Customer Service Manager

Leander Grey

*** ************* ****

Rockville, MD 20852

224*-***-**** Cell

Email: ***********@*****.***

OBJECTIVE

To obtain an employment opportunity with a company that promotes career and cultural developments.

QUALIFICATIONS

Seasoned Customer Service leader with strong organizational and communication skills; with the ability to work independently, meet critical deadlines, identify/ implement single best practices, acquire/ apply knowledge rapidly, and adapt to additional responsibilities and job requirements as they become necessary. Extensive public relations and customer service experience dealing with a range of professionals.

EXPERIENCE

2005- Present- Legal & General America, Frederick, MD

Team Lead Case Manager

-Respond to incoming calls, emails, faxes, etc., from internal and external customers, (Correspondents, Agents, General agents, etc.) providing accurate information and/or answers to questions predominately relating to product questions

-Pull reports on a daily basis for the team and for each individual

-Manage a team of 15 Case Managers

-Provide detail follow up on all policies to bring a quicker resolution to all cases

-Provide accurate information and/or answers to questions predominately relating to New Business policies, procedures and guidelines to internal and external customers

-Work with internal departments to ensure efficient process flow

-Train new employees and different departments within the company with guidelines and systems used

-Exceed daily and long term deadlines, standards and expectations

-Order additional information needed to assist with completing the underwriting procedures

-Assist in resolving internal and external issues as they arise from assigned team

-Provide Quality Check by reviewing accounts for accuracy and completion

-Develop, implement and monitor programs to maximize customer satisfaction and manage on-site customer service representatives

-Conduct quarterly and yearly employee reviews

-Write up new processes and procedures for New Business manual

2002-2005- Legal & General America, Frederick, MD

New Business Case Manager

-Processed incoming application and documents to ensure accuracy and compliance with state insurance regulation

-Supply internal and external resources to provide excellent service to customers

-Process over 40 new applications and 400 tasks per day

-Answer incoming and outgoing calls, emails, faxes, etc., from internal and external customers

-Provide accurate information and/or answers to questions predominately relating to new business policies, procedures and guidelines to internal and external customers

-Assist with special projects and complete them within the specific timeframe

-Order additional information needed to assist with completing the underwriting procedures

-Provide detail follow up on all policies to bring a quicker resolution to all cases

2002-2005 – Debt Works - Germantown, MD

Customer Service Team Lead

-Monitored and managed 10 customer support team members

-Exceed daily goal of answering 30 incoming calls per day

-Resolved customer questions, issues, and complaints

-Work with internal departments to ensure efficient process flow

-Efficiently prioritize email inquiries and respond in a timely manner

-Routinely prepared and evaluated reports to identify problems and areas for improvements

-Train new employees with company programs and guidelines

1999-2002- Snyder Communications- Rockville, MD

Account Specialist

-Improved service quality and increased sales by developing a strong knowledge of company products and services

-Effectively communicated with team members to maintain goals, objectives, and expectations

SYSTEMS/SOFTWARE UTILIZED

Aura, Lifepro, Microsoft Word, Microsoft Excel, Novell GroupWise, Microsoft Outlook

Accomplishments

-Improved customer retention in 2012 by 15% from the previous five years at Legal & General America.

-Improved staff moral by 20% in one year by assisting with the implementation of several well-received team and morale-building programs.

-Received client and management recognition for taking ownership of escalations and achieving resolutions in a timely manner.

EDUCATION:

Loma 281/ Loma 291/ ACS 100

2007- Computer Institute- Rockville, MD

Bachelors: Computer Networking

-Ms Dos / Windows/ A+

-Hardware installation and repair / Network Configuration

2002- Montgomery College – Rockville, MD

Associate of Science: Computer Networking

REFERENCES: Available upon request

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