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Candidate's Name
PHONE NUMBER AVAILABLE
EMAIL AVAILABLE
CUSTOMER SERVICE REPRESENTATIVE
Dynamic professional with more than three decades of of experience in
communications, public relations, team leadership, CUSTOMER SRVICE and
marketing /sales to achieve organizational and personal goals.
Leadership of a Summer Concert Series Product Team that generated more than
$1.5 million in ticket sales and audiences in excess of 100,000 annually.
Three years of Medicare/Marketplace customer service experience with
extensive knowledge of healthcare insurance field
Managed call centers for subscription sales, political advocacy and
tracking polls
EXPERIENCE
MAXIMUS FEDERAL, Riverview, FL April 2021- June
2024
Customer Service Tier 1 - Medicare (April - October 2021)
Customer Service Tier 1 - Dual (October 2021 - Present)
New Hire Training Driver - (May 2022)
New Hire and Dual Nesting Tenure - (June 2022 - Present)
Provides superior customer service to beneficiaries and consumers in
Medicare and Marketplace lines of business with empathy, knowledge,
proficient problem-solving and effective communications skill that are
easily understood by the customers that is readily recognized by both peers
and management personnel on the production floor.
As a Tenure, exhibits a professional, one-on-one interest in each new hire
to provide guidance, instruction and leadership to foster a positive
approach as a mentor and to improve each individual to instill confidence
and efficient skills to prepare them for their roles as CSRs.
As both a CSR and Tenure emphasizes the importance of Maximus policies and
conduct as well as adherence to the rules and policies that are so
important to our success.
INDIANAPOLIS SYMPHONY ORCHESTRA (ISO), Indianapolis, IN October 1989 -
July 2012
Associate Director - Communications (2009 - 2012)
Assistant Director - Communications (2003 - 2009)
Media Relations Manager (1992 - 2003)
Media Relations Coordinator (1989 - 1992)
Served with dedication and distinction as media spokesman and a "voice of
the ISO" in all facets of Media Relations operations for one of only 17
full time, 52-week orchestras in North America, serving audiences of
350,000 annually.
Formulated all strategic and tactical media plans that successfully
obtained institutional and performance coverage in print, broadcast and
electronic media globally as well as local and regional in-depth coverage
averaging nearly 2,500 mentions and placements each year.
Authored all news releases, created all electronic and print media
information kit materials, compiled historical data (statistical and text),
and executed all interviews and news conferences.
Developed positive relationships with media, assertively contacting
reporters and editors to place stories in the public eye and to promote
events / programs of the ISO.
Successfully sought and obtained coverage including significant features on
NBC's Today Show and Evening News, a special Sunday night edition of ABC's
Monday Night Football, ESPN's NFL Countdown, CBS Sunday Morning, NPR's
Performance Today, and the BBC radio network.
(MORE)
Executed two live streaming web casts of major news conferences that were
distributed over the Internet, allowing greater coverage to simultaneous
listeners and viewers, saving time/costs with the added benefit of
delivering information that could be reviewed at any time.
Managed the Marsh Symphony on the Prairie Product Team for six years, and
served as a member of the ISO's Six Sigma Task Force in 2009; participated
in three long-range institutional strategic plans, and four times as staff
Annual Fund Co-chairman.
Selected by peers as Charlie Baker Outstanding Staff Award winner for
lifetime achievement (2008), chosen five times for ISO "Above and Beyond"
Award for successful initiatives outside scope of normal duties, and three
times for Staff Excellence honors. Received International Assoc. of
Business Communicators' Award of Excellence (District 7 - 1992) for a
"Media Relations Program or Campaign."
STRAZ PERFORMING ARTS CENTER, Tampa, FL May 1987 -
October 1989
Media Relations Coordinator
Served as media spokesman and implemented / formulated all facets of
broadcast and print media relations operations, locally, nationally and
internationally for largest multi-theater complex south of the Kennedy
Center in Washington, D.C. that presented 300 performances annually.
Authored all news releases, created all electronic and print media
information kit materials, compiled historical data (statistical and text),
continually contacted reporters and editors to place stories and executed
all interviews and news conferences.
Achieved coverage on NBC Today Show, The Nashville Network, Entertainment
Tonight, NPR's Performance Today, New York Times, USA Today, Time magazine,
Southern Living magazine, Atlanta Constitution, Newsday, Los Angeles Times,
Dallas Morning News, Calgary Sun, and US Air magazine, in addition to
significant and consistent statewide and local coverage for the institution
and performances.
Supervised Telemarketing Manager and Telemarketing Department comprising
eight callers and formulated caller lead strategies that increased concert
subscriptions.
Formulated, implemented and analyzed in-house audience surveys that
provided feedback used to enhance marketing strategies.
ADDITIONAL WORK EXPERIENCE
CHESTER CLEM FOR GOVERNOR, Vero Beach, FL
MIKE KAVOUKLIS FOR CONGRESS, Tampa, FL
ROGER HEFFERNAN FOR CONGRESS, Oakland, CA
MIKE CARROLL FOR CONGRESS, Indianapolis, IN
Media Director
Served as Media Spokesman and formulated / implemented all facets of public
and media relations functions for a variety of political campaigns.
EDUCATION
Indiana University - Bloomington, IN; B.A. in Journalism and Political
Science
Worked full-time in addition to studies to pay for education with no
student loans
VOLUNTEER ACTIVITIES
Active in numerous parish and youth ministries at St. Roch Catholic Parish
Member of Parish Council, Youth Athletic Board and Former Head Football
Coach
Received prestigious "Monsignor Busald Award" from Indianapolis Catholic
Youth Organization (2001)
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