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Click here or scroll down to respond to this candidateCandidate's Name , TX 78613PROFESSIONAL SUMMARYResults-driven business professional, empowering sales teams to deliver an exceptional customer experience. Natural leader with a passion for inspiring, motivating, and engaging team members to present a consistently positive image as Brand Ambassadors. Take ownership of customer escalations and problem-resolution. Mentor, educate, and coach teams to meet goals every day. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. WORK HISTORYOptumCustomer Service Representative License 04/2022 - Current OptumCustomer Service Representative SR- Licensed 11/2021 - 03/2022 SKILLSEDUCATIONRound Rock HighRound Rock, TX06/1993High School DiplomaLife, Accident, Health and HMO Managed high-volume of inbound customer calls Updated customer accounts, addresses and management databases Implemented additional services to maintain exceptional client service ratings Handled modification and updating of policiesNavigated computer system to look up customer information and update policiesAnswered insurance-related questions and discussed product offerings with prospective customers to meet unique needsCollected payments, processed receipts and informed policyholders of outstanding balancesProvided outstanding service to new and long-standing customers by attending closely to concerns and developing solutionsCalculated premiums and established payment methods, receiving customer payments and issuing receiptsExplained different options to prospective clients, encouraging sale of insurance policies that best fit needsExplained coverage options to potential policyholders, answering questions or concernsUsed proven techniques to de-escalate angry customers during telephone interactions Assisted customers with making payments or establishing payment Sales Expertise Order Fulfillment Staff TrainingBusiness DevelopmentUnderstandingCredit Card PaymentProcessing Refund Processing Customer Service Quality Assurance Controls Service Standard Compliance Problem-Solving Ability Customer ConsultingMulti-Line TelephoneOperation Call Center Operations Quality ControlPolicy and ProcedureAdherence Computer Proficiency Conflict ResolutionShelby J FortierPeople ShareLicensed Insurance Agent 07/2020 - 10/2021USHEALTH ADVISORSLicensed Health Agent 02/2020 - 07/2020WalgreensAssistant Manager Trainee 08/2018 - 02/2020plansAnswered incoming calls and emails, providing frontline customer support or assistance with product and service transactions Provide excellent customer service through active listening Work with confidential customer information and treat it sensitively Analyzed customer needs and provided best options, upselling products and servicesExplained coverage options to potential policyholders, answering questions or concernsCalculated premiums and established payment methods, receiving customer payments and issuing receiptsPromoted high customer satisfaction by resolving problems with knowledgeable and friendly service. Offered policy guidance and management to promote asset protection Upsold products to policyholders and potential new clients Pursued continued professional development through insurance workshops, courses and workshopsApproached potential clients by using direct marketing techniques, including mailing and phone contacts Exceeded company sales goals for new policies.Collaborated with store manager to direct and delegate work assignments and ensure execution of plans and strategies across the storeMaintained focus on promoting and driving sales, including the execution of next season planningCoached, trained, recognized, and managed all aspects of performance for store associates and developed a of talented workersCommunicated regularly with management team concerning all aspects of sales, customer feedback, and associate performanceSupervised personnel, provided work direction and reviewed work processes |
