider Phone Representative
United Healthcare
04.2008 - 10.2010
Quality Control Specialist
Direct Mail Processors
09.2007 - 04.2008
Customer Service/Credit Manager
Citigroup Inc
12.1996 - 09.2007
High School Diploma -
North Hagerstown High School
Proficient in Microsoft Word, Excel, PowerPoint, Word Perf, Quick Books - Cosmetology
Career Studies Center
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