Customer Service Life Insurance
Resume:
CEDRIC B.EICHELBERGER
**** ****** ** * Shaker Hts, OH 44120 * *********@*****.*** *
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QUALIFICATIONS SUMMARY
Highly personable Customer Service Professional with over eighteen years of
experience in account management, sales processing, accounting, and call-
center operations within the financial services and credit industries.
o Talent for identifying customer needs and presenting appropriate
company product and service solution.
o Demonstrated ability to establish rapport and provide exceptional
follow-up
o Skilled at defusing irate customers and resolving escalated customer
issues.
o Proven self motivator and natural leader
o Selected to be a member of divisional focus team to develop and
implement a product-awareness program to help increase employee
knowledge.
o Proficient with Microsoft Word, Excel, PowerPoint, and Access.
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PROFESSIONAL EXPERIENCE
MOTORIST LIFE INSURANCE - Cleveland, OH * October 2013 - present
Life Insurance Agent
. Identifying and qualifying sales leads generated from a variety of
sources, including networking, referrals, marketing, and lead
databases
. Setting appointments and meeting with prospective customers and
business owners in their homes, places of business, or other settings
. Presenting and explaining products and services using a consultative
approach, based on a true understanding of clients' needs and goals
NEW YORK LIFE INSURANCE (Annuity Service Center) - Cleveland, OH
November 2008 - October 2013
Senior Call Center Representative 2010- 2013
. Handle inbound phone calls from internal and external customers
. Process routine and complex financial and non-financial activity on
client accounts with accuracy.
. Analyzing and processing a wide range of service requests for
contract holders, such as cash value calculations, surrenders and
other redemptions, and contract changes.
. Assist contract owners, outside broker/dealers, bank
representatives and third party marketers in the resolution of
administrative issues.
. Advise brokers, bank representatives, and contract holders and
their representatives on contract provisions and related laws,
regulatory requirements, and company procedures.
. Respond to general written and oral inquiries concerning annuity
product features and administrative procedures.
Claims Representative 2008 - 2010
. Processed death claims for beneficiaries on client accounts
. Provide backup for call center when needed
. Assisted on project to locate beneficiaries of unclaimed funds for
escheatment process
TIME WARNER CABLE - Columbus, OH March 2006 to November 2008
Customer Care Representative
. Handle inbound calls from external customers
. Troubleshoot equipment outages/failures, resolve or escalate
. Flexibility in using multiple systems simultaneously to resolve issues
MILAN HOLDINGS, LLC - Columbus, OH January 2002 to November 2006
Managing Owner
. Facilitate and coordinate all aspects of buying, rehabbing and selling
residential property
. Responsible for insuring contractors timeliness to meet deadines
AAA INVESTORS MORTGGE - Bexley, OH July 2005 to August 2006
Asst. Office Manager
. Originate and process loans
. Assist with new Loan Officers training and product education
. Facilitated brokerage being appointed with lenders
CHARTER MORTGAGE - Worthington, OH January 2003 to July 2005
Loan Officer
. Originate Conventional, FHA and VA loans
. Pre-underwriting to ensure higher rate of closing
. Processing
Banc One, NA - Columbus, OH November 1989 - November 2002
BANC ONE INVESTMENT MANAGEMENT GROUP
Fiduciary Operations Trade Processing Manager
. One of two managers for seven trade representatives
. Liaison for the trading area with the National Help Desk
. Train and assist associates with daily processing during increased
volumes
. Develop and flowchart policies and procedures
. Resolve trading or settlement issues for internal and external clients
. Track volumes monthly to forecast future staffing needs
. Monitor and critique associates business calls for coaching and
training purposes
. Point person for inquiries and problems entering the unit
. Monitor the flow of new account setups from entry into the unit
through completion
BANC ONE INVESTMENT MANAGEMENT GROUP
Fiduciary Operations Help Desk Representative
BANC ONE FUNDS MANAGEMENT
Operations Specialist
BANK ONE TRUST COMPANY
Corporate Trust Administration
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EDUCATION AND TRAINING
DEVRY UNIVERSITY - Columbus, Ohio - Bachelor of Science Major in Computer
Programming 1986 - 1989
Warrensville Sr. High - Graduate 1986
Insurance License (Life & Health)- State of Ohio - issued 2013
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