Objective: To enhance my skills so that I may be able to utilize them while maximizing my growth potential.

Skills / Experience

**-** ***

Extraordinary Team Player

13+ Call Center Experience

Proficient Maintenance of Reporting and Data

Intrapersonal skills

23 + Years Customer Service

3+ Years Interviewing Experience

Extremely Reliable

Excel and Power Point Efficient

Anti-Money Laundering

Extremely Reliable

CC Lending

Mortgage Loans

Efficient Investment Trainer for Brokerage & Non Brokerage Accts

Microsoft Word Document Proficient

Life Insurance

7+ Years Leadership Experience

Medicare Supplements

Superb Annuity Trainer for Life Products

Non Deposit Investments

ACH Rules (Basic & Advanced)

Deposit Products

Referral Limitations

Annuity Suitability

HIPAA Privacy & Security

Regulation CC

FDIC Insurance Basics

FINRA Clearance

Truth in Savings Act (TISA)

HMDA Data Collection

Unfair, Deceptive or Abusive Acts or Practices (UDAAP)

EFT – Acct Opening & Disclosures

Skills / Experience

50 - 60 wpm

Extraordinary Team Player

15+ Call Center Experience

Proficient Maintenance of Reporting and Data

Intrapersonal skills

25+ Years Customer Service

3+ Years Interviewing Experience

Extremely Reliable

Excel and Power Point Efficient

Anti-Money Laundering

Effective conflict resolution skills

Productive Team Building techniques Extremely effective team leadership 15-60 employees

Productive departmental training and leadership

Kpi / metrics

Professional and efficient delegation experience

Accurate payroll/ timesheet approvals

Effective implementations of action plans for department and team goals

Superior client relations

CC Lending

Mortgage Loans

Efficient Investment Trainer for Brokerage & Non Brokerage Accts

Microsoft Office Proficient

Life Insurance

7+ Years Leadership Experience

Medicare Supplements

Superb Annuity Trainer for Life Products

Non Deposit Investments

ACH Rules (Basic & Advanced)

Deposit Products

Referral Limitations

Annuity Suitability

HIPAA Privacy & Security

Regulation CC

FDIC Insurance Basics

FINRA Clearance

Truth in Savings Act (TISA)

HMDA Data Collection

Unfair, Deceptive or Abusive Acts or Practices (UDAAP)

EFT – Acct Opening & Disclosures

Employment History

Sunlife Insurance Co

Contact Center Specialist

12/2023 – 1/2024

Excellent Language / Communication Skills

Excellent Attendance

Consistency in Metrics

Amazing De-escalation Skills

Assistance Provided to Supervisors/Trainers

Extremely Product Knowledgeable in STD and LTD Claims Process

Inbound Calls 60 – 100 calls per day

Awesome dispatchment of claimants to proper personnel

Schedule callbacks for follow up with analyst(s)

Quality assistance provided to Leadership

Ensure accuracy of knowledge provided to peers

Accenture

Customer Service Specialist

06/2023 – 12/2023

Excellent Language / Communication Skills

Excellent Attendance

Consistency in Metrics

Amazing De-escalation Skills

Extremely Product Knowledgeable in Marketplace Insurance Process

Inbound Calls 60 – 100 calls per day

Superb assistance provided in insurance application process online

Quality assistance provided to Leadership

Ensure accuracy of knowledge provided to peers

Excellent knowledge in Medicaid and Medicare products

Proficient assistance provided in processing payments for premiums

Maximus Inc

Call Center Supervisor

12/2020 – 05/2023

Assistance provided to Call Center Manager and QA Manager for various managerial tasks

Great Attendance

Provided efficient Nesting Environment for New Hires

Implemented teach backs to ensure product knowledgeability

Daily Attendance Audit to ensure punctuality

Ensure SLAs with efficient queue monitoring

Accurate payroll submission for all LOBs

Conducts quarterly bonus reviews for both LOBs

Ensure prompt delivery of daily reports to management and agents

Provide clear coaching and disciplinary actions as required

Allianz Partners Claims Examiner /Claims Support 05/2018- present

Exceptional knowledge of Travel benefits / insurance

Superb claims processing ensuring terms and conditions

Ensure accuracy of payment of multiple lines of business

Quality assistance provided to Leadership

Excellent de-escalation skills

Ensure accuracy of knowledge provided to peers

Outstanding assistance provided to new-hires

Determine best practices for efficient claims handling

Provided superb assistance and guidance with escalated claims

Worked efficiently with multiple lines of businesses to expedite claims to final process including approval/rejection decision and notification

Teleperformance USA

Call Center Supervisor and Life & Investments Trainer

11/2017 – 05/2018

Assistance provided to ACCM for various tasks

Great Attendance

Provided efficient training environment utilizing different teaching methods

Conducted superb training of software and products to trainees

Exceptional training of Call Center Call flow through implementation of roll plays, self-discovery

Provided superb tools for success on Investment calls

Implemented teach backs to ensure product knowledgeability

Daily Attendance Audit to ensure punctuality

Extremely knowledgeable in IRA and Non IRA / Brokerage Accounts / Mutual Funds

Knowledgeable in Tax Documents related to IRA and Non IRA Accounts

Teleperformance USA

Call Center Supervisor, Life & Investments

05/2017 – 05/2018

Proficient Daily Metric Audits

Efficient QA monitoring

Extraordinary Follow Up

Excellent Presentations for Various Meetings

Amazing Team Player

Extremely Product Knowledgeable

Conduction of Second Interview Processes

Providing Exceptional Coaching for Employee Improvements

Implementation of Team Meetings/ Strategies/Action Plans

Superb De-escalation Skills

Assistance provided to ACCM for various tasks

Inbound Calls

Great Attendance

Implementation of Referral Improvements

Assumed role of ACCM when needed

Teleperformance USA

Call Center Supervisor, Deposits

03/2016 – 05/2017

Proficient Daily Metric Audits

Efficient QA monitoring

Extraordinary Follow Up

Excellent Presentations for Various Meetings

Amazing Team Player

Extremely Product Knowledgeable

Conduction of Second Interview Processes

Providing Exceptional Coaching for Employee Improvements

Implementation of Team Meetings/ Strategies/Action Plans

Superb De-escalation Skills

Assistance provided to ACCM for various tasks

Inbound Calls

Great Attendance

Teleperformance USA

Call Center Supervisor, Mortgage

01/2015 – 03/2016

Excellent Assistance in Departmental Launch

Efficient QA monitoring

Extraordinary Follow Up

Excellent Presentations for Various Meetings

Amazing Team Player

Conduction of Second Interview Processes

Providing Exceptional Coaching for Employee Improvements

Implementation of Team Meetings/ Strategies/Action Plans

Superb De-escalation Skills

Inbound Calls

Prompt Schedule /Day Off Request Processing

Efficient Time Adjustment Submissions

Extremely Product Knowledgeable

Assistance provided to ACCM for various tasks

Teleperformance USA

Call Center MSR, Life & Health

10/2014 – 01/2015

Excellent Language / Communication Skills

Excellent Attendance

Superb Metrics

Amazing De-escalation Skills

Assistance Provided to Supervisors

Extremely Product Knowledgeable

Inbound Calls

Responsible for Quality of Calls

Great Referral Techniques

Himmelstein Associates

Executive Administrative Assistant

05/2012-09/2014

Excellent average handle time of inbound calls from new / existing clients for the owner

Provided amazing customer service to clients with various insurance / investment products for various firms

Provided 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 properties

Obtained prelicensure to further assist with the handling of sales and services as allowed by the state regulations

References: Available Upon Request

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