Thomas Cramsie

13331 Lakeland Rd #119 * Whittier CA 90605

Home: 562.906.4948 Cellular: 626.242.8723
E-mail: tc915b2e@westpost.net
Summary
Customer Service professional experienced in both Call Center and interoffice se
ttings
Team centered approach toward training, development and problem solving.
Experienced in motivating team members toward organizational and personal goals.
Professional Experience
LegalZoom.com, Inc., Los Angeles CA Customer Care (March 2009 - July 2010)
Answered customer queries on order status and gave instruction on placing revis
ions to orders.
Corresponded with customers via e-mail on order status, order revisions and ot
her issues on existing orders
Addressed escalated order issues presented from customer surveys
Reviewed product and process information database for accuracy and relevance, i
dentifying areas for improvement
Living Spaces Furniture, La Mirada CA Customer Service Supervisor (March 2006 -
October 2008)
Supervised team of 12 to 24 Representatives and handled escalated issues
Created and updated new hire training manual
Scheduled Representatives weekly for work, full and part time, 12 - 15 hours/da
y, 7 days a week
Coached individuals on meeting performance standards.
Reported phone statistics with analysis to management
ValueOptions, Inc., Long Beach CA (July 1996 - February 2006)
Customer Service Liaison (July 2005 - February 2006)
Audited documentation using Department of Managed Care and company standards
Lead meetings between Management in Texas and California Service Centers
Provided training and support to Management and line staff in Texas Service Cen
ter
Customer Service Supervisor (October 2002 - June 2005)
Supervised team of 12 to 19 Representatives and handled escalated issues
Conducted regular team meetings
Coached individuals on meeting performance standards and on personnel issues
Interviewed potential Representative candidates and assisted with hiring of new
Representatives
Met account specific performance guidelines
Customer Service Trainer (March 2000 - October 2002)
Trained all new Customer Service Representatives in a classroom format
Coordinated ongoing training with Supervisors and new Representatives
Audited phone calls and documentation on a regular basis
Wrote and edited department policy and procedures
Lead Customer Service Representative (November 1997 - March 2000)
Helped Customer Service Representatives with system, benefit and procedural iss
ues.
Guided Representatives toward solutions with customer issues
Functioned as Supervisor in the Supervisors absence
Answered customer queries on benefits, authorizations, referrals and provider n
etwork status
Customer Service Representative (July 1996 - November 1997)
Answered member and provider inquiries regarding benefits, authorizations and c
laims payment
Documented all incoming calls, investigation of issues addressed and resolution
of problems
Followed up with members and providers regarding on-going and resolved issues
Education
California State University, Fullerton, Bachelor of Arts Degree in Business Admi
nistration (December 1992)