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Customer Service Manager

Darlington, SC
September 26, 2018

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*** ********* **

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


University of Phoenix

Computer Experience

Microsoft Word, Excel, Outlook, Power Point, AS400, Lotus Notes, Oracle

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