Hugh L. Paige, Jr.

2059 Powell's Landing Circle * Woodbridge, Virginia 22191 *

703-795-9741(cell) hpa62d1a@westpost.net
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OBJECTIVE
Seeking a challenging position in the Customer Service industry where in-depth
prior experience, personal ability, and commitment to professionalism would be o
f value.
SUMMARY OF QUALIFICATIONS
* Customer-driven focus: Built strong business partnerships, maximized account r
etention, and improved customer loyalty.
* Team-oriented:Recruited, motivated and managed productive sales and sales supp
ort teams.
* Excellent written and verbal communications
* Able to interface with all levels of management, staff and public.
* Working knowledge of Microsoft Word, Access, Excel, People Soft, the Int
ernet and Electronic Mail

PROFESSIONAL EXPERIENCE
Walker and Company (Government Contractor)
Supervisor HUD Support Service Center September 2008 - Present
* Provide assistance to call center staff with answering caller inquiries.
* Serve as intermediary in resolution process of dissatisfied clients.
* Handling Escalated Calls from HUD Support Service Representatives.
* Review, analyze and prepare call center referrals and supporting documentation
for accuracy and completeness before forwarding to HUD staff electronically.
* Maintain files containing call center referrals and supporting documentation t
hat has been forwarded to HUD staff.
* Respond to email and/or telephone inquiries from HUD staff for additional or u
pdated home owner refund information.
* Coordinate with HUD staff by phone or email to resolve issues related to home
owner refunds.
Med-Eval Inc.
Sr. IME Coordinator 3 March 2005-August 2008
* Coordinate and schedule Independent Medical Evaluations for Injured Workers Co
mpensation Claims from referrals from Claims Adjusters.
* Arrange and provide transportation to the IME Appointments.
* Provide a detailed questionnaire that the provider is to be address for the ex
amination.
* Upon receipt of the report from the examiner, process and proof read the repor
t, as it is exactly what the Claims Specialist wished to be addressed.
* Forward the report and any additional addendums or forms to the claims examine
r.
* Track and run a daily report as the number of referrals received have been ent
ered and scheduled within a 24-hour turn around period.
* Upon scheduling of the claimant, notify all concerned of the examination date
and time.
* Prepare and Create invoices and payment to be made to the IME Facility or the
IME Doctor.
* Train and observe new Assistants and Coordinators.
All Seasons Courier Service
Operations/Office Manager
August 2002-March 2006
* Plan and establishes delivery schedules.
* Monitor materials, tracks progress of deliveries and drivers, and review facto
rs, which may affect schedules.
* Manage the office, scheduling, answering the telephone, dispatching calls, Pro
cessing billing, accounts payables and payroll.
* Manage and organize the company's vehicles, prepare company's budget for fleet
vehicles, schedule routine maintenance and repairs of company's vehicles.
* Process and confirm background checks and insurance verifications.

A C N Energy-Tysons Corner, VA
Customer Care Team Lead July 2001- July 2002
* Train and observe new Customer Care Representatives.
* Process and confirm new business orders and connections.
* Maintain and Service gas and electric accounts.
* Collect and post payments over the phone by utilizing the Citrix Credit Card P
rogram.
* Audit and refund credit overpayments on gas and electric accounts.
* Monitor and utilize the Televantage Call Monitoring System to ensure calls are
answered in a timely manner.
* Draft weekly reports based on total calls registered, answered and abandoned.
Armed Forces Benefit Association - ALEXANDRIA, VA
Assistant Customer Service Supervisor June 1996 - May 2001
* Conduct on the job training for new Customer Service Representatives
* Conduct weekly meetings with representatives to discuss new products and proc
edures.
* Draft annual performance reviews for representatives.
* Counsel Representatives on performance and personnel issues as needed.
* By using the Call Center Management System-Monitored call volumes and assist
with
Meeting overall Association goals of maintaining an abandon rate of less than
1% and an
Average speed of answer of three seconds.
Insurance/Financial Service Representative Dec. 1992 - June 1996
* Market and sell a full range of life insurance products, banking products and
services, and annuities.
* Provide consultative sales assistance to prospective and existing clients seek
ing to acquire or supplement existing benefit plans.
* Data Entry and Underwrite prospective members that are applying for new covera
ge.
* Acquired knowledge of health insurance field from servicing our TRICARE SUPPLE
MENT policy and our Long Term Care program.
* Market and sell our Tax-deferred annuity program through PFL Life Insurance
* Maintain and service all Annuity accounts on a daily basis.
* Process new business and maintain existing accounts through journal deposit en
tries.
* Audit and verify accounts with our journals and PFL.
EDUCATION
University of South Carolina, Conway SC
Business Major
Security Clearance:
Public Trust Position (Active at HUD)