Richard L. McGuire

**** ******** **.

Indianapolis, IN. 46260

773-***-****

Email: ac8nm0@r.postjobfree.com

SUMMARY

Highly motivated professional with over 15 years of travel agency experience in booking hotel, airline, car and other travel packages. Also skilled in working from home and various sales, customer service, management and training. Seeking a high fast paced motivated company where I can bring my superb customer service, sales, supervisory, training and interpersonal skills. Highly motivated to learn new skills as well as searching for advancement opportunities. Very outgoing, creative, dependable and able to operate independently or in a team.

Duke Energy

Plainfield, IN. July 2017 – Present

Customer Service Representative

Assisting customers with new, relocation and stopping of electrical and natural gas services via phone in a high fast paced call center environment.

Providing exceptional customer service while consistently meeting and exceeding all company and personal metrics.

Assisting customers with processing of payments and creating payment plans for customers struggling with payment of bills.

Working with multiple departments to ensure customer accounts are successfully created, maintained and also working with the loss prevention department to ensure fraudulent accounts are detected and no new accounts are created.

Enova Financial

Chicago, IL Feb. 2013 – June 2017

Senior Live Chat Customer Service Representative

Assisting multiple customers (3 chats) at a time via the Live Chat service, email and phone in a high fast paced call center environment.

Assisting customers with their new loan applications, providing account balances, processing payments, sales/up selling and calculation of finance/interest charges for current and new loans. Troubleshooting technical issues customers are having with application process via multiple operating systems MAC and Windows via pc, mobiles and tablets.

Mentoring newly hired employees with proper procedures and answering any questions that they have.

Assisting the loan processing department with proper verification of information provided on the customer’s loan application, including verification of employment and income.

Processing adjustments to accounts and/or payment plans for customers who are experiencing financial difficulties.

Creating new accounts and updating existing account with personal, employment, income, banking and repayment methods. Explaining benefits and features of the new loan to the customer.

Meeting and exceeding company and personal goals for First Call/Chat Resolution (FCR), sales, customer surveys, production availability, quality assurance standards and attendance.

Fraud and Identity Theft specialist – working closely with customers who have contacted the company to advise their information has been used to obtain a loan. Identifying fraudulent accounts and gathering information from the customer to determine if the customer is fraudulent or if identity theft has taken place.

Assisting the Final Resolutions Department with primescan mail processing and data entry. Reviewing JIRA tickets on new incoming mail that has been received from customers, debt management companies, bankruptcy firms and more. Notating each customer account with the proper documentation as well and sending the proper information to management via excel spreadsheet.

Travisa Outsourcing/BLS International

Chicago, IL May 2011- March 2014

Consultant

Processing OCI and PIO VISA applications and Renunciation of Indian Citizenship for clients traveling to India.

Top processor, exceeding office requirements and personal goals. Processing an average of 80 to 90+ applications per day as well as processing payments, detailed data entry, closing documents, shipping documents and/or releasing documents to clients in person.

Handling clients’ requests and issues in person, by phone, mail or email.

Guiding clients through the proper process of applying for the VISA as well as providing the proper documentation.

Notifying clients by phone email or in person of any issues or additional documents that are needed to process their application to the Indian Consulate. Guiding client that is not eligible for the type of VISA they have applied for, to the correct type.

Detailed data entry of clients’ personal information into the Indian Consulate system, verifying all information is correct and valid to insure the proper information is printed on to the VISA.

Verifying completed documents that have been received from the Indian Consulate. Making sure all information is correct prior to notifying the client that their documents are ready to be picked up or have been shipped to them.

Shipping clients’ documents. Verifying the proper documents are being sent, the address is correct and inputting the shipping information into the computer system. Sending out email notification to the client with the proper tracking information.

Training new consultants of the proper procedure to process VISA applications effectively and in a timely manner, while providing excellent customer service.

Shipping of UPS, FEDEX and USPS packages.

SPECIFIC SKILLS

Excellent management, training, sales and customer service skills, face to face or over the phone.

Proficient computer skills such as typing, Microsoft office, Windows, MAC and data entry.

Typing 70+ WPM

Very dependable, organized and able to work independently or in a group.

Over 15 years of travel agency experience, booking International and domestic travel in GDS systems Sabre, Apollo, Worldspan and Amadeus.

EDUCATION:

High school diploma, Kokomo High School, Kokomo, IN. 1989

Med-Tech College - Medical Billing and Coding

Allied Medical School - Medical Transcription

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