Customer Service Manager
Resume:
ZANNA IGNACZAK
Darlington, SC *9532
********@*****.***
Summary of Qualifications
** ***** ** ********** ** Customer Service enviroment
Proficient call center experience
Successful in ability to resolve vareity of interpersonal conflicts
Strong communication skills both written and verbal
Proficient Microsoft Office Skills and data entry
Efficient Power Point, Oracle, Lotus Notes, AS400 systems
Skilled in resolving difficult customers
Accomplished in equipment retrival and collections
Confidant in claims processing
Persuasive sales support skills
Experienced in multiple aspects of insurance industry ranging from sales, customer service and claims departments. Extensive experience in a call center environment in various fields. Effective inventory control of rental, loaner and exchange equipment. Successful in collection of delinquent inventory. Self-motivated result seeker who thrives in constantly changing environment.
Career History
Progressive September 2016 – August 2017
Leading Insurance company specializing in affordable insurance solutions.
Claims Reporting Representative
Accurately document all claims reported to the company.
Assist caller by providing prompt and empathetic service
Escalate calls to appropriate departments
Provide knowledgeable information when answering questions
Assisted manger with peer development ensuring accurate and efficient service is provided
Assisted call center academy in developing new agents by answering questions and providing feedback on handling customer calls.
Assisted management in training coworkers on updates to current procedures.
Participated in feedback sessions on improving department environment and efficiencies
Assisted in mail department as needed to ensure customers needs are addressed in a timely manner
Convergys January 2016 - May 2016
Telecommunication company providing excellent call center customer service to a variety of companies
Customer Service/Sales
Serviced AT&T customers by resolving issues and providing the best options to fit clients’ needs.
Activating equipment as well as troubleshooting malfunctioning equipment
Updating customer profile
Placing customers’ orders
Responsible for all customer inquiries regarding their service
Graduated #1 in training class and was placed on top performing team
Became top producer for the team
Received highest customer satisfaction survey scores
New York Life Insurance January 2010 – March 2014
Leader in Life Insurance and Annuities by providing prompt and accurate pay out to customer claims
Insurance Agent
Serviced all new customers by providing ideal policy to fit clients’ needs
Maintained all customers information, including updating customers personal information,
Exchanging or reducing policies based on clients needs
Handle any atypical situations escalated by customer service agents
Assisted manager with grief reports and reassignments
Began career as a telemarketing agent, promoted to customer service representative following to sales referral agent and sales representative
Received numerous customer service rep awards
Received top producing sales rep award
Received a quarterly “Above and Beyond” award for volunteering to take on extra tasks and providing excellent service to clients
ConMed Linvatec, Largo, FL April 1998 – April 2008
A global leader in surgical manufacturing field. ConMed is at the forefront of technology for a growth range of minimally invasive and orthopedic surgical procedures
In House Inventory Programs Supervisor
Supervised a team of employees including rental, special accounts administrators, repair research as well as equipment collections in a call center environment
Managed several loaner and exchange programs available to customers and sales representatives while operating under a strict budget
Managed recovery of delinquent inventory, invoiced for unrecovered equipment while maintaining a positive working relationship with hospitals and sales support
Project Manager for a number of improvements within customer service department as well as throughout the company
Reduced delinquent inventory by 85% by working with clients and sales force in retrieving or selling unrecovered equipment
Reduced operational budget by 50% through minimizing delinquencies
Increased on line purchases by 100% through providing excellent and more efficient customer experience
Project Manager for reconfiguring rental programs offered while ensuring FDA compliance, resulting in complete traceability of rental kit components, while in repair department as well as shipping
Project Manager for introducing exchange program available to customers, which eliminated delinquency of loaned out equipment as well as reduced operational cost by 40% through eliminating repair needs of loan equipment.
Project Manager for conversion of operational program from AS400 to Oracle throughout the company, in charge of customer service and repair portion of the conversion. Involved with IT, shipping and billing departments to ensure all cross-department processes are preserved. This project included training necessary employees to perform their assigned duties
Received multiple promotions throughout the career, customer service, sr customer service and special accounts administrator
Education
University of Phoenix
Computer Experience
Microsoft Word, Excel, Outlook, Power Point, AS400, Lotus Notes, Oracle
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