Frank Geier

**** **** *** *.

Largo FL *****

727-***-****

abjm7w@r.postjobfree.com

OBJECTIVE: To apply previously acquired skills and natural resourcefulness

toward a challenging career path while furthering the success of a well-

established company.

EXPERIENCE:

10/2008-09/2010 United HealthGroup Oldsmar,

Florida

Customer Service Representative

- Accept inbound inquiries from Healthcare Providers and Insurance Policy

Members regarding the policy

-De-escalate irate callers quickly and professionally - Route misdirected

callers to appropriate departments efficiently

-Remain current on all Insurance Policy changes and amend outgoing

information appropriately and expediently

-Maintain a World Class Customer Service experience while adhering to

departmental metrics

-Monitor new agents on the phones to ensure quality customer service

interactions

-Coach new agents toward best practices to further ensure departmental and

individual goals.

-Take a leadership role as a Team Lead to work toward attaining site goals

while helping those who reported to me succeed.

-Research and Resolve complex issues which could not be resolved by the

agent on the phone.

-Interface with multiple departments on in depth issues to create new

solutions to enhance the customer service experience and create beneficial

outcomes for both United Healthcare and our callers.

8/2006-8/2007 Tech Data Corp Largo Florida

Customer Service Representative

-Reviewed customer requests for return authorization and approved or denied

these requests on an individual basis.

-Quality Checked incoming returned merchandise to ensure correct product

return and condition.

-Defused escalated customer issues and minimized company loss.

12/2005-6/2006 Aegon St Petersburg

FL

New Business Case Coordinator

-Reviewed and processed incoming policies prior to underwriting approval

and policy activation.

-Notified field agents of any policy problems or missing information

pertinent to the policy.

-Completed each new policy in a timely fashion with no errors.

SKILLS:

Windows experience (3.1, 9x, 2000, XP, Windows 7), advanced user

Microsoft Office Suite, intermediate user

Basic office electronics (fax, copier, multi-line phone, etc) intermediate

skill

Siebel, DCS, Application Network, TD intranet, Internet

Typing: 70 wpm

EDUCATION:

1999-present St Petersburg College St Petersburg FL

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