Customer Service Manager

PHYLLIS HAGANS

**** ******* ****., ****, *******, GA 30135

404-***-**** *************@*****.***

PROFESSIONAL PROFILE: Excellent background in telecommunications, legal, medical, insurance

and retail fields. Exceeding client expectations from initial contract via post-sales, execution to follow-up. Analytical

and organized with the proven ability to identify client needs, make recommendations and implement effective

solutions. Highly skilled in rapidly developing rapport. Self-starter, detailed-oriented, and persuasive communicator.

Extremely adaptable and able to quickly grasp and apply new information.

Core Competencies

• New Business Development/Planning Strategic Alliance/Partners

• Client Relations PMI Standards

• Service Delivery Implementation and Deployment

• Research and Validation Order Management

• MS Word, Excel, Project and Access Project Coordination/Management

• Service and Sales Promotion Staff Training

• Planning and Design Development Vendor Relations

• Contracts Review and Administration Customer Service, Sales and Consultation

VIMO INC. DBA GETINSURED.COM (2013 to Present): Private exchange for comprehensive

health and life insurance research.

• Submitted and approved 243 of 261 submitted applications Pre-Affordable Care Act 2014

• Consulted clients with the negotiation or procurement of contracts of insurance

• Matched insurance needs with proper insurance products

• Educated clients about each policies availability and risk

• Currently Federally Marketplace certified and licensed in 20+states for the Affordable Care Act, Life, Health,

Accident, Dental and Vision

• Communicated intensively with potential clients to offer insurance deals based on their status, requirements,

and needs, including physical condition of the individual

GENERAL ELECTRIC POWER AND WATER (GE):Contract Reviewer/Specialist :

(2012) Responsible for partnering with the business as it relates to creation and review of legal contract provisions in

accordance with company policies, guidelines, standards and procedures as well as regulations of any relevant

governing agencies.

• Researched, and validated key legal elements for over 1200 contracts

• Supported lead attorney assigned to each business unit or internal function in reviewing contracts submitted

to the Department for review

• Interfaced with Contracts Manager and other teams to ensure that contracts are being processed in accordance

with agreed upon protocols

• Prepared or assisted in the preparation of contract-related analytical and statistical reports and metrics for

dissemination and communication within the Legal function across the business

PROFESSIONAL EXPERIENCE (continued)

SPRINT-ERICSSON/APEX SYSTEMS: Circuit Provisioner/Database Administrator

(June-August 2012 Short Term Contract)

Applied database file format corrections/data integrity in support systems (Medisolv TBS, SAP) that affect circuit

turn-ups, testing and troubleshooting; Data entry time-sensitive project that included over 100,000 corrections/entries

NAA (NATIONAL AGENTS ALLIANCE): Insurance Advisor ( 2009-2012):

• Counseled clients in the selection of financial product in order to meet their financial planning and banking

needs

• Developed base for long-term sources of clients by using referrals, occupational, and special-interest groups

to compile lists of prospects

• Approached potential clients by utilizing mailings and phone solicitation; making presentations to groups at

company-sponsored gatherings; speaking publicly to community groups on the subject of financial well-being

• Performed needs assessment by scheduling fact-finding appointments; determining extent of present coverage

and investments; ascertaining long-term goals

• Completed coverage by delivering policy; planning future follow-up visits and evaluations of needs

• Sold life insurance, mortgage protection insurance, accidental/disability insurance,,annuity, Medicare

Supplements and Advantage Plans

MACY’S, and BELK’S : Floor Manager/Retail Sales/Merchandiser: (2009-2010)

• Managed/Supervised a team (20+ employees) to increased sales and ensure efficiency

• Ensured standards for quality, customer service and health and safety are met

• Resolved health and safety and security issues; responded to customer complaints and comments

• Organized special promotions, displays and events and visual merchandising

ORANGE BUSINESS SERVICES :Telecom Project Manager/Provisioning Manager : ( 2001-

2008)

• Selected to "Excellent Achievers Club" Fiscal year 2004

• Managed, tracked milestones and provided performance status by updating tools and resources using

Microsoft applications to all fields on every ordered service to meet commitment dates and milestones.

• Coordinated, provisioned and implemented service delivery for dedicated products and services (frame relay,

T1, DS3, OC-3-0C12, ATM, BRI, PRI and POTS

• Responsible for network planning and node configurations, equipment orders (Cisco) and configurations,

inside wiring, and scheduling field technicians for successful test and turn-up

• Created and maintained relationships with senior management, customers, internal groups, and vendors.

• Performed as Manager on Duty in the absence of Senior Management

• Created timely reports to measure circuit provisioning performance for new sites/construction

• Maintained and developed vendor relationship with ATT, Verizon, XO Communications, Level 3 and local

LECs

PROFESSIONAL EXPERIENCE (continued)

MCI/WORLDCOM/VERIZON : Service Delivery Manager/Contracts

Administrator/Customer Service Representative ( 1990 -2001)

• Selected to the "Circle of Excellence" Fiscal Year 2000

• Worked directly with sales teams, engineering, global service delivery teams, and local telco to ensure error-

free service delivery

• Coordinated, tracked, provisioned and implemented new orders and existing accounts

• Tracked orders with third party vendors that include local telco service calls and equipment fulfillment

• Provided formal status and reports to account teams, engineers and customers via conference calls and/or

spreadsheets

• Tracked installation/changes from order processing to activation

• Scheduled activations according to the Service Level Agreement (SLA)

• Educated customers on billing issues, products and services and billing research

• Received inbound calls from new and existing customers

• Proofread contracts for accuracy, signature and authenticity for submission

EDUCATION: Eastern KY University, Associate of Arts, Richmond, KY, Paralegal Science

University of Louisville, Louisville, KY, Paralegal Studies

University of Kentucky, Lexington, KY, General Courses

PROFESSIONAL LICENSE : Life and Heath in 20 states : GA, AL,FL,IL, IN, MO,NC, SC,

NV,OK,TN,TX,UT, AZ, CO,KY, PA, MD, NH and CA

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