1. EDWARD C. LETTAU
ELettau66@gmail.com (718) 928 -8141
PROFESSIONAL SUMMARY
Experienced customer service professional with more than 20 years of proven accomplishments. Recognized for
providing outstanding service and a customer friendly experience. Versatile communication style enables successful
client support and issue resolution. Committed to always delivering a positive customer experience.
SKILLS
 Strong listener with clear communication skills
 Attentive and empathetic to customer needs
 Responsive,patient and positive in every customer interaction
 Able to master product and service offerings quickly to support customers
 Experienced in conflict resolution
WORK EXPERIENCE
1199 SEIU National Benefit Fund, New York, NY March ‘04 – December ‘16
Member Services Department – Telephone Representative II
 Handle a high volume of 40-60 calls on a daily basis with a pleasant and excellent attitude
 Educate 1199SEIU members on their benefits and changes to their health plan
 Guide and instruct members on the enrollment process for medical benefits
 Research and inform members of status on their medical, hospital, dental, and disability claims via
QNXT claims system
 Assign the necessary documents to the appropriate departments to resolve or maintain health
coverage for members
 Distribute and mail printed materials as per members’ request
Federal Express Corporation, New York, NY June ‘93 – August ‘03
SeniorCustomer Service Representative
 Promoted, sold and offered different aspects ofservices to customers with a warm and friendly
demeanor that resulted in 15 Bravo Zulu awards for excellent service accomplishments
 Assisted in customer inquiries (i.e. provided updates on status ofpackage deliveries, resolved
various delivery issues for customers)
 Trained new employees as well as implemented job-training aids to enhance learning
 Performed additional duties and projects as assigned by management (i.e. consulted
on scheduling and facility decisions by the staff)
 Organized proper display of presentations,supplies,and promotions within the office
Handy & Harman, New York, NY February ‘87 – January ‘92
AccountsReceivable/Credit & Collections/Pricing
 Obtained daily prices and values to compute gross earnings for refining sales
 Determined amount of precious metals (gold, silver, palladium, platinum) in customer shipments by
using conversions and equations
 Processed past due invoices, accounts receivable, credit, pricing/billing, internal and external auditing

2. Advertising Checking Bureau, New York, NY September ‘84 –November ’86
Rating Department Supervisor
 Monitored volume of retail advertising, provided rates and handled retailer claims
 Audited ads for Newspaper, Radio and Television
 Assisted in special projects and trained new employees
 Audited customer claims, generated and distributed required reports
EDUCATION
Franklin K. Lane High School, 1984
New York State RegentsDiploma