Customer Service Quality Assurance
Resume:
Marvin Toussaint
Email: **********@********.***
Address: **** ********
City: fort worth
State: TX
Zip: 76112
Country: USA
Phone: 817-***-****
Skill Level: Experienced
Salary Range: $50,000
Primary Skills/Experience:
See Resume
Educational Background:
See Resume
Job History / Details:
Marvin D. Toussaint
1937 Yosemite Drive
Fort Worth, TX 76112
**********@********.***
SUMMARY OF QUALIFICATIONS
An accountable and dedicated individual with an extensive work history in Customer Service including Quality Assurance and Property and Casualty Insurance. Committed to providing a high level of quality service. Experienced in basic policy and contract coverages. Able to adapt to change, learn quickly and communicate effectively with individuals from all backgrounds. Customer focused, personable and organized. Experienced user of Microsoft Office, Outlook, Internet, NICE Recording System as well as various company specific systems, applications and customer management tools.
PROFESSIONAL EXPERIENCE
Lead Service Specialist
Liberty Mutual Insurance Group - Keller, Texas
July 2010 - Present
Manage staffing, availability and coverage by coordinating the distribution of work tasks to support representatives. Monitor and analyze incoming call volumes and adjust workflows, schedules and staffing accordingly. Effectively resolve policyholder concerns and complaints thus minimizing escalation to management. Act as point-of-reference for technical and procedural information for Sales and Service personnel including new hires. Assist with underwriting approvals, processes and procedures, evaluate, approve and or deny billing exceptions as appropriate. Provide quotations including gathering critical risk information from prospects, policyholder or sales/service team member to evaluate risks utilizing underwriting rules and guidelines in order to bind coverage. Deliver quality customer service by identifying customer needs to implement resolution, counsel accordingly on coverages and coverage limits, interpret contracts and make recommendations for coverage enhancements or additional lines.
Quality Assurance Associate
Liberty Mutual Insurance Group - Arlington, Texas
August 2007 - January 2010
Evaluated content of calls comparing to predefined best practices including phone etiquette, customer service skills and correctness and completeness of information provided. Provided feedback on each representative`s call performance on an on-going basis. Utilized in-depth coverage, quoting or claims knowledge to ensure that Customer Service Representatives are performing direct sales, first line underwriting risk evaluation or claim creation and call handling in accordance with established rules and guidelines. Worked closely with Supervisors and CSR's to address escalated customer complaint calls to ensure prompt resolution. Compiled monitoring results for reporting purposes and provide Management with month-end results. Coached on areas of development identified through the evaluation process and identify trends requiring corrective action.
National Accounts Design Coordinator
Sonitrol Corporation - Westlake, Texas
February 2007 - July 2007
Initiated Pre-install conference calls and handled service issues up to 30 days post install. Coordinated equipment and parts shipments between the Distribution Center and independent couriers. Coordinated and recorded all site surveys including schedules, inspections and installs to be used in monthly reporting.
Quality Assurance Specialist
Monitronics International, Inc. - Dallas, Texas
March 2003 - February 2007
Held weekly call calibration sessions to review evaluations and provide resolution to inquiries regarding guidelines and recommend corrective action. Partnered with stakeholders to coordinate activities and project work to create, implement and improve employee guidelines and procedures. Prepared and maintained productivity logs and reports to identify trends and areas in most need of improvement. Performed individualized coaching sessions for existing agents and mentored new hires providing clear and concise feedback for improvement. Monitored inbound and outbound calls to assess the level of customer service being provided and the performance of employees.
EDUCATION/CERTIFICATIONS/LICENSE
Bachelor of Science - Sociology
Southern University, Baton Rouge, LA
Property & Casualty Insurance
Texas Department of Insurance
CISR
National Alliance for Insurance Education & Research
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