Jason D. Holbert, ACS ALMI

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

Fairview Park, OH 44126

acxtek@r.postjobfree.com

Phone: (216) 206- 9537

JOB OBJECTIVE: To obtain a position that will best utilize my customer service experience, business reasoning skills, and ability to communicate, lead and work well with others.

EDUCATION: Cuyahoga Community College-W est

Parma, Ohio Fall 1993 – Spring 1995 Major: Business Administration

Brunswick High School Brunswick, Ohio High School

Diploma 1989-1 993

WORK EXPERIENCE:

April 2005 – Current New York Life Ins. Company

Traditional Life Call Center Manager Client (July 2012 current)

● Managed team of 11 - 16 reps whose service metrics score (team average) consistently finish above the department average in multiple key areas (majority of team’s tenure is less than two years with company)

● Key factor in this success has been my ability to obtain “buy in” from team members and my dedication to make them feel engaged and stay motivated to be successful in their roles

● Strong commitment towards looking for methods to improve our processing methods (systems) Has successfully submitted multiple systems enhancements which have been approved by our EOs that are currently in the process of being created

● Contributed towards improving both our new hire training program and current processes on the floor in an effort to streamline learning and efficiency

● Since 2010, I have also successfully completed the tasks for the Cleveland Service Center and as Business Contingency Coordinator

● Interview call center candidates, both individually and as part of a two person team

Call Center Customer Service Rep (Jan 2009 June 2012)

● Provided positive customer service experiences to those that I spoke with by completing their requests in a timely manner

● Strong communication skills which allow me to relate to all customers, regardless of age and/or level of experience with insurance programs

● Consistently maintained strong performance metrics which led to multiple task force/stretch assignments focused on improving the call center

● Became Team Lead, before becoming a manager, with the primary focus of assisting our new employees while in training and on floor. This was handling in addition to servicing calls when service levels slipped throughout the day. Service Assistant III Contract Change Analyst

● Processed changes of coverage (adding/removing rider; increasing/decreasing face amounts) and conversions

● Codes policies to be delivered to clients and agents

● Earned IPS Silver Star Award in Jan 2008

● Primary contact for council agents along General Offices along the southeast coast

February 2003 – March 2005 Ohio Lending Solutions, Inc. Westlake, OH Senior Loan Officer

● Produced own loans via referrals & telemarketing leads

● Closed loans for A,B and C borrowers

● Ability to handle multiple tasks to close loans

● Excellent follow up skills to retain clients after loans close October 2001 – January 2003 Glass City Mortgage, Inc Maumee, OH Senior Loan Officer

● Produced own leads via referrals & telemarketing

● Closed loans for A,B and C borrowers

● Ability to handle multiple tasks to close loans

● Excellent follow up skills to retain clients after loans close

● State qualified Loan Officer (License # 3669)

September 2000 – October 2001 MBNA Beachwood, OH

Account Manager

● Assisted delinquent clients when payments got behind 1

● Was promoted from 30 day delinquent accounts to 60 days to 90 days within five months

● Made managerial decisions regarding which accounts to offer settlements and amounts

September 1997- A ugust 2000 FirstMerit Bank, N.A. Macedonia, OH Personal Banking Representative (March 2000- August 2000)

● Opened new accounts (checking, savings, CDs’ & installment loans)

● Advised quality mortgage and investment referrals

● Established and maintained a good rapport with clients

● Made outbound calls in regards to current campaigns Customer Service Associate (March 1998-M arch 2000)

● Handled service issues regarding accounts

● Made quality referrals to personal banker

● Opened new accounts when personal banker was unavailable Teller (September 1997-M arch 1998)

● Conducted banking transactions

● Produced quality referrals to personal banker

● Received outstanding reviews from branch manager

● Received “Mystery Shop Score” of 100% in first month employed 1

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