EDUCATION:
BBA MAJOR MARKETING UNIVERSITY OF OKLAHOMA, •••••, GPA •••••
MBA MAJOR MIS UNIVERSITY OF OKLAHOMA, •••••, GPA •••••
WORK HISTORY:
· FARMERS CUSTOMER SERVICE ASSOCIATE 7/••••• TO PRESENT – Take and assign claims, set up customers with vendor services (such as rental or emergency home cleaning & board up)
· FARMERS SENIOR CUSTOMER SERVICE ASSOCIATE 1/••••• TO PRESENT – Take and assign claims, set up customers with vendor services, certified to clear coverage questions without supervisor approval, cross training in National Document Center (pre-indexing and scanning documents), monitor & coach other CSA’s on phone calls (NICE system, interpersonal skills, coaching skills), assisted in Workforce Management (verifying employee schedule adherence, monitoring average speed of answer in call center, CCPULSE & CENTERVUE)
*CASUALTY & PROPERTY ADJUSTERS LICENSES IN ••••• STATES
· FARMERS ASSOCIATE USER ANALYST, CRN BUSINESS TESTING CENTER •••••/•••••PRESENT – Perform integration, system and regression tests, participate in team discussions, design and write test cases based on technical documents
· CHINA DOLL RESTAURANT GENERAL MANAGER 5/••••• TO 5/••••• – Waiting tables, answering phones, income tax accounting, bookkeeping, developing & implementing in-house gift shop including designing promotional flyers, handling customer complaints, purchasing, training wait staff
· JC PENNEYS GIFT REGISTRY •••••/••••• TO 7/••••• –Customer service, helping customers choose merchandise for upcoming weddings and baby showers
COMPUTER SKILLS:
MICROSOFT OFFICE SUITE (WORD, EXCEL, POWERPOINT), CRN/SEIBEL, CICS, IMAGING EQUIPMENT AND SCANNING EQUIPMENT IN NATIONAL DOCUMENT CENTER, MICROSOFT ACCESS, VISUAL BASIC •••••, ORACLE DESIGNER •••••, ORACLE SQL PLUS, LOTUS NOTES, WEB DESIGN, MONEYWORKS, WORD PERFECT •••••, VIA, XACTIMATE, CCC PATHWAYS, TEST DIRECTOR, C•••••, CISCO INTERNETWORKING TROUBLESHOOTING, FRONTPAGE •••••
OTHER SKILLS:
TYPING: ••••• WPM
OTHER LANGUAGES: FLUENT TAIWANESE, CONVERSATIONAL MANDARIN, READ & WRITE CHINESE
