Customer Service Sales

RANDY LAPP

303-***-**** Denver, CO ac698p@r.postjobfree.com

https://www.linkedin.com/in/randy-lapp-2018

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%

EXPERTISE

Customer Success Management (CSM)

Online Sales Administration

MS Office Products

Numerous Call Center Applications

PROFESSIONAL EXPERIENCE

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.

Convergys 2012–2013

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.

Previous Experience

United States Army

Honorably discharged, E-5 U.S. Army Medical Specialist.

EDUCATION

Associate of Arts, Business Administration

Arapahoe Community College, Denver, Colorado

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