303-***-**** Denver, CO email@example.com
PASSIONATE ABOUT DELIVERING VALUE TO CUSTOMERS
Offering 25 years of experience helping 100s of customers navigate complex systems and processes.15 years’ experience of Supervising or Managing Customer Service Units. Excellent customer engagement skills, utilizing active and empathetic listening techniques, remaining calm during high-conflict situations, and evaluating creative resolution options. Liaise with key stakeholders, including sales and finance teams.
Supported 250 to 50,000 customers
Maintained 98% retention rate
Exceeded sales targets 25%
Customer Success Management (CSM)
Online Sales Administration
MS Office Products
Numerous Call Center Applications
First Bank Holding Company 2016–2017
Mail Department Supervisor
Supervised 10 employees and supported 50K customers.
Decreased return mail processing 85% (from backlog of 28 weeks to 4 weeks).
Anthem Blue Cross & Blue Shield 2013–2016
Health Plan Advisor Lead
Assisted 49 healthcare agents supporting 250 customers on daily basis. Provided expert advice regarding product details and plan options.
Supported agents in renewing 230 daily individual medical plans across 14 states.
Maintained retention at 98% by actively engaging at-risk customers. Proactively met with customers during risk-induced periods (e.g., rate increases and special elections).
Provided pre-sales support, developing in-depth knowledge on products, commissions, customer transactions, billing, underwriting, claims, policies and procedures, and legislation.
Interfaced with key stakeholders, including brokers selling products in 3 states.
Trained and monitored 50+ temporary licensed health plan advisors during open enrollment.
Monitored call objects through Call Center Pulse (CCPulse), including 49 agents and 250 queues.
Promoted from Service Representative–>Health Plan Advisor–>Senior Health Plan Advisor.
Account Service Representative
Provided dedicated customer care to 150K AT&T clients, handling 45 calls per day.
Exceeded sales targets by 25% despite intense competition.
United States Postal Service 2006–2011
Customer Service Supervisor / Officer-in-Charge
Managed up to 3 supervisors and 49 employees.
Interfaced with 15 customers on daily basis. Diffused conflict situations, ensuring customers were treated with respect while resolving their concerns.
Managed unit 22% below Same Period Last Year (SPLY) for 4 consecutive years.
Reduced overtime from 10.5% to 4.5% by managing daily workload.
Decreased hours worked by 1,400, capitalizing on employees’ level of expertise and strengths.
Reduced accidents 75%, incurring only 10 incidents over 4-year period. Conducted weekly standups, ensuring safety standards were maintained.
Achieved 100% of dispatch goals, tracking daily transportation.
Promoted from Letter Carrier–>Customer Service Supervisor–>Officer-in-Charge.
United States Army
Honorably discharged, E-5 U.S. Army Medical Specialist.
Associate of Arts, Business Administration
Arapahoe Community College, Denver, Colorado