- Edward Litman has over 20 years of experience providing excellent customer service in call center environments for utilities and insurance companies. - He is skilled in resolving complex customer issues, building relationships, and finding creative solutions to problems. - Litman's most recent role was as a Care Coordinator, where he handled a high volume of customer calls and consistently met performance goals while providing exceptional customer service.

1. Edward Litman
173 Eugenes Loop
Follansbee, W.V. 26037
Phone: (304) 374-4581
edward.litman@yahoo.com
CUSTOMER SERVICE REP / 20 YEARS' EXPERIENCE IN CALL CENTER SETTINGS
Polished, professionalcustomer service rep offering:
 Over 20 years of experience providing customer support in busy call center environments for
public utility and insurance industry employers.
 An unwavering commitment to customer service, with the ability to build productive relationships,
resolve complex issues and win customer loyalty.
 Strategic-relationship/partnership-building skills -- listen attentively, solve problems creatively,
and use tact and diplomacy to find common ground and achieve win-win outcomes.
EXPERIENCE
Care Coordinator II
5/2014-Present,Onecall Care Management/Align Networks, Cannonsburg, PA
Handle customer inquiries, complaints, billing questions and payment extension/service requests.Calm
angry callers, repair trust,locate resources for problem resolution and design best-option solutions. Entered
and updated referrals received from internal/external customers into Align Networks Operating System.
Answered an average of over 90 incoming calls daily regarding several insurance carriers’ procedures and
protocols for referrals and claims. Assisted in managing Intake help e-mail group and hunt group call
responses.Communicated with outside customers regarding missing/updated information. Delivered
exceptional customer service with every customer interaction. Assisted with training Intake new hires when
department trainer is unavailable. Usage of office equipment (copier, scanner).Attended department
meetings and participate in training sessions,and perform all other duties and assignments as directed by
management. Also handled resolving all queries positively and to the customers’ satisfaction
Key Accomplishments:
 Managed a high-volume workload. Resolved an average of 450 calls in any given week and
consistently met performance benchmarks in all areas (speed, accuracy, quality).
 Identify gaps in a customer's records & then collecting information to fill them in the gaps.
 Keeping accurate records of discussions orcorrespondence with customers.
 Processing new client accounts,maintaining customer accounts,implementing changes to existing
accounts,and filing documents and other paperwork.
Temp
2/2014-5/2014,Aerotek, Greentree, PA
Handled incoming calls from customers that were behind in their utility bill, responding to inquiries and
resolved problems.

2. Temp
ManPower, Pittsburgh,PA
For this assignment I was sent to a moving company where I was put onto the Critical Response Team for
the Military Relocation Department. As part of the Critical Response Team my responsibilities were to
help three other temp employees with information and solutions with the military relocations they were
assigned.Also handled all of the escalated phone calls from members, moving companies and Bases.
Other duties were to contact Military personnelto help and assist themwith their relocations by phone
and/oremail, contacting several different local moving companies that we had assigned to perform
different tasks (Packing, loading, hauling, etc.) throughout the relocation and make sure that all services
the military member received were of excellent standings,speaking with several different Military Bases
throughout the U.S. to gather information and supply them with information regarding a member’s
relocation.
Customer Service Agent/Mentor
Dial America, Greentree, PA
Handled incoming calls on the XLHealth program in Provider Services and some Outbound Education
Verification (OEV). For Provider Services I handled incoming calls from different providers to help them
with various questions they have regarding Care Improvement Plus members coverage, or claims that
they have submitted. This was done by accessing up to 4 different systems to gatherall the information
that the provider was calling about. For OEV I contacted those that have signed up to become Care
Improvement Plus members by telling them more about the plan they have chosen,answer any questions
they may have and to complete their enrollment.
Sales Supervisor
TRG Solutions, Coraopolis, PA
I started as a Customer Service Representative placing calls to sell products that corresponded with the
variety of different campaigns while maintaining excellent customer service. After 6 months as a CSR, I
was promoted to Sales Supervisor. As a Supervisor, my responsibilities included aiding others on my
team/campaign to improve their performance using the skills and knowledge that I have learned, as well
as maintain and increase production on a daily basis. I also handled a lot of different administrative duties
and reports.
Branch Sales Manager
Millennium Teleservices, Wellsburg, WV
I started as a Customer Service Representative placing calls on behalf of Bank of America to current and
existing card members to offer/sign-up for benefits that could help to meet their needs.Handled unhappy
and irate customers.After 5 months I was promoted to the Assistant Branch Sales Managerand then 4
months later to the Branch Sales Manager. The Branch Manager Duties included training and motivating
others to do their job to the best of their abilities, listen to sales made for quality, as well as perform other
managerial tasks.

3. EDUCATION
Doctor of Divinity
Universal Life Monastery, Seattle, WA
(Feb-2002 - Aug-2010)
 Ph.D. Divinity
 Minor: Christian Counseling
 GPA: 4.0 - Deans List 8 Semesters
High School Diploma
Plymouth-Whitemarsh High School, Plymouth
Meeting, PA
(Sep-1987 - Jun-1989)
GPA: 3.8
Certificate of Completion:
 General Studies
SKILLS
Skill Name Skill Level Last Used/Experience
Customer Service Expert Currently used/20 years
Call Center Service Operations Expert Currently used/20 years
Complaint Handling/Dispute Resolution Expert Currently used/20 years
Data Entry/Records Management Expert Currently used/20 years
Multiline Phone Use Expert Currently used/20years
MS Word, Excel and Access Intermediate Currently used/10 years
References
References available on request.