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Click here or scroll down to respond to this candidateCandidate's Name
1007 Walden Walk Circle Stone Mountain Ga 30088 Cell: PHONE NUMBER AVAILABLE EMAIL AVAILABLE EXPERIENCED CUSTOMER SERVICECustomer Service /Client Driven/Team LeadResourceful Customer Service Advisor with background in both insurance and the collections industry. Detail-oriented professional with strong people and time management abilities. Skilled at fielding routine, complex questions, training and escalations. Expertise in:Escalations Leadership and Training Overcoming ObjectionsRelationship Management Insurance Compliance Problem SolvingSelf-Motivation Structured Thinking Customer Service Driven PROFESSIONAL EXPERIENCEASSURANT SPECIALTY PROPERTY Duluth Ga 08/2011 Present Customer Service Senior Rep/ Team LeadAssurant is a fortune 500 company focusing on client satisfaction and top customer service needs. They are industry leaders in risk mitigation and multifamily housing. Core Job Duties:Team LeadOversee a team of 22 customer service representativesEnsuring that all team members were trained according to customer service guidelinesMonitor phone calls of the team for future training and quality assuranceScore call for quality assurance and follow up with team members when necessaryMeet with Executives to discuss further action on team members that were not in complianceListen to calibrations from clients to correct errors in future callsHandle all escalation calls that came through the call center Senior Customer Service RepService high volume inbound and outbound calls for multiple clients hazard insurance and property damage claimsUtilize various systems to obtain information and update insurance recordsComplete analysis and resolution of customer/agent escalated issues to improve client reputation and customer retentionRecord all actions taken in systems of record and communicate escalated accounts to appropriate departmentsBalance work load based on business needs to prioritize special projects with daily reporting and inbound call flowAdhere to company policies and procedures to ensure compliance with all applicable state and federal regulationsCollaborate with fellow associates and leadership team to research trends, perform root cause analysis and develop action plans to address themFacilitate both Hazard and Claims side-by-side training for new hiresEAC employee activity committee presidentDirect Hire for Verizon Kennesaw Ga 10/2010 2/2011 RYLA Inc. for Verizon Kennesaw Ga 07/2010 10/2010 Customer Service RepVerizon is an industry leader in wireless, in home, and business telecommunications. Verizon is a global technology company delivering to over a million customers. RYLA Inc. is a local business based in Kennesaw Ga. They focus on providing top customer service for their corporate client Verizon.Core Job Duties:Handled high-volume inbound calls for the Verizon Wireless projectResolved escalated accounts involving billing questions and/or adjustmentsPerformed evaluation of mobile device products and services based on customer needsExceeded company standards of customer service and performance RELOCATION OF FAMILY- Left Va and transitioned to Ga 8/2009-07/2010 Portfolio Recovery Associates Hampton, VA 01/2005 8/2009 Collection AgentPortfolio Recovery is one of the largest debt collectors employing more than 5,000 people across Americas and Europe. They offer customer solution for resolving debt with a focus on treating customers fairly and with respectCore Job Duties:Collect funds on charged off debtsHanded outbound and inbound callsProvide account management to clientsSkip trace clients to recover uncollected debts by creditors EDUCATIONHigh School DiplomaKecoughtan High School Hampton VaGraduated 1996SOFTWAREMicrosoft OfficeMedisoftICD-9 and CPT CodingInternet ExplorerWindow XPOFFICE SKILLSType 55 WPMFilingTranscriptionCompleting Claims FormsCertificationsHIPPAOSHACPR |
