1. John
Miles
Summary
Ten+ years call center experience. Highly skilled customer service
representative with over 31 years experience resolving customer issues
and maintaining high retention rates. Reliable, flexible and motivated
employee who excels at customer service while exceeding company
need and requirement. Strong typing skills, attention to detail. Strong
organizational skills, enthusiastic, goal oriented, and willing to exceed
company quotas with exceptional communication and interpersonal
skills. Demonstrated Excellence in Customer Service, Customer
Relations, Customer Retention.
Experience Ten+ years call center experience.
Three+ years Insurance Experience.
Two+ years Professional Collections experience.
Four+ years Financial/Banking experience.
Three years Professional Computer Technical Support Experience.
Five+ years Internet Support Experience.
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Oct 2012 – May 2014 BCBSIL/BCBSOK/BCBSTX Albuquerque, NM
Customer Advocate I&II
 Customer Service, Customer Relations, Customer Retention
 Produced quality work while under extreme time pressure and
deadlines. Managed high volume of calls while communicating effectively
resolving member need and accurately inputting data into the system.
 Assist Members and Providers with correct account information and
claim information and manually reprocessing claims on the calls when
correct to do so..
 Achieved customer satisfaction through effective communications
assuring highest standard of Customer Service on every call with attention
to detail and accurately inputting data into system on calls..
 Exceeded quality receiving many Provider Compliments and Member
Compliments to my supervisors for providing exceptional customer
service on every call.
Sept 2007 – Nov 2009 United Concordia Insurance Companies
Albuquerque, NM
Dental Insurance Customer Service
 Customer Service, Customer Relations, Customer Retention
4235 Louisiana Blvd NE
Albuquerque, NM 87109
DJWVM1962@GMAIL.COM
beknown.com/johnmiles
https://www.linkedin.com/pub/john-
miles/38/919/a5b

2.  Exceeded quality receiving 27 customer compliments to supervisors for
providing exceptional customer service on every call.
 Received exceptional customer service award two times for providing
outstanding customer service support.
 Increased client satisfaction from 50% to 80% with provider relations.
Managed effectively provider complaints by resolving specific issues to
client satisfaction while exceeding company need and expectations with
attention to detail..
 Produced quality work while under extreme time pressure and
deadlines. Managed high volume of calls while communicating effectively
resolving member need and accurately inputting data into the system.
 Assist Members and Providers with correct account information and
claim information and manually reprocessing claims on the calls when
correct to do so.
Apr 2007 – Jul 2007 CONVERGYS Albuquerque, NM
Receivables Management
 Customer Service, Customer Relations, Customer Retention
 Improved collections by providing exceptional customer service with
many customer compliments each month to my supervisors/manager.
 Increased customer retention by making exceptional customer service
my standard on each call meeting customer need while exceeding
company requirement.
 Achieved loss prevention and increased collections through relationship
building with clients/customers on every call.
Nov 2005 – Mar 2007 Money Lender/Checkmate Albuquerque, NM
Credit Specialist-Collections Professional – Payday Loans
 Customer Service, Customer Relations, Customer Retention
 Improved collections/Decreased loss through unmatched customer
service resulting in higher customer retention and customer satisfaction.
 Exceeded company expectations through relationship building resulting
in customer compliments to my supervisors three to four times a week.
 Received exceptional service award for high collections and customer
satisfaction in my first year.
Mar 2005 – Sep 2005 CitiBank/CitiCard Division Albuquerque, NM
CitiCards Support Professional
 Customer Service, Customer Relations, Customer Retention
 Increased sales through customer service managing high call volume
while communicating effectively and educating customers while
accurately entering data into the system.
 Improved customer satisfaction by relationship building resulting in
increased revenue by matching bank product to customer need.
 Achieved customer retention through unmatched customer service.
Jul 2003 – Nov 2004 Bank of America Rio Rancho, NM
Prime Support – Consumer Banker Rep II

3.  Customer Relations, Customer Service, Customer Retention
 Promoted to Consumer Banker after nine (9) months.
 Achieved customer satisfaction through effective communications
assuring the correct fit of banking product to customer need.
 Improved sales of banking products by unmatched customer service
resolving issues concerning accounts resulting in retention and sales.
Oct 2000 – Mar 2003 Gateway, INC. Rio Rancho, NM
Professional Technical Support
 Provided exceptional professional technical support to customers/clients
calling with hardware/software issues concerning computers/networks.
 Decreased loss by extensive testing on each call for software issue
causing hardware failure before ordering replacement of hardware while
providing exceptional customer service.
 Increased sales/Customer satisfaction through unmatched customer
service. Resolved customer issue by effective communication/education
and technical support.
 Managed high volume of calls while communicating effectively resolving
customer need and accurately inputting data into the system.
Apr 2000 – Oct 2000 ClientLogic Rio Rancho, NM
Professional Technical Support
Apr 1999 – Apr 2000 America Online Albuquerque,
NM
Customer Consultant
Education San Luis Valley Area Voc Alamosa, CO
 Graduated School of Practical Nursing San Luis Valley Area Vocational
School of Practical Nursing, now under Trinidad State College.
New Mexico State University Grants, NM
 Attended part time Before high school graduation.
Award / Reward Received many provider and member compliments each month since
starting on the call floor at HCSC/BCBSIL/TX/OK.
Received customer compliments each month since starting on the call
floor at United Concordia Companies, INC.
Received Customer Service Award from United Concordia Insurance in
2008 and 2009.
Received Consultant of the month for my first month on the AOL call

4. Floor.
Received award from Gateway Computers Inc. for being in top 10% of
Gateway Inc., for my first 3 months on the call floor right out of training.
Promoted to consumer banker 9 months after my hire date at Bank of
America.
Received many customer compliments each week as Debt Collector at
payday loan – Checkmate/Money Lender.