ANDREW BLUM Frisco, Texas 75035 972-974-5632 ab11bf69e@westpost.net http://www.linkedin.

com/in/ablum2586 SUPPORT AND SERVICE PROFESSIONAL Dynamic, results-oriented Support and Service Professional with an outstanding b ackground in diverse human resources functions including payroll and benefits. P roven leader with the ability to excel in a high volume call center environment. Background in multiple account management and exceptional client service. Recog nized for consistently exceeding client expectations and expertly driving and di recting the business efforts of coworkers and management. Develops and implement s lasting strategies to increase productivity and efficiency of organizations. P ossesses outstanding organizational skills, as well as the leadership and strong communication. CORE COMPETENCIES Client Relations/Support Human Resources Project Management Verbal/Written Communication Call Logs Employee Support Financial Functions Account Management Payroll/Benefits PROFESSIONAL HISTORY Exponent Technologies, Dallas, Texas (2006 to Present) Client Services Supervisor Drive and direct the business efforts of the department by developing innovative strategies to increase client contact effectiveness and first call issue resolu tion. Ensure that operations are executed with maximum efficiency by coordinatin g scheduling for 15 employees. Provide Tier 2 support by utilizing comprehensive base of knowledge related to benefits, payroll and website assistance. Develop and implement key strategies to improve quality and client satisfaction by ident ifying service weaknesses and training service representatives accordingly. Key Accomplishments: Achieve the lowest abandonment rate for calls by decreasing response time and mo nitoring all calls and email interactions related to client support. Increase overall productivity by collaborating with departments to implement cro ss-functional service strategies. Client Services Representative Addressed all employee questions regarding information stored in the ExponentHR client site by reviewing historical client and employee data. Provided front lin e phone and email communication for an average of 20 to 30 issues each day, as w ell as managed hundreds of case files for all reported client questions and issu es. Key Accomplishments: Achieved a first-time issue resolution success rate of 95% by providing client s ervice that meets and exceeds expectations and liaising between multiple departm ents to facilitate a collaborative problem solving environment.

Classic BMW, Richardson, Texas (2001 to 2006) Service Coordinator Provided outstanding client service by arranging timely service for client's aut omobiles, as well as using Reynolds and Reynolds software, internal technical ad vice, and BMW software applications to address client questions. Facilitated an even and efficient workload by coordinating the schedules of 13 service advisors daily. Key Accomplishments: Recognized for outstanding performance in a high volume work environment by coor dinating over one hundred reservation requests daily. Utilized outstanding verbal and written communications skills by addressing more than 75 questions and concerns daily through phone and email. EDUCATION Bachelor's Degree in Business Administration (2001) University of Kansas, Lawrence, Kansas