Customer Service Training

rosemarie c. olivo

objective

To seek a position where using my skills and

knowledge, I can help your company achieve it's

goals.

Experience

**** - **** ************ **** ********* Tampa,

FL South Ridge, SC

Policy Change Analyst

Review requests for existing policy holders to

change inforce policies for changes in coverage,

product, and affordability.

Managed a task list of 50-100 tasks within the

given SLA. I overachieved this SLA everyday by

processing my work in a timely manner that

exceeded the management expectations.

I issued an average of 10-12 change policies per

day while reviewimg applications, illustrations,

and bank drafts. I also did some medical

underwriting such as reviewing MIB's and the

medical questionnaires of the application to

verify if the applicant was eleigible for certain

riders and benefits.

All documents were viewed via image vs. paper

Coordinated with agents and agency clerical staff

to ensure all required documents were on file as

per state requlations and corporate Compliance.

Audit scores were 97% every month

Team lead for the Employee Recognition for 2

years: planned recognition meetings, reviewed

write ups for nominees to determine worthiness,

assisted in planning town hall meetings as well

as National Customer Service Week and Associate

Appreciation Day.

1035 Change Analyst

2004-2006

Review requests for existing policy holders to

exchange inforce internal and external policies

for another policy/product

Managed a task list of 100-200 tasks per day

within the given SLA and exceeded the SLA

everyday.

I processed 15-20 internal and external exhanges

per day while assisting the team lead on various

clerical duties as well as assisting my

associates with their work.

Coordinated with agents and agency clerical staff

to ensure all required documents were on file as

per state requlations and corporate Compliance

2003 - 2004 Adecco Employment Agency Tampa, FL

Temporary Employee

As an employee of Adecco, I was assigned to

MetLife in both IDI and Life New Business. In

both temporary positions I was assigned to

clerical duties. My assignments included data

entry, filing, mail organization and file

scanning.

Education

2007 - Present University of Phoenix Tampa, FL

Majoring in business management for a bachelor's

degree

Professional Developement

Ethics Training

Fraud Training

Diversity Training

Communication Training

Product Knowledge: Whole Life, Universal & Term

Knowledge in various systems

SIR 2000

CAS

CIF

Midas (basic)

AOC Cashiering System (basic)

Knowledgeable in various sessions

Proficient in Lotus, Word, Powerpoint

e-mail me@********@*******.***

3305a North 16th st . tampa, fl 33605 . Phone 813-***-****

Contact this candidate