Customer Service Insurance Agent
Resume:
Georgia Gayle/Walker
Apt 104
Charlotte, North Carolina 28212
************@*****.***
Graduate school student, with 15 years of experience in Sales, Loans, Insurance, Banking and
Customer Service. Strong analytical skills in identifying customers’ needs and meeting those
needs while providing excellent customer service; the ability to provide accurate, current and
relevant information needed to resolve issues or questions that may arise.
Education
• Albertus Magnus College New Haven, CT
Bachelor’s Degree in Business Management 2003-2007
• University of Phoenix Online/Attending
Masters in Adult Education and Training 05/2014
Work History
Time Warner Cable (TWC) Charlotte, NC
Customer Service Agent 02/2013-Present
• Advises customer on the best product available to fit their life styles and budget;
• Troubleshoot and analyze cable, Internet and Phone connections for customers.
• Performs account management; manages passwords, payment processes, and
recommends products to improve customer experiences.
• Schedules Technician to customer’s homes; investigate misapplied or unapplied
payments; upgrades Internet and Phone service.
United Health Care/Connextions Charlotte, NC
Licensed Insurance Agent 08/2011-10/2012
• Advised seniors on which medical plan would best suit their health needs.
• Sold and enrolled members in Medicare Advantage and Prescription drug plans.
• Educated seniors on the differences between a Medicare Supplements plan and a
Medicare Advantage plan, and a standalone prescription drug plan and the pros and cons
of each; provided seniors with a clear understanding of what is covered under Medicare
Parts A, B, C, and D.
• Advised seniors on what is covered under Medicare and their out of pocket cost;
Discussed drug tiers; the differences in prices for generics as oppose to brand name or
specialty drugs.
2
Sprint /PCS Charlotte, NC
Customer Care Agent 01/2009-10/2010
• Assisted and educated customers who had questions regarding billing and payments on
their accounts.
• Reordered new cell phone devices and accessories for customers; Guided and educated
customers thru the insurance claim procedure.
• Persuaded customers to make payments on their accounts and set up payment
arrangements; also showed customers the value gained in staying with company when it
became apparent that they were ready to cancel their accounts.
• Sold new phones products, new lines of service, upgraded plans and add new features to
existing plans.
Webster Bank Financial NA Waterbury, CT
Call Center Rep/loan/Web Specialist 02/ 2005-05/2007
• Assisted customers with a range of issues relating to their accounts which included
balances and overdraft activities; Check Clearing; ATM transactions; ATM disputes and
investigation procedures; reordered ATM and debits cards; Educated on limits for
purchases and withdrawals.
• Educated customers regarding their loans including payoffs, rate increases, explanation of
monthly statements and escrows balances; accepted loan payments.
• Make adjusted to late fee if warranted. Loan application processing; documents
verification; advised of loan amount and terms; set up loan closing.
• Mentored new employees on proper phone etiquette such as length of time to place
customers on hold, tone of voice.
• Educated customers on how to use Internet system; password reset; online check payment
verification and investigation of lost payment.
New Alliance Bank New Haven, CT
Customer Care Agent 02/2001-09/2004
• Sold Automobile, Loans and Lines of credits loans to customers.
• Guided Customers throughout the Loan process, from application to closing.
• Verified all loan documents for accuracy; obtained Insurance Binder for home owner’s
policy.
• Educated customers on bank balances, and bank procedures.
• Conducted missing payment search, initiated ATM transaction disputes.
BankBoston/Fleet Bank New Haven, CT
Teller/Customer Service 01/1997-05/2000
• Assisted customers in cash or check deposits and withdrawals.
• Verified and proofed ATM machine on a daily basis.
3
• Advised customers on bank’s features and benefits that would meet their needs; sold and
open new Checking and Savings accounts.
• Discussed current loan processes and referred customers to the appropriate loan officer or
office.
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