Customer Service Life Insurance

Denise M. Fleming

**** ********* **** *********, ***** Carolina 28227 (P) 704-***-**** (E) **********@*****.*** PROFESSIONAL SUMMARY

Extensive exposure to key industries, such as Banking, Insurance, and Manufacturing

Flexible with approach to new ideas and problem-solving situations

Adept ability to accurately determine needs, recommend solutions and cultivate longstanding relationships

Experienced utilizing pivot tables, MACROS, and VLOOKUP functions in MS Excel

Expertise working with senior management, professional peers, industry thought leaders and subject matter experts

TECHNICAL SKILLS & TOOLS

Oracle, Access, NICE Quality Management call and real-time screen monitoring and recoding, Accurint, Microsoft Office Suite (Word, Excel, PowerPoint, Publisher), CTI, IVR, VPN, SharePoint, LiveLink, Siebel, SAP, AWD, Astute Solutions PowerCenter, Avaya software, Service Power, IPL, AS400, IBM 3270, Lotus Notes

PROFESSIONAL EXPERIENCE

Bank of America, Charlotte, NC April 2016 – July 2016 Business Analyst lll (Contract)

Identified issues, process weaknesses and inefficiencies

Minimized redundancies and duplications of efforts by streamlining the document gathering process

Planned and conducted audit preparations, challenged business processes/SOPs, identified risk areas and recommended controls to ensure reliability and data integrity Electrolux Major Appliances, N.A., Charlotte, NC August 2013 – April 2016 Business Relations Analyst (Contract)

Independently reviewed and resolved Executive level escalated consumer complaints within strict KPI’s

Identified key roadblocks and proposed new and improved processes by developing standards of best practices

Identified potential quality issues per defined process and escalated findings to management

Provided ongoing relationships with company stakeholders (Client Services, Operations, Quality Managers, Accounting and IT/R&D) to achieve reasonable outcomes for any identified complaint

Responded to inquiries from external audiences via telephone, email and letters to manage relationships, clarify company position and build goodwill

Managed records retention policies and schedules, and secured physical inventory AXA Equitable, Charlotte, NC July 2000 – August 2013 Senior Analyst September 2010 – August 2013

Researched, investigated, analyzed, and responded to Presidential complaints regarding life insurance products

Made reasonable procedure exceptions to accommodate unusual customer requests

Identified potential trends and raised flags when a complaint posed potential problems

Facilitated information flow between customer service, account management operations, quality assurance, and training to guarantee call center objectives were met

Reached amicable resolutions by accessing pertinent documentation including application files, microfiche, microfilm, product guides, and a thorough review of applicable state regulations

Ensured compliance with established internal control procedures by examining records, reports, operating practices, and documentation

Policy Administration Analyst, Charlotte, NC November 2009 – September 2010 Promotion with AXA Equitable

Identified discrepancies in internal databases relating to automated updates using logic and attention to detail

Performed functions to include but not limited to, processing policy updates, file maintenance, policy changes, endorsements and renewals

Implemented departmental cross-training to increase productivity and operational stability Technical Support Representative (SME), Charlotte, NC May 2005 – November 2009 Promotion with AXA Equitable

Assisted policy owners and/or authorized callers with self-service options including address changes, password resets, investment changes, and loan requests

Performed on-line troubleshooting, identified issues, and communicated findings to IT department

Expert point-of-contact for a team of 10 employees; reduced management responsibilities by resolving Tier I and II online help desk escalations

Provided input into developing and modifying systems to meet client needs and develop business specifications to support these modifications

Customer Support Representative I, II, III, Charlotte, NC July 2000 – May 2005 Promotions with AXA Equitable

Reengineered customer service department and shifted focus to exceeding customer expectations

Developed customer relations by providing prompt and accurate information to life insurance policyholders, financial advisors, and brokers

Analyzed and identified the most pressing customer issues that provided the greatest revenue generation and cost savings

Member of team consistently chosen to try out new processes and business approaches

Surpassed daily Service Level Agreements (SLAs) on a consistent EDUCATION

Walden University, Minneapolis, MN 2014

Master of Science, Management

University of Phoenix, Charlotte, NC 2011

Bachelor of Science, Business

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