Customer Service Manager
Resume:
Patricia H. Cabana
Rhinebeck, NY *2572
*************@*****.***
PROFILE
Motivated, self-starting professional with customer service, management, training, financial service & retail experience. Effective oral and written communicator with excellent problem- solving & time management skills
Strong work ethic, detail-oriented with the ability to work well in a team environment Currently employed as a merchandiser for Hallmark.
EXPERIENCE
Lifecare Inc. Shelton, CT 2007 -present
Customer Support Specialist
Knowledge of CRM & Aprapo
Large call center assisting on the help desk
Assist employees from major companies throughout the US with work life situations such as, counselling, adult & child care, legal referrals
American Skandia/Prudential, Shelton, CT 1999 - 2007
Marketing Service Representative, Call Center
Large call center using the Avaya phone system
Adhere to call center metrics, service levels & abandon rates
Mentor for all new hires via monitoring, training & call coaching
Provide help desk & technology support
Provide technical, product, procedural, financial and fund performance information regarding annuities
Utilize regulations expertise for contract provisions, market value adjustments, separate account theory and basic taxation of qualified and non-qualified monies
Assist brokers with completing presentation materials for pre-issue sales
Knowledge of all aspects of new business, 1035 exchanges and commissions
Liaison between brokers, wholesalers, contract owners and internal departments
Proficient with AS400, GUI, VPAS, CFE, lotus notes, Aspect and Fiserv
Numerous recognition awards by Dalbar for call quality and customer service
Series 6 licensed
Oxford Health Plan, Trumbull, CT Jan 1999 - Nov
Dedicated Group Service Associate
Provided high quality customer service and problem resolution to Connecticut large groups
Responsible for group retention while ensuring compliance with Oxford's policies
Maintained professional rapport with assigned brokers and benefit administrators
Expert knowledge of all benefits including enrollment and billing
Peoples Bank, Bridgeport, CT 1995 – 1999
Call Center Supervisor/Manager, Visa Credit Card division
Managed, motivated and coached a team of eighteen customer service representatives
Responsibilities included: hiring, performance management, training, development, call monitoring and daily statistics reporting
Wrote a training manual for new employees
Approved credit line applications, managed the collection of past due accounts, created and maintained the team training manual
OTHER AREAS OF EXPERTISE
Banking/Financial Services Prior to 1995
Assistant Manager, Teller
Established long term banking relationships by identifying and satisfying the banking needs of internal and external customers
Collaborated with the manager to open a full-service (tellerless) office, which became the fastest growing branch in system; generated over $9M through our advertising & marketing techniques during its first year of operation
Responsible for all branch operations, budget, security, audit control and monthly general ledger report
Provided information about home equity lines, mortgages, CD's and IRA accounts; developed actions plan for attaining branch goals
Originated mortgages, home equity and installment loans, back-up teller duties
Initiated foreign and domestic wires, invested funds in Euro dollars, commercial paper and municipal bonds
Opened accounts, generated business from local merchants through on site visits, approved consumer loans
EDUCATION, ACHIEVEMENTS AND COMMUNITY SERVICE
Series 6 licensed
Some college coursework completed
Foundations of Banking Diploma - American Institute of Banking
CT real estate license
Numerous banking, managerial, lending and sales seminars
Awarded a trip to Hawaii for bringing in over $1M in new business in the course of three months
National Association for Bank Women
American Cancer Society
References furnished upon request.
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