Resume

Sign in

Customer Service Life Insurance

Location:
McKinney, Texas, United States
Salary:
16.00
Posted:
November 10, 2018

Contact this candidate

Resume:

GWENDOLYN M HOOKS

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

Plano, TX 75025

214-***-****

CORE COMPETENCIES & SKILL AREAS

Management, Process Improvement, Workforce Management, Communication, Sales, Customer Service, Customer Relations, Complaint Resolution, Documenting and Reporting, Multi-Tasking, FMLA, STD, Long Term Care, Workman’s Comp, FHA/VA, HUD, Conventional Loans, Loan Servicing, Collections, Organizational Skills, Analytical Skills, Problem Solving

COMPUTER & TECHNICAL LITERACY

Microsoft Office (Word, Excel, PowerPoint, Outlook), Lotus Notes, Microsoft Exchange, Mac Mail. Workforce management systems include, Empower, CMS, IEX TotalView, Verint, Primus, Remedy, SAP, Heat, ADP, PeopleSoft, PeopleNet, JD Edwards, AS400, Reflections, AWD, and more.

EDUCATION

Sacramento Community College, Sacramento CA

AA Administrative Justice

Licensed Adjuster, all lines

RELEVANT EXPERIENCE

Transamerica

Claims Processor/Customer Service

12/13 – 1/17

Plano, TX

Handle between 80-100 calls per day in a high volume call center

Speak with clients, mostly seniors, regarding service requests or issues; documents, evaluates and resolves customer inquiries.

Provide information on a variety of complex customer service issues requiring knowledge of life insurance/retirement/annuity products and transactions focusing on customer satisfaction, quality, and efficiency.

Process incoming and outgoing mail, using automated workflow system.

Represent the company with professional pride to internal and external customers.

Process complex and varied service requests.

Function with a team based environment, and actively participate in achieving team goals.

Meets/exceeds department standards for signed-in, schedule compliance, and average call handle time standards.

State Farm

Claims Processor II/

Customer Service

11/12 – 12/13

Irving, TX

Process claims for damage of home or auto

Maintained accurate communication with insured/claimant.

Maintained accurate claim file documentation throughout the life cycle of claim cases.

Consistently meet/exceed set quality and productivity standards

Bank of America

Mortgage Loan Servicing/

Loan Processor

8/10 – 11/12

Addison, TX

Processed routine transactions for defaulted and non-defaulted loans

Collected required documentation from applicants and followed up on missing items

Responded to customer, investor, or other 3rd party inquiries, researching and preparing documentation, or analyzing requests

Provided customers with timely and periodic status updates of their loan applications

Acted as liaison between borrower, underwriter and any other 3rd parties

Responded to customer, investor, or other 3rd party inquiries, researching and preparing documentation, or analyzing requests

Processed the documents received for each file, verifying the accuracy and completeness of each document

Established, maintained and updated files, database (Encompass) and/or other documents needed for each loan

Worked with attorneys to help customers establish full balance repayment plans or settlements

Ordered appraisals, title work, evidence of insurance, and verified Frank Dodd paperwork was included in packet

Process documents for loan modifications

T-Mobile Communications

Tech Support Supervisor

8/06 – 8/10

Frisco, TX

Coached and developed 30+ agents while meeting metrics in areas of Products, Policies and Producers

Spoke with Senior citizen on how to repair, replace their devices their mobile devices

Responsible for management of all processes, systems, and personnel relating to the service agents

Monitored and coached employees for quality assurance in areas of opportunities

Handled escalated situations to have a win–win outcome

Monitor multiple Queue/Skill Sets and productivity reports

Provided an environment that fosters excellent customer service resulting in the return of high level customer satisfaction surveys

Facilitated team meetings and ensure adherence to scheduled desktop and classroom training.

Provided one on one coaching in areas of improvement daily, weekly, and monthly

Provided support for android devices

Apple, Inc./Volt

Customer Service Supervisor

10/4 – 7/06

Addison, TX

Managed the day-to-day processes, and coach and develop up to 50 support agents and team leads

Coached and developed 47- 50 team support agents and team leads goals

Create historical real-time reports on performance metrics such as: CRT (call resolution time), CTS (commitment to schedule), ACW (after call work)

Helped to start the first iTunes Billing group in Texas

Exceeded metrics and customer satisfaction scores as set by the client

Provided one on one coaching for areas of improvement daily, weekly, and monthly

Interviewing, Hiring, and mentoring of customer service agent teams towards specific targeted goals by effective and consistent communication

Tracked and managed attendance, schedule adherence, quality, and all other metrics for each agent



Contact this candidate