CAROL A.

CASSCLES-MALLOCH
7 Sheldon Drive * Ballston Lake, NY 12019
cm82dbe4@westpost.net * (518) 428-4846
Over ten years of experience in call center environments providing customer serv
ice and support for inbound and outbound customer requests and problems. Essent
ial Skills include:
* Analytical and Problem solving skills.
* Good written and oral communication skills.
* Ten years of supervisory roles in retail management, demonstrating ability to
motivate and lead staff.
* Performed personnel management duties, scheduling, recruitment, and payroll pr
ocessing.
* Ability to handle multiple tasks and heavy workload within a fast-paced enviro
nment.
* Strong PC Skills, detailed oriented, and process and organizational skills.
INFORMED RX/SXC - Latham, NY
2006 - July 2009
Customer Care Professional
* Handling inbound pharmacy calls, overrides, and process prescriptions.
* Information retrieval from customer databases.
* Mentored new employees on call flow and processes associated with them.
* Held mail order training class for new employees, on procedures and order plac
ement requirements.
* Handled calls from Medicare and Medicaid clients.
* Processed fax request for customers prior authorizations and mail order script
s.
CSC - East Greenbush NY
2005- 2006
Medicare Part D Helpdesk/Customer Service Representative
* Handled inbound/outbound calls for Medicare Part D prescription program.
* Processed Enrollment applications, by taking scripted inquiries over the phone
on recorded lines.
* Proactively sought to understand customer requests and problems, utilizing cus
tomer relationship and problem solving skills.
ABACUS COMMUNICATIONS - Manchester, NH
2002 - 2003
Customer Service Representative
* Handled inbound calls for companies with one hundred or more clients.
* Processed retail sales orders for customers.
* Entered applications for magazine order requests.
* Trained employees on procedures associated with special client accounts.
SUN LIFE OF CANADA - Boston, MA
1999 - 2000
Customer Services Representative
* Handled inbound calls for annuity insurance company.
* Worked on resolving customer annuity issues.
* Researched difficult problems to resolution.
* Processed stock trades for customer.
* Answered general questions regarding annuities, plan changes, conversions ques
tions, and direct sales questions for company sales team.
* Awarded two Delbar Awards, Customer Product Knowledge and Customer Accommodati
on.
EDUCATION
State University of New York, College of Technology, Utica, NY
Bachelors of Professional Studies, Business/Public Management
Hudson Valley Community College, Troy, NY
Associates of Applied Science, Marketing