Life Insurance Customer Service
Resume:
Robert (Bob) McMahon
P.O. Box *****
Reno, Nevada 89533
775-***-**** - cel
***********@*******.***
Background Summary
Technical Support Professional with extensive experience in computer systems support, training, and team management including mainframe, client server, and desktop environments. Recognized for high level of commitment to process improvements, ability to quickly understand business needs and strong communication skills. Regularly recognized by key customers for outstanding technical customer support.
Core Skills
Analytical Multitasking Resourceful
Customer Service Problem solving Testing, QA
Attention to detail Reliable/Dependable Self-starter
Excellent phone and written communication skills
Technical Skills
Microsoft Office Suite, Salesforce CRM, Manugisitcs routing system, Warehouse Management System, Outlook, Remedy Defect Tracking System, Sync for Mobile devices, PCs and peripherals, AS400, IBM Mainframes
Work History
NEW YORK LIFE INSURANCE CO., Reno, Nevada
Senior Specialist, 2004- Current
Served as the Subject Matter Expert for CRM Applications used by agents of NYL.
Train Helpdesk personnel on changes and new directions of application
Use regression testing techniques to test software prior to release
Write scripts for testing of software application for new releases and patches
Obtained Salesforce CRM experience
Established and issued ticket systems for “Defects” and/or “Problem Logs”
MSX INTERNATIONAL, Reno, Nevada
Consultant - Analyst, 2002-2004
Provide Customer Support for agents of New York Life Insurance.
Assisted agents and staff in proper use of Contact System Database with strong positive feedback
Provided in-depth phone support for report generating and information gathering
Completed detailed history tickets using Remedy ticketing system.
KMART DISTRIBUTION CENTER, Sparks,
Batching/Routing Coordinator, 1998-2001
Performed efficient routing and delivery of daily orders to 131 stores in the western region, using 8 batches, 18 docks, and 4 different carriers.
Designated as the key resource and trainer for conversion to PC based Manugistics Transportation Manager (MTM) routing system in 2000
Provided training for 6 sites throughout the United States and on-call support
Increased cube utilization by 11% and developed a new routing scheme that saved approximately $20,000 per month in freight costs for Sparks Distribution Center
Computer Operator/Team Leader, 1991-1998
Supervised computer room activities and transactions on AS400, supporting multiple applications including the Warehouse Management System.
Supervised and trained operators
Maintained and updated all training manuals
Established Help Desk trouble call history, reducing time spent on repeat issues
Education
BS/BA Business Administration, University of Phoenix, Reno Nevada
Graduated with Honors GPA 3.86
A.A., Business Data Processing, Chabot College, Hayward, California
Additional Training
Management Training Seminars
Telecommunications Technical Training
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