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Customer Service Manager

Location:
New York, NY
Posted:
November 13, 2012

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Resume:

Rick Van Horn

Email: abpiwc@r.postjobfree.com

Address:

City: Ridgewood

State: NY

Zip: 11385

Country: USA

Phone: 570-***-****

Skill Level: Any

Salary Range:

Primary Skills/Experience:

SUMMARY: Focused, results oriented professional with thirteen years experience in progressively responsible positions, including management of 7-person customer service team. Customer service oriented with proven ability to provide team-spirited leadership for maximum productivity. Skilled at communicating effectively to attain company goals.

Educational Background:

High School Dipolma from Muhlenberg College, Allentown PA 1/2001 to 5/1998 (Communications)

Job History / Details:

Career Focus

SUMMARY: Focused, results oriented professional with thirteen years experience in progressively responsible positions, including management of 7-person customer service team. Customer service oriented with proven ability to provide team-spirited leadership for maximum productivity. Skilled at communicating effectively to attain company goals.

Summary of Skills

Microsoft Office

Presentation Skills

Extensive Knowledge of all New York Life products

Process Development

Conflict Resolution

Customer Service

Client Relations

Business Recovery and Sustainability

Multi-Task Management

Professional Experience

January 2006 to October 2006

Manager - Variable Product Service Center

Responsible for the service of all Variable Annuity and Variable Universal Life policies.

Assisted General Office Managing Partners and Administrative Managers in regard to any service issues that may have prevented a potential sale.

Provided leadership and motivation which allowed the Variable Products Service Center to exceed each of their performance goals in 2006.

March 2008 to Current

Director - Regulation 60

Managed the transition of the Regulation 60 process from the field to the home office.

Created power point presentation and trained agents on the Regulation60 process.

Worked with development managers to determine areas in which agents needed more training.

Worked with agents on the AAC to gather feedback on the Regulation 60 process.

Managed the replacement notification process remotely and decreased backlog by 75 percentage within the first year.

October 2006 to March 2008

Manager - Death Claims

Managed five service associates responsible for processing all variable annuity death claims.

Assisted in developing and implementing escheat procedure, which, allowed New York Life to attain the escheatment compliance standard set forth by each state.

Transitioned Multi-Funded Annuity claim processing from regional service center to home office in order to increase efficiency.

March 2004 to October 2008

Manager - Advanced Markets

Manager of three Service Associates, who service every individually owned product type that New York Life offers.

Selected by upper management to manage the transition of service on broker sold business from Kansas City, to the home office.

Increased efficiency by 25 percentage within the first year, and 50 percentage over a three-year time frame.This proficiency contributed to sales increasing each year.

Managed the development of 90 procedures.

Extensive knowledge regarding all individual sold policies that New York Life offers, including annuities, whole life, term, universal, variable, private placement, and survivorship.

Education

Muhlenberg College Allentown, Pennsylvania

BA Communications

Additional Information

LICENSES: NASD Series 6



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