Life Insurance Customer Service
Resume:
CHARLES E. DAVIS JR.
WASHINGTON, DC 20002
Home: 202-***-****
Email: ac6bcd@r.postjobfree.com
OBJECTIVE: To Obtain a Challenging and Rewarding Position with an Opportunity for Career Advancement and
Personal Growth.
QUALIFICATIONS:
Extensive Customer Service and IT Experience, including Supervisory and Managerial.
Effective Communication Skills vital to Productivity, Interfacing with Clients, Management and Staff.
Adept in Prioritizing, Planning, Coordinating and Managing Workflow to Maximize Productivity, Boost Efficiency, Meet Deadlines and Achieve Performance Goals.
Received Numerous Awards and Honors for Outstanding Customer Service.
EDUCATION:
Computer Science, University Of Maryland; College Park.
Computer Programming, Computer Learning Center; Springfield, VA.
Windows NT 4.0 / MCSE, Socrates Technology, Largo, MD.
EMPLOYMENT:
08/17 – Present Sr. Administrative Assistant / Customer Support, AARP; Washington, DC.
Call Center Environment. Proficiently Respond to Driver Safety Instructors / Participants via Phone / Email.
Support AARP Driver Safety Volunteer Portal, Assisting Instructors with Registering / Editing Courses & Locations, Login, How to Use Portal, Ordering Materials, Update Contact Information, Provide Assignment ID’s, Access to the Portal, as well as, Apply Strong Leadership Skills and Subject Matter Expertise toward Facilitating New Hire/Onboarding Training. Document All Calls via SalesForce.
06/16 – 07/17 Naviance Support Engineer, Hobsons; Arlington, VA.
Call Center Environment. Provide Timely, Professional, and Accurate Responses to Clients Questions related to Business or Technical Usage of the Naviance Education Software System via the Help Menu, Web, Phone or Email.
Entered All Correspondence, Documenting the Progress of Cases and Necessary Information Related to a Case into the Case Management System (Salesforce).
Troubleshoot Individually and with Team Members to Resolve a Case within 24 Hours of Case Submission and if-needed, Escalate Cases to Engineering based on Priority/Issue Level.
Update Case Status/Notes, Troubleshoot to Resolve Outstanding Issues, and Proactively Communicate Case Resolution to Members and the Account Management Team to Ensure Member Success.
08/14 – 05/16 Client Services Representative, DC Health Link; Washington, DC.
Call Center Environment. Supporting the DC HealthLink Portal, Accepting and Responding to Written, as well as, Verbal Inquiries and Complaints from various sources including E-mail, Telephone, Web Chat and Fax.
Supporting Applicants with Technical Issues Associated with the DC Access System (DCAS) Web Portal, such as, Assisting and Resolving Issues Related to Applications, Eligibility, Login, Reset Passwords and other Issues related to the Portal.
Enrolling Individuals into Qualified Health Plans (QHPs) and Resolving Issues Related to the Enrollment of Individuals, while Properly Recording and Tracking of Consumer Interactions using Templates and Scripts to the Fullest Extent Possible, Document All Calls via SalesForce.
Informing and Educating Consumers about Health Insurance, as well as, the DC Health Exchange,
9/07 – 07/14 Life Insurance CSR, Navy Mutual Aid Association (NMAA); Arlington, VA.
Research, Resolve Member Issues and Inquiries about their Existing Life Insurance Policies, Annuities, Trusts or other Financial Instruments via Phone, E-mail, Regular Mail and/or In Person. Document all Interactions via Salesforce.
Counsel Members in an Attempt to Conserve Policies, Track Reinstatements to Completion, Fulfill Requests for any Contract Related Activity, In-Force Illustrations, Distributions, In-Force Processes.
Maintain a Thorough Understanding and Knowledge of all Navy Mutual Products and Services provided to Members. Educate and Counsel Members and their Families on Military Benefits, as well as, the Benefits of Navy Mutual Membership and Products.
01/03 – 08/07 Member Services Representative, Kaiser Permanente; Rockville, MD.
Be Available to Handle Member Inquiries in Realtion to their Health Insurance via Phone, E-mail or Web in a Call Center Environment, Answered Supervisor Helpline Resolving Escalated Calls.
11/98 – 12/02 Network Engineer, Charter Business Inc.; Largo, MD.
Set-Up Hardware, Install/Configure Software and Drivers, Maintain and Repair Technological Equipment or Peripheral Device. Install/Administer Well-Functioning LAN/WAN and Manage Components, Manage Security Options in Computers and Networks to Maintain Privacy and Protection.
01/95 – 10/98 Dry Blender/Flavor Tech, Nestle Ice Cream Company; Laurel, MD.
Accurately calculated, measured and added all dry ingredients necessary for making ice cream. First Dry Blender on East Coast for Nestle Ice Cream Company.
01/90 – 11/94 Computer Programmer/Analyst, MicroLaw, Inc; Annandale, VA.
Created / Updated Custom Software Applications & Forms Real Estate / Settlement Companies using Microsoft
Basic, Installed LAN (Novell Netware, Linear Bus) and Provided HelpDesk Support.
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