Patricia A. Sullivan Resume 2016

Patricia A. Sullivan Resume 2016

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  PATRICIA A. SULLIVAN 21Farmwood Drive, Nashua, NH 03062 Cell: 603.305.6110 - [email protected] PROFESSIONAL SUMMARY Exceptionally capable individual with more than 20 years of positive front-line customer and administrative support. Detail-oriented with extensive experience in billing, insurance products and guidelines, retail, customer service and telecommunications. Troubleshoots highly technical issues with ease and patience. A creative problem solver with the ability to deliver decisive, energetic, and focused solutions in fast paced atmosphere. Motivated to learn and explore new concepts and expand professional skills. Very resourceful and quick learner. SKILLS Microsoft Office Suite Active listening skills Administrative Support Time management Tactful, Discrete, Trustworthy Editing and proofreading Professional phone etiquette Quick learner Courteous demeanor Creative problem solver Attention to detail Customer Service Specialist Soft skills Social media knowledge Analytical and critical thinker UltiPro Excellent interpersonal skills Salesforce Travel Arrangements Avaya Works well independently and as part Sabre of a team INTERESTS Wildlife Photography Animal Care & Bird Watching Pastel Painting Cycling WORK HISTORY 01/2011 to 02/2016 Senior Billing Associate Constant Contact – Waltham, MA Delivered second level billing support to 300 customer service representatives and various departments' management. Defused and resolved billing escalations in a knowledgeable and professional manner. Articulated policies and procedures to customers and support representatives to insure consistency, thus improving the rate of one-call resolution and customer satisfaction. Created and published training aids for concise understanding and implementation of policies and procedures; increasing overall productivity by 30%. Trained new employees on billing programs and data entry software. Composed outgoing correspondence and created templates for use by billing staff, increasing productivity and avoiding the need to hire additional staff. Took ownership, kept organized documentation, and follow through to resolve customer escalations. Verified claims by communicating with various departments. Performed accounts receivable duties including invoicing, researching charge-backs, discrepancies and reconciliations. Reduced overhead by taking on more responsibility with creative and administrative projects. Contacted customers regarding unpaid accounts to resolve any issues and/or provide
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  alternative options. Technical SupportRepresentative Constant Contact – Waltham, MA Provided instruction to customers in the use of the email marketing web service; assisting 50-75 customers daily. Proof read HTML Code to analyze and remedy technical issues in the advanced editor. Conduct needs analysis to ensure customers are using the products and services that meet their needs. Coach and advise small businesses and organizations in best practices of online marketing strategies. Exceptional and persuasive communication skills, both verbal and written. Articulated compliance guidelines, both verbally and in written correspondence. acclimating to all levels of knowledge. Demonstrated ability to work well in a fast-paced, results-oriented team environment. Improved call center functionality and service capacity by keeping up to date with new product releases and updates to the website. Senior Service Representative Federal Express Corporation – Medford, MA Demonstrated first call resolution to customer needs, while building rapport with exemplary soft skills. Evaluate emergency situations to execute the appropriate means to resolution. Coached colleagues in handling customer escalations to assure resolution based on company policy while satisfying customer need. Recommend appropriate services. Travel Specialist Sun n Fun Travel – Topsfield, MA Researched air fares, land transportation, accommodations, media rooms, dietary and special needs. Organized packages including itineraries, domestic/international documentation requirements, airline tickets, boarding passes, transfers,and rental cars for corporate and leisure travel. Notified travelers as to delayed/canceled flights and worked with travelers to come to a mutually acceptable resolution. Processed ticket changes when applicable according to industry guidelines. Solicited customer feedback to increase customer satisfaction and loyalty. Staff Administrator Prudential Insurance – Malden, MA Maintained administrative support for 21 insurance agents. Collected and balanced cash receipts. Processed claims and issued benefit checks. Proofread all applications, underwrote and distributed policies. Managed appointment calendars with prospective customers. Managed responses to customer inquiries via written correspondence and/or telephone. EDUCATION Certificate: Creating Web Pages & Introduction to FLASH Middlesex Community College - Bedford, MA Certificate: Principles of Management Northshore Community College - Danvers, MA CERTIFICATIONS
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  VOLUNTEER Travel School ofAmerica, Boston, MA; Certificate Sabre, American Airlines Training Center Dallas TX; Certificate Equine Therapy Lead, Tewksbury, MA; Tewksbury Hospital Child Mentor, Wilmington, MA Elderly Assistance, Winchester, MA