Note: The formatting isn’t perfect since this was modified from a Word document into WordPress but the content remains the same.

Dan Tana

Irvine, CA 92602 * 949-555-1212 * dantana@gmail.com
http://www.linkedin.com/in/dantana

CLIENT RELATIONS & PR WRITER

SUMMARY

A sharp minded professional with experience in client services, marketing, account auditing, operations and business writing. Recent experience performing a wide variety of “back office” functions. Work history features numerous industries including telecom, insurance, medical, medical manufacturing, news monitoring, entertainment and education.

KEY SKILLS

Account Auditing and Analysis
Preventing Revenue Leaks
Patient Listener
Compliance and Risk Assessment
Communication Abilities
Solid Multitasking Skills
Integrity and Ethics
Business Writing Talents
Attention to Detail
Team Player

ACCOMPLISHMENTS

Client Services, Account Management & Research

• Customized insurance programs to suit customers in order to prevent catastrophic personal property loss by being underinsured
• Conducted Third Party Verification (TPV) quality assurance calls with clients to review telephone service orders
• Operated in 3-person equipment recovery team which consistently achieved ranking of 1st to 3rd out of 20 nationwide offices
• Advised prospects on asset protection while finding a policy that fit their financial requirements
• Recruited, trained and organized a sales team into a sales machine known for outstanding product knowledge, customer service and resourcefulness
• Explored and accurately applied approximately $48,000 in rejected lockbox payments to customer accounts
• Contacted clients to obtain information needed to successfully resolve telephony dispute cases
• Researched client’s news stories utilizing customized software and the Internet
  Investigated and remedied complex account inquiries received from multiple departments
• Corrected over $100,000 in client account errors by utilizing correction reports to process debit and credit adjustments
• Coordinated with Customer Relations and Legal departments to resolve escalated dispute cases
• Worked in and supported call centers ranging from 10 associates to 200 associates
  Detected and corrected unauthorized or incorrect credits to customer accounts

949-555-1212 — dantana@gmail.com — Page 2

Auditing, Analysis & Process Change

• Investigated and analyzed telephony disputes expeditiously in order to remain FCC compliant and saved the company an average of $85,000 per year
• Expert at finding account errors made on the front-end and correcting them on the back-end
• Analyzed fraud reports, assessed risk and submitted recommendations to management
• Discovered a major system reporting error and volunteered to work overtime for 90 days on a manual work-around to ensure 100% seamless service until the IT Department successfully repaired the issue
• Processed revenue assurance reports, corrected revenue leaks and maintained audit logs
• Ranked as top auditor in the department with a 3% to 6% yearly error rate on all auditing functions
• Assessed risk tolerance to recommend solutions optimally suited to client’s insurance needs
• Conducted business process assessments to identify revenue assurance opportunities

Writing & Editing

• Developed, implemented and maintained 10 department procedure manuals that increased auditor productivity and reduced the auditor error rate by 50%
• Wrote procedure manuals, training documents, research reports, resumes, cover letters, social media profiles, LinkedIn profiles, blogs, press releases, webinar announcements and marketing collateral
• Volunteered to enroll, evaluate and write an analysis report for 10 online writing classes for supervisor in order to improve the e-mail writing skills of the department
• Conducted resume-critique and career-coaching sessions with Irvine One-Stop Center job seekers
• Proposed and wrote a training document which reduced a revenue leak from 25% to 5%
• Penned travel essays, travel memoirs, photo essays, personal essays, screenplays, comedy material, health and fitness articles, product reviews and restaurant reviews

EMPLOYMENT HISTORY

The Write Resumes, Resume Reviewer, Irvine, CA 2015-Present
Circus Circus, Freelance Writer, Aliso Viejo, CA 2002-Present
The Sands, Credit Services Representative, Rancho Santa Margarita, CA 2007-2014
The Flamingo, Marketing Representative, San Jose, CA 2006-2007
The Golden Nugget, Licensed Insurance Agent, Woodland Hills, CA 2004-2006
The Dunes, Marketing Representative, Los Angeles, CA 2001-2003

TECHNOLOGY

• Word, Outlook, WordPress, Excel, PowerPoint, FileMaker Pro, Great Plains Dynamics, Oracle Discoverer, Siebel, LexisNexis Accurint, Report Manager, SharePoint

EDUCATION, CERTIFICATIONS & LICENSES

University of Nevada, Las Vegas, BA in Journalism, Minor in Public Relations
Flamingo University, 40 Certificate Courses in Business, Writing and Technology
American Council on Exercise (A.C.E.), Former Certified Personal Trainer
Royal Academy of Wine Tasters, Former Wine Taster