Tracy A. Souders
755 Benton Street
Allentown, PA 18103
 [Send email to request phone number] 97-4130
[Send email using form at bottom]

EDUCATION
			1992-1993	Medical Assistant Diploma
			Allentown Business School: Graduate Presidents List. GPA 98.5

	
	WORK EXPERIENCE:

	03/2004-11/2007	Telephone Service Representative-Inbound
				Telerx Marketing, Inc

Represent Telerx client company goals by responding to inbound Consumer contacts
including but not limited to phone calls, letters and e-mails.
Develop and demonstrate a thorough knowledge of client company product lines,
policies and procedures, as well as principles of successful consumer services
by:
attending training sessions
participating in self study				
participating in Certification process
participating in roll playing
					participating in the call monitoring process
Based upon a thorough knowledge of the client company product lines,provide
consumer service by providing one or more of the following tasks by telephone,
e-mail, or in writing:
Detail product information
Resolve consumer issues
Answer consumer problems
Document regulated contacts
Collect survey information
Utilize a personal computer to accurately capture all information and consumer
data in a timely matter. This includes adverse events, product quality
complaints, inquiries, etc.
Other administrative duties as assigned
Assist Program Manager with many tasks as needed
Open, reads, and date stamps white mail
Faxes the letters into CLINK system	

	05/2003-6/2003		Customer Service Representative
					Major Insurance Company

Answering phones for verification of benefits and Claims.
Responsible for addressing consumer questions and concerns.
Systems: Excel and Word



	3/2003-5/2003		C N A Trainee
					Cedar brook Nursing Home
Feeding
Bathing
Vitals
Overall Patient care

		12/1996-5/2003		Customer Service Representative
						Hartford/AARP
Answering phones
Assisting Customers with payment and claim issues.
Providing Customers and Physicians with claim information.
Filing
Mail
Processing enrollment applications.
Systems: Seibel, Windows and Word




		3/1996-9/1996 		Technical Partner
						Lehigh Valley Hospital
Bathing
Feeding
Vitals
Venipuncture
EKG's
Assisting nurses with procedures
Overall patient care
Charting
Computer charting


		1993				Clerk
						City of Allentown, Health Bureau
Weighing and measuring children for the Children's Clinic.
Assisting the Doctors and the PA's in the Children's Clinic.
Helping to set up the Allentown Children Lead Screening Program.
Doing finger sticks on the children for the lead program.
Intake interviews for the AIDS and STD Clinics.
Assisting the doctors and the PA's in the STD Clinics.
Doing Venipuncture for the AIDS and STD Clinics.
Filing
Charting
Worked and did projects in most department within the Health Bureau including:
DUI education and check points, Bicycle safety and licenses and low cost and no
cost child car seats.
Created colorful, and eye catching brochures and flyer's for most of the
departments.	
		SKILLS

			Qualifications

Excellent Customer Service.
Familiar with Inbound and Outbound calls.
Knowledge of Microsoft applications.
Ability to resolve consumer issues.
Data Entry in a quality manner.
Creates a great rep or with the consumers.

	Objective
	I am a friendly, compassionate, people oriented person, interested in 	a
position in Customer Service or Data Entry from Home.