Daniel Brian Archdekin    •    816.246.7353    •    E-mail: daniel@archdekin.com

 

1637 SE 5th Street, Lee’s Summit, MO  64063

 

  

 

     

 

 

 

SERVICE EXPERIENCE

 

CVS/Caremark, 800 Chipman Rd, Suite 5830, Lee’s Summit, MO  64063                       November 2011–Present

Employment Verification:  (800) 367-5690

 

           Customer Service Representative

           Supervisor:  Sheila Smith   (816) 347-3316

·         First-line contact with customers, providing them with the right information to help them make better decisions about their health and health care.

·         Handle a high volume of complex inbound calls, ensuring questions and issues are resolved both promptly and accurately and in a manner that customers are able to understand while thoroughly and efficiently gathering information, assessing and fulfilling the caller’s needs, and providing education along the way.

·         Effectively handle complaints while consistently demonstrating behaviors that contribute to the company’s achievement of service level goals.

·         Work collaboratively with internal and external business partners to provide solutions by taking responsibility for following through and bringing outstanding issues to closure on the initial contact with the participant.

 

 

 

Harte-Hanks, 7801 Nieman Rd, Shawnee, KS  66214                                       September 2011–November 2011

Employment Verification:  (877) 691-2147

 

           Customer Service Representative

           Supervisor:  Dalen Zielinski   (816) 520-6143

·         Received inbound calls from Active and Retired Federal Government and Postal Employees and Survivor Annuitants during Health Insurance Open Enrollment period

·         Retrieved information from numerous articles stored in database

·         Answered questioned and provided information about Blue Cross & Blue Shield Health Insurance coverage and benefits

·         Redirected callers as necessary

·         Recorded disposition of calls

 

 

 

NCO Group, 11214 Renner Rd, Lenexa, KS  66219                                          November 2010–September 2011

Employment Verification:  (800) 367-5690 Company Code 12561

 

           Customer Service Representative

           Supervisor:  Victor Weirather   (913) 495-8522

·         Communicate via inbound and outbound telephone calls with consumers

·         Provide prompt resolution to customer inquiries by providing appropriate and accurate information

·         Accurately document and update records in required systems

·         Follow up in a timely manner to ensure customer satisfaction

·         Understand all programs, systems, and procedures necessary to perform job effectively

·         Communicate feedback and progress to management

·         Maintain diplomacy and tact when dealing with upset or escalated customers

·         Escalate customer complaints and/or calls through the appropriate channel to management

·         Knowledge, understanding, and compliance with all applicable Federal, State, and Local laws and regulations as directed by management or during training

·         Provide feedback to management concerning possible problems or areas of improvement

·         Make recommendations to implement processes

·         Perform other duties as assigned by management

 

 

 

INVESTIGATORY AND SERVICE EXPERIENCE

 

Collaborative, LLC/Sprint, 6360 Sprint Parkway, Overland Park, KS  66251               October 2009–August 2010

Employment Verification:  (443) 276-1900 ext. 10

 

           Refund Filter Representative

           Supervisor:  Charlie Shah   (443) 276-1900 ext. 10

·         Reviewed refund requests from wireless customers seeking to receive a refund of credits and payments which have been applied to an account

·         Investigated transactions to ensure that customers are entitled to refund

·         Routed misdirected requests as appropriate

·         Employed as a contractor by Collaborative, LLC

 

 

 

SALES AND SERVICE EXPERIENCE

 

Maverick Design House, 555 South Ridge Road, Troy, MO 63379                                June 2009–October 2009

Employment Verification:  (888) 402-0966

 

           Sales Representative

           Principal:  Jeff Suchland   (636) 462-4820

·         Established and followed leads and closed sales of Graphic Design, Printing, Website Design, SEM, Direct Mail, Signage, Trade Show, and Promotional products.

·         Served as the interface between customers and the Maverick Design House creative and development staff to ensure customers needs were understood, accurate price estimates were provided, sales were closed, and projects were handled in accordance with customer’s needs and expectations.

·         Received and relayed post-sales communications from customers to ensure resolution of any additional requests or problems.

 

 

 

AT&T, 777 N Blue Parkway, Lee’s Summit, MO  64086                                                 February 1988–May 2009

Employment Verification:  (800) 367-5690 Company Code 10535

 

           Account Representative

           Supervisor:  Rick Cox   (816) 251-2977

·         Investigated customer billing, service, and product inquiries related to Voice Over IP, Local, Long Distance and Wireless telephone services, and Satellite Dish Television programming services.

·         Negotiated the sale of products and services for new and existing Voice Over IP, Local, Long Distance and Wireless telephone services, and Satellite Dish Television programming customers.

·         Identified and solved technical problems encountered by customers accessing the company web site.

·         Helped to balance associate coverage for call and e-mail volumes in Customer E-Mail and Call Center.

·         Provided assistance and support to Customer Contact Associates attempting to handle more complex issues beyond their capacity to solve.

·         Trained Customer Contact Associates, including the initial groups to provide customer service electronically within AT&T’s Electronic Customer Care Center.

·         Input and retrieved data via network provisioning and billing platform.

·         Prepared and updated customer records and issue service orders to correct billing information.

·         Performed various clerical functions such as filing and preparing of associated reports.

  

 

 

EDUCATION

 

           Missouri Western State College, St. Joseph, MO                                                                   1982–1987

           Bachelor of Science in Business Administration, Business Management

 

 

 

SKILLS

 

 

·         Broad experience in all phases of customer relations and implementation of operating systems and procedures.  Strong background in assisting customers, dealing with various aspects of billing and account maintenance, and training employees.

·         Work very effectively with customers and associates – can identify needs, tactfully answer questions, sell products and services, and solve problems.

 

 

                   Software:      MS Office, Photoshop, Quark XPress, Illustrator, InDesign

                   Personal:      Age 49, Married, U.S. Citizen

                   SS Number:  500-82-9437