Customer Service Management

SAKERA COOK

***** ****** **** ** ******* FL, ****0. (407) ***-****.*******@*****.***

Professional Summary

Detail-oriented human resources professional who excels under tight deadlines, while anticipating and averting potential problems by proactively streamlining processes.

Skills

Exceptional interpersonal skills Recruiting Hiring and retention

Excellent communication skills Strong lead development skills Persuasive communication expertise

Certified/Licensed 0215 - Life Incl Var Annuity & Health

JetBlue Orlando, FL

Customer Service Agent Part-time WAH, 03/2015 to Present

Answer calls regarding general information about airline travel on JetBlue Airways

Perform activities including viewing a computer terminal and navigating menus and screens on a computer terminal

Sell ancillary products from incoming calls

Resolve general customer service concerns through effective customer service techniques

Ability to initiate searches for miscellaneous travel-related information on the Internet

Aon Retiree Health Exchange Orlando, FL

Benefits Advisor, 03/2014 to Present

Inform, educate and enroll customers to successfully transition into an Individual Medicare insurance plan.

Make outbound calls to Medicare prospects, completing needs assessments and correctly qualifying participants' needs related to Medicare Health Insurance.

Effectively manage sales pipeline and actively manage a book of business to ensure all retiree needs are met.

Consistently met and exceeded department expectations for productivity and accuracy levels.

Participated in various incentive programs and contests designed to support achievement of production goals.

Ranked #3 In Orlando and #7 in entire Enterprise

SunTrust Bank Orlando, FL

Financial Advisor, 10/2013 to 03/2014

Handles inbound calls selling personal products and services and making referrals to mortgages, investments, trust, merchant services, personal and private bankers and small business banking.

Analyzed financial information obtained from clients to determine strategies for meeting clients' financial objectives. Reviewed clients' accounts and results regularly to determine whether life changes, economic developments or financial performance indicated a need for plan revision.

Complied with regulatory requirements including Bank Secrecy Act, Anti-Money Laundering, OFAC, USA Patriot Act, Privacy Act and Community Reinvestment Act

Tumble Totz Preschool Providenciales, Turks & Caicos Islands

Director, 02/2012 to 09/2013

Assist teachers with setting and meeting progressive goals. Communicate with parents by explaining school's policies and admission procedures along with any issues relevant to individual child

Designed the employee performance evaluation process and merit program.

Addressed concerns from employees and management regarding new-hire activity and ongoing employee relations.

Served as a link between management and employees by handling questions, interpreting and administering contracts and helping resolve work-related problems.

Education

Bachelor of Science: Business Marketing, July 2008

MBA: Human Resource Management, July 2009

Human Resource Management Studied in the areas of Organizational Development, and Management Assessment & Development Professional Development, Professional Training, Top 10% of Class, Honors

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