Customer Service Rep ING

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Work Experience:
*Author: Sports & Media Perspectives: The powerful impact on society and the games we watch. Media Memories Publishing, Des Moines IA, ••••• 6th edition.

This book was used as the text for the class TV Sports and Media at Grand View College for five years. The book describes the impact of sports on society, the broadcasts of games, and how the games are played. Originally took the class and was chosen by instructor to write a more relevant and up to date book for future classes. I compiled all the research from scratch, analyzed all the data, and came up with my own concept for the book.


* Wells Fargo Card Services Communications Senior Agent, •••••

Answered phone and written customer inquiries via CRT,using multiple systems,including Microsoft Office,CSS,FDR,and Avaya.

Resolved customer disputes on charges from start to finish.

Investigated and filed fraud claims,including identity theft cases.

Made informed decisions on extension of credit to customers.

Trained other employees,including new hire training,and used as a specialist to help under-performing seasoned reps increase speed and efficiency.

Monitored and coached representative calls for quality assurance improvements and compliance issues.

Worked as main troubleshooter and resource for other reps, and also handled escalated management calls.

I negotiated with customers to help them make payment arrangements on debt.

Earned national service excellence awards.

Maintained the fastest handling time company-wide for many years.


*Sports Assistant, WHO-Radio •••••
Handled numerous production duties during Sound-Off call-in shows and Iowa Hawkeye football games on a strict deadline schedule. This included:

Compiling scores for as many as ••••• games on a weekend.

Monitoring other games for updates and instant recaps.

Producing highlight clips during games,using multitask editing techniques.

Conducting phone interviews and processing sideline reports.


*Disc Jockey, All-American Music Shows •••••

Disc jockey/emcee for weddings, school dances, reunions, and corporate functions. Entertained a wide variety of people over a three state area from different demographics and psychographics, including many repeat customers and referrals based on performance.


Education: Grand View University. Radio & T.V. Mass Communications major.

Non-major related classes: Real Estate, business management, money and banking, marketing, public relations, advertising.

While in school I wrote for the school newspaper Grand Views, did the classic oldies show Remember Then for the school radio station, co-hosted a sports talk radio show, and did play-by-play for basketball and baseball, including the NAIA World Series.

DMACC: Radio broadcasting course

High School: Des Moines Technical


References are available upon request.