Manager Customer Service

Richard Boston

**** ******* ***** * *****, MD ***32 I 202-***-**** I **********@*******.***

Objective - To obtain an entry level or mid-level position as a Human Resources professional.

Professional Profile

Recent college graduate with 10 years of customer service experience employee training and recruiting management, including screening, on boarding, employee interaction, team coordinating, and supervision. Skilled in customer account maintenance and researching customer records to uncovering discrepancies as well as suggesting account actions that are in the best interest of both customers and client companies. Areas of Expertise include:

Four years of training experience including: training of existing employees to different functions and supervision of new employees

Screening of, on boarding, training and supervision of new hires.

Handling of sensitive documents – electronic and hard copy.

Education

American InterContinental University Schaumburg, IL

Master and Bachelor's of Business Administration/ Emphasis on HR Management Sep 2012 – June 2015

Specialization in Human Resource Management

3.96 GPA / Graduated Magna Cum Laude

Relevant Coursework: Microeconomics; Macroeconomics; Financial Management; Quantitative Methods and Analysis; Management of Organizational Change

Professional Skills

Contributing High Performance

Several years of managerial experience, team coordination, supervision and general HR management and employee training.

Interact with customers, fellow agents, and representatives when needed to facilitate trouble-shooting efforts and inspire customer retention.

Technical Skills

Skilled in utilizing Microsoft Office including Excel; On Demand, Rainbow, IBM Content Manager eClient and HP and Dell hardware for generating electronic documents.

Professional Experience

HR Recruiting Manager/Insurance Producer – Licensed in Maryland, DC and Virginia July 2016 – Present

AFLAC Insurance Columbia, MD

Recruiting, interviewing and background screening of potential new agents, onboarding, training, and seeking out networking partners.

Providing service to clients’ changing insurance needs by selling supplemental health and accident insurance.

Establishes bases for long-standing foundations of clients by utilizing referrals, occupational, and special-interest groups to assemble listings of prospects.

Reaches possible clients through mailings and phone solicitation; making presentations to groups at company appointed gatherings; speaking publicly to cooperative groups on the subject of group-health and wellness.

Ascertains clients' needs and financial situations by scheduling inquisitive appointments; verifying the extent of current insurance coverage and; ascertaining long and short-term coverage.

Produces a coordinated protection plan by calculating and quoting rates for immediate coverage action and long-term strategy implementation.

Completes coverage by delivering policy; planning future follow-up visits and evaluations of needs.

Provides death benefits by supplying policy proceeds; reevaluating client needs.

Revises job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks.

Specialized Operations Manager Nov. 2001 – July 2016

Hewlett Packard Enterprise Herndon, VA

Responsible for electronically maintaining and facilitating a filing and record keeping system of customer and agent records for team leaders, researchers, and fellow customer service representatives for the interest and convenience of customers.

Provide service to clients’ and aids agents to expedite needed changes in insurance coverage.

Handle large mailings of customer claims and agent refunds, using specialized computer software.

Scan and store customer documentation, comprehensive payment processing for new and existing customers for insurance accounts.

Collaborate with agents of client companies to maintain proper control of customer accounts.

Assists agents with client outreach through mailings, e-mail and phone communication.

Procures underwriting consent by completing applications for flood insurance coverage.

Assisted in claims examinations, and distribution of claims payments – the efforts of which assisted victims of major hurricanes and other critical flooding disasters.

Underwriting and call center assistance.

Work closely with management to ensure efficiency of operations and design necessary changes to ensure continued effectiveness.

Procures payments and other customer information into the system electronically.

Researches the source of issues that occur with applications, renewals, payments and other complications that may occur from time to time with customer accounts.

Expedites compensation payments to customers through use of express mail over internet and power ship.

Advises manager with new ideas that will improve the account process and save the account process money.

Military Service Sept. 1980 –Aug. 1986

U.S. Marine Corps – Honorable Discharge

Leadership and training of subordinates for aircraft maintenance and activities on the flight line. Supervision and management of subordinate records, payroll etc. Supervised operations and organized military employees into work teams.

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