William R. Keefer has over 25 years of experience in customer service, sales, and operations roles. He currently owns a delivery service company and has previously worked in call centers, manufacturing, and healthcare administration. Keefer has a track record of resolving high volumes of customer issues, increasing sales and efficiency, and developing systems to improve business processes.

1. William R
Keefer
30 Black Walnut Drive
Etters, PA 17319
Home: (717)303-6871
wrkeefer@gmail.com
Experience
KDS Delivery systems-Owner
11/2014-Current, Etters PA
Delivery package and medical supplies for a vast clientele base. Developed computer generated
invoicing and billing procedures. Same day delivery with 24hr service
Marketing Manager/Customer Service
7/2014-11/2014 Days Inn, New Cumberland, PA
Handled customer inquiries, complaints, billing questions and payment extension/service requests.
Calmed angry callers, repaired trust, located resources for problem resolution and design best-option
solutions. Interface daily with internal partners in accounting, field services, new business, operations
and consumer affairs divisions.
Key Accomplishments:
 Managed a high-volume workload within a deadline-driven environment.
 Became the lead “go-to” person for new reps and particularly challenging calls
 Helped company attain the highest customer service ratings (as determined by external
auditors.
Assembly Worker
9/2013-4/2014 Harley Davidson (Manpower) York, PA
Assembled and installed prefabricated motorcycle parts and components to form subassemblies
and finished motor vehicles.
Position and install parts, subassemblies and accessories such as engines, transmissions,
instrument panels using hand and power tools and other aids like overhead hoists
Key Accomplishments:
• Contributed to an 80% production quote increase in 2014 by improving lead-generation and
processing techniques.
• Met or exceeded production completion of 400+ motorcycles daily per 10 hr shift
Inside Sales Account Rep/Customer Service Rep
8/2012-9/2013 Wesco Distribution (Manpower) Lemoyne, PA
Obtained orders by answering telephone calls, verifying and entering items, transferring
orders to fulfillment, explaining stock-outs and expected delivery dates. Reported industry
trends, Collaborated with Outside Sales
Increased orders, Opened new customer accounts,Kept abreast of new products,Identified
ways for continuous improvement of processes. Prepared, generated and follow up on verbal
or written quotations
Key Accomplishments:
• Resolved an average of 550 inquiries in any given week and consistently met performance
benchmarks in all areas (speed, accuracy, volume)
• Gainfully reestablished several accounts lost to poor customer service generating a 15%
increase in sales
• Implemented and Processed 13 million dollar account from inception to completion with less
than 3% error rate in delivery and customer satisfaction.

2. Independent Contractor - HVAC Asst., Electrician Asst., General Labor
5/2005-8/2012 Etters, PA
Electrical Asst. - Performs the skilled entry-level work required to install, modify, inspect,
troubleshoot, repair,and maintain electrical componants.
General Labor- operate and tend machines or used brushes and spray equipment to apply paint,
enamel, lacquer or other non-metallic protective and decorative coatings.
HVAC Tech Asst. - Performs the skilled journey-level work required to install, modify, inspect,
troubleshoot, repair, and maintain heating, ventilation, air-conditioning, refrigeration equipment
Key Accomplishments:
• Obtained certification as an HVAC Technician
• Achieved 98% customer satisfactory rating for HVAC and Electrical service and installation
• Processed customer complaints and billing errors within 24hrs with Contractors.
Medical Assistant Program Specialist
3/2002-5/2005, DPW/Pharmaceutical Div., Harrisburg PA
Developed and implemented legislation that impacted Medicaid and Medicare recipient
pharmaceutical benefits. In addition, implemented and update the drug file and drug formulary
file on a monthly basis. Provided expert testimony to other states in processing of
Medicaid/Medicare claims processing, billing and dispute resolution.
• Delivered formal presentations to government boards and decision makers in the
pharmaceutical arena.
• Negotiated resolutions with Generic Drug companies to achieve a 45% savings (valued
at $1,860,000.00) in past due payments and interest
• Planned, recruited and facilitated staffing and management for the Commonwealth Drug
Utilization Review (DUR) Board
Medicaid Case Worker
2/1999-3/2002 Department of Welfare, Harrisburg PA
Initiated and completed processing of Medicaid and Medicare claims for recipients for the
Commonwealth of PA. Verified and investigated the recipients background for accuracy and
ligitimacy of the claim. Intiated investigations into fraud and abuse of the system and filed
documentation with the Appeals department and testified on behalf of the Commonweath.
Key Accomplishments:
• Processed claims with a 90% efficiency rate of 250 recipient case load
• Instrumental in developing a new format for processing claims by assembling team
members to process claims as a unit.
• Reduce number of fraud investigations by 60% on my case load
Vice President, Contract Administration, Marketing and Sales, Customer Service
6/1995-2/1999 Managed Care Rx/Mednet-Mediclaim PBM. Camp Hill PA
Developed innovative delivery methods to accommodate a variety of clientele. Negotiated
contract agreements from inception to completion. Monitored and prepared RFP/IFB for State,

3. County and Private pharmacy benefit management programs and delivery of medications to a
diversity of nursing homes, correctional institutes and universities. Developed marketing
material for distribution through mail, email and internet methods.
Key Accomplishments:
• Negotiated exclusive contract with Commonwealth of Pennsylvania to provide medication to all
State Correctional Institutions
• Established a 95% Customer Satisfaction rating with on time delivery and 100 % rating with
zero error for prescription fill.
• Processed all complaints, delivery problems and contract issues to meet or exceed customer
needs, via phone, email or in person.
• Developed and implemented web browser that was user friendly and customer oriented
Education
Steelton Highspire High School 1969-1975 Business Graduate
Acad Medical Arts/Business 1995-1996 Legal Asst Graduate
Thomson Institute 2006-2007 HVAC Tech Graduate
Cedar Valley Comm College 2009-2010 Auto Tech Graduate
Skills
Skill Name Skill Level Last Used/Experience
Customer Service Expert 2014/25 years
Call Center
Service Operations
Expert 1995/5 years
Complaint Handling /
Dispute Resolution
Expert 2014/25 years
Sales Lead Generation Expert 2014/25 years
Data Entry / Records Management Expert 2014/25 years
Multiline Phone Use Expert 2014/10 years
MS Word, Excel and Access Expert Currently used/25 years