| Candidate Information | | Title | Call Center Customer Service | | Target Location | US-VA-Petersburg |
| | 20,000+ Fresh Resumes Monthly | |
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Click here or scroll down to respond to this candidateObjective: To enhance my skills so that I may be able to utilize them while maximizing my growth potential.Skills / Experience45-50 wpmExtraordinary Team Player13+ Call Center ExperienceProficient Maintenance of Reporting and DataIntrapersonal skills23 + Years Customer Service3+ Years Interviewing ExperienceExtremely ReliableExcel and Power Point EfficientAnti-Money LaunderingExtremely ReliableCC LendingMortgage LoansEfficient Investment Trainer for Brokerage & Non Brokerage AcctsMicrosoft Word Document ProficientLife Insurance7+ Years Leadership ExperienceMedicare SupplementsSuperb Annuity Trainer for Life ProductsNon Deposit InvestmentsACH Rules (Basic & Advanced)Deposit ProductsReferral LimitationsAnnuity SuitabilityHIPAA Privacy & SecurityRegulation CCFDIC Insurance BasicsFINRA ClearanceTruth in Savings Act (TISA)HMDA Data CollectionUnfair, Deceptive or Abusive Acts or Practices (UDAAP)EFT Acct Opening & DisclosuresSkills / Experience50 - 60 wpmExtraordinary Team Player15+ Call Center ExperienceProficient Maintenance of Reporting and DataIntrapersonal skills25+ Years Customer Service3+ Years Interviewing ExperienceExtremely ReliableExcel and Power Point EfficientAnti-Money LaunderingExtremely ReliableCC LendingMortgage LoansEfficient Investment Trainer for Brokerage & Non Brokerage AcctsMicrosoft Office ProficientLife Insurance7+ Years Leadership ExperienceMedicare SupplementsSuperb Annuity Trainer for Life ProductsNon Deposit InvestmentsACH Rules (Basic & Advanced)Deposit ProductsReferral LimitationsAnnuity SuitabilityHIPAA Privacy & SecurityRegulation CCFDIC Insurance BasicsFINRA ClearanceTruth in Savings Act (TISA)HMDA Data CollectionUnfair, Deceptive or Abusive Acts or Practices (UDAAP)EFT Acct Opening & DisclosuresEmployment HistorySunlife Insurance CoContact Center Specialist12/2023 1/2024Excellent Language / Communication SkillsExcellent AttendanceConsistency in MetricsAmazing De-escalation SkillsAssistance Provided to Supervisors/TrainersExtremely Product Knowledgeable in STD and LTD Claims ProcessInbound Calls 60 100 calls per dayAwesome dispatchment of claimants to proper personnelSchedule callbacks for follow up with analyst(s)Quality assistance provided to LeadershipEnsure accuracy of knowledge provided to peersAccentureCustomer Service Specialist06/2023 12/2023Excellent Language / Communication SkillsExcellent AttendanceConsistency in MetricsAmazing De-escalation SkillsExtremely Product Knowledgeable in Marketplace Insurance ProcessInbound Calls 60 100 calls per daySuperb assistance provided in insurance application process onlineQuality assistance provided to LeadershipEnsure accuracy of knowledge provided to peersExcellent knowledge in Medicaid and Medicare productsProficient assistance provided in processing payments for premiumsMaximus IncCall Center Supervisor12/2020 05/2023Assistance provided to Call Center Manager and QA Manager for various managerial tasksGreat AttendanceProvided efficient Nesting Environment for New HiresImplemented teach backs to ensure product knowledgeabilityDaily Attendance Audit to ensure punctualityEnsure SLAs with efficient queue monitoringAccurate payroll submission for all LOBsConducts quarterly bonus reviews for both LOBsEnsure prompt delivery of daily reports to management and agentsProvide clear coaching and disciplinary actions as requiredAllianz Partners Claims Examiner /Claims Support 05/2018- presentExceptional knowledge of Travel benefits / insuranceSuperb claims processing ensuring terms and conditionsEnsure accuracy of payment of multiple lines of businessQuality assistance provided to LeadershipExcellent de-escalation skillsEnsure accuracy of knowledge provided to peersOutstanding assistance provided to new-hiresDetermine best practices for efficient claims handlingProvided superb assistance and guidance with escalated claimsWorked efficiently with multiple lines of businesses to expedite claims to final process including approval/rejection decision and notificationTeleperformance USACall Center Supervisor and Life & Investments Trainer11/2017 05/2018Assistance provided to ACCM for various tasksGreat AttendanceProvided efficient training environment utilizing different teaching methodsConducted superb training of software and products to traineesExceptional training of Call Center Call flow through implementation of roll plays, self-discoveryProvided superb tools for success on Investment callsImplemented teach backs to ensure product knowledgeabilityDaily Attendance Audit to ensure punctualityExtremely knowledgeable in IRA and Non IRA / Brokerage Accounts / Mutual FundsKnowledgeable in Tax Documents related to IRA and Non IRA AccountsTeleperformance USACall Center Supervisor, Life & Investments05/2017 05/2018Proficient Daily Metric AuditsEfficient QA monitoringExtraordinary Follow UpExcellent Presentations for Various MeetingsAmazing Team PlayerExtremely Product KnowledgeableConduction of Second Interview ProcessesProviding Exceptional Coaching for Employee ImprovementsImplementation of Team Meetings/ Strategies/Action PlansSuperb De-escalation SkillsAssistance provided to ACCM for various tasksInbound CallsGreat AttendanceImplementation of Referral ImprovementsAssumed role of ACCM when neededTeleperformance USACall Center Supervisor, Deposits03/2016 05/2017Proficient Daily Metric AuditsEfficient QA monitoringExtraordinary Follow UpExcellent Presentations for Various MeetingsAmazing Team PlayerExtremely Product KnowledgeableConduction of Second Interview ProcessesProviding Exceptional Coaching for Employee ImprovementsImplementation of Team Meetings/ Strategies/Action PlansSuperb De-escalation SkillsAssistance provided to ACCM for various tasksInbound CallsGreat AttendanceTeleperformance USACall Center Supervisor, Mortgage01/2015 03/2016Excellent Assistance in Departmental LaunchEfficient QA monitoringExtraordinary Follow UpExcellent Presentations for Various MeetingsAmazing Team PlayerConduction of Second Interview ProcessesProviding Exceptional Coaching for Employee ImprovementsImplementation of Team Meetings/ Strategies/Action PlansSuperb De-escalation SkillsInbound CallsPrompt Schedule /Day Off Request ProcessingEfficient Time Adjustment SubmissionsExtremely Product KnowledgeableAssistance provided to ACCM for various tasksTeleperformance USACall Center MSR, Life & Health10/2014 01/2015Excellent Language / Communication SkillsExcellent AttendanceSuperb MetricsAmazing De-escalation SkillsAssistance Provided to SupervisorsExtremely Product KnowledgeableInbound CallsResponsible for Quality of CallsGreat Referral TechniquesHimmelstein AssociatesExecutive Administrative Assistant05/2012-09/2014Excellent average handle time of inbound calls from new / existing clients for the ownerProvided amazing customer service to clients with various insurance / investment products for various firmsProvided exceptional assistance to the owner of firm with account management, handling upscale client account balances for the products sold and serviced by the company.Extensive product knowledge provided to potential buyers for insurance and investment propertiesObtained prelicensure to further assist with the handling of sales and services as allowed by the state regulationsReferences: Available Upon Request |
