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D E I R D R E A N N F I E L D S 401 South Gallaher View Road Apt 425 Knoxville, Tennessee 37919
PROFESSIONAL OBJECTIVESeeking a career where my background and professional skills can be utilized toward the success of a progressive company, as well as provide an avenue for my personal growth
QUALIFICATIONS
I have proven to have excellent organizational, communication and leadership skills. Over 20 years of customer service experience. I am very detail-oriented and self-motivated. I am able to work independently or as a cooperative team member.
ABILITIES AND EXPERIENCECVS CAREMARK 2005 - present Customer Care Supervisor – Knoxville Tennessee
Manage a team of 13-16 reps for commercial and Medicare D. Monitor calls for coaching opportunities and reinforcement.
Quality calibrations with peers and monthly 1:1 meetings for development of reps. monitoring the stats of my agents from quality, call efficiency, non interaction time, schedule adherence, attendance and task effectiveness using the CVS Caremark values. I am also responsible for hiring call center reps and partaking in community activities on and off site.
Work with training department as a Training Liaison in 2012 to facilitate on board new hires. Created the Peer to Peer coaching program in 2012. In November 2013, I became a Work at home customer care supervisor managing a team of
23 commercial and Med D agents.
CVS CAREMARK 2003 - 2005Senior Resolution Specialist – Knoxville Tennessee
Inbound calls from internal customer service representatives for assist and escalations Worked with internal departments to resolve escalated issues
CVS CAREMARK 2002 - 2003Customer Service Representative – Richardson Texas and Knoxville Tennessee
Taking inbound calls from members educating them on their prescription benefits Peer assisting new hires with assistance with questions
SBC – CREDIT AND COLLECTIONS 2001-2002District Force Clerk – Irving Texas
Main responsibilities are a driver to monitor the time of calls of the agents. Ensuring they are adhering to their schedule using the RT system
Assist in pulling agent detail reports to check for tardiness Process weekly schedules and vacation request for Southwestern Bell and Pac Bell
representatives.
SPRINT 1999 - 2001Sales and Service Processing Specialist –Irving Texas
In 1999 I promoted to the business department in Los Colinas as a Sales and Service Processing Specialist. I handled an account base of 10-20 wholesale customers with new account installs and daily maintience of such services as direct dial, inbound toll free, voice and data and private line service.
As part of the Account Team I worked closely with the National Account Manager and Technical Applications Consultant with the processing of those services.
I worked on the SOS project which is out in-house helpdesk. I was provided a laptop computer and a cell to work from home for any technical issues that may arise.
During the first quarter of 2000 I received the SVE award for outstanding work and dedication with Sprint’s Wholesale Group.
SPRINT 1996-1998Customer Service Representative –Dallas Texas
Answering inbound calls using the ACD, calls pertaining to residential service with billing issues. Provided resolution on best services for customers needs.
Researched and investigated accounts providing resolution and timely follow ups. Advising of new promotions and soft selling new products.
In 1998 became an Alpha Test Team Lead where I assisted IT programmers with regression testing. My role was to test out programs and reporting any errors to the programmer, took concise and analyzed documentation of issues.
I actively participated in weekly status calls offering detailed information on issues and provided necessary enhancements with other centers around the US. I also prepared and gave demos to executives/management of the progress of the project.
STERNS DEPARTMENT STORE 1989-1996Assistant Manager – Yonkers New York and Paramus New Jersey
Managed a sales force of five sales agents, accountable for scheduling, opening new CHARGE CUSTOMERS and customer transactions.
In charge of transfer and deliveries from store to warehouse thru computerized method. Worked directly with vendors, addressed issues and keeping rapport and moral tact.
While with the company I provided the company with a 7% increase in furniture sales storewide in 1995 while consistently keeping an exceptional track record in sales productivity.
SKILLS Medicare D – Medhok, Facets, Fazal and Filenet and CMS systems, AS400, People Safe, Empower and Work Brain access. Microsoft – word, excel, PowerPoint and outlook. Behavior Analytics.
EDUCATION Saunders High School (Yonkers NY) 1985-1989 General Studies Northlake College (Irving Texas) 2001 certified course in Computers and Networking
