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Customer Service Manager

Brooklyn, New York, United States
December 17, 2018

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Highly organized, goal-oriented professional with 30+ years of experience in the Banking, Insurance, Financial & Tax Service, and Health Care Industries.

Highly skilled in working independently or within a team environment to deliver exceptional Administrative, Customer, and Operational Services; advancing top-level objectives, and surpassing Client and Organizational expectations.


H&R Block, Brooklyn, NY

Preseason Manager/ Multi Unit Office Manager Jul. 2017-April-2018

Assisting in development of and executing office-level growth plans

Growing the business through developing local partnerships, managing office community involvement, and modeling and coaching new client growth tactics

Ensuring outstanding client service

Assisting in recruiting and interviewing tax office associates, as well as leading tax office associates to meet and exceed growth and service quality goals

Managing office staffing, operations, and logistics for at least two tax offices (including one large office)

H&R Block, Brooklyn, NY

Client Service Professional Dec. 2016-April-2017

Worked directly with the Office Manager delivering an outstanding client experience by creating a warm and welcoming first and lasting impression that exceeds the unique needs and preferences of each client. Primary Duties were:

Greeting clients in a personalized, friendly, and inviting manner

Matching clients with the best suited tax professional for their needs

Scheduling clients how they would like to be scheduled

Handling client exits by assuring all current and future needs are met

Maintaining office organization of resources with team members

Preforming other duties as assigned.

The below tasks were performed daily; highlighting my skills and abilities.

Provided strong customer service skills; ensuring an outstanding end-to-end client experience.

Performed well under stress while working in a fast-paced environment.

Ability to multi-task.

Provided strong organizational and time-management skills.

Very proficient knowledge and experience with a Windows based computer system.

Complex Care Solutions, New York, NY

Collaborating MD Manager Mar. 2015 – January-2016

Worked directly with the Director of Operations Managing 90 Collaborating Physicians across 21 States.

Complex Care Solutions, New York, NY

Provider Availability Coordinator Sept. 2013 – Mar. 2015

Worked directly with the Director of Annual Health Assessment.

Chartis Insurance- Transportation Division, New York, NY

Underwriting Technician/Professional Associate October 2007 – May 2011

Developed a solid working knowledge of underwriting principles and practices through self-study, classroom training, and structured on-the-job training.

Performed the responsibilities of an entry-level underwriter.

Understood the importance of and demonstrated competency in risk and financial analysis, file documentation, and account pricing.

Worked with the claims divisions meeting our clients' needs.

Developed and demonstrated presentation, selling, and negotiation skills.

Assisted Underwriter with all technical aspects of rating, pricing and evaluating risk.

Responsible for booking Deal in the Deal Management System.

Served as underwriting liaison with broker to gather missing information necessary for quoting.

Assisted with policy review before mailing to insureds and brokers.

AIG Risk Management, Inc. /Fusion, New York, NY and Berkeley Heights, NJ

Regional Service Coordinator June 2006 – September 2007

AIG Risk Management, Inc. Home Office, New York, NY

Business Analyst November 2006 - March 2007

AIG Risk Management, Inc. /Fusion, New York, NY and Berkeley Heights, NJ

Account Service Representative September 1997 – May 2006


H & R Block Basic Tax Course October 2017 – November 2017

Certificate: Tax Preparation

York College, Jamaica, NY September 1984 – June 1988

Major: Business Management


Extensive knowledge of Microsoft Office,Windows XP, Windows Me,, Lotus 1-2-3, Word Perfect, AIG

Internal Systems: DMS, AIQ, Kodak, CMS, UBS, Intellirisk, CARS, Tpair, OPAL, Waves, ARTS, MSA.

References furnished upon request

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