Customer Service Representative

Andrea L. Sylve ***** Whipple Tree Drive ******.*****@*****.*** 713-***-****

Twenty years of customer service experience including training, supporting, and developing new customer service representatives. Highly skilled in providing consultative account management and facilitating/resolving escalated calls. Highly organized, detail oriented, and a team player.

Accomplishments

Consistently top 10 company-wide in call center metrics

Escalation specialist

Transaction specialist/trades

Business Resource Group co-chair

Training assistant

Subject matter expert

Dedicated to process improvements

Projects team member

Experience

Transamerica Houston, TX Jan 2016 – September 2016

Participant Services Representative

Handled inbound calls on 401(k) plans and processed transactions; exchanges and reallocations, beneficiary designations, account data changes, loans, withdrawals, and distributions.

Accomplishments: Trade specialist.

Escalation specialist.

Training guide for new associates in the classroom and on the call center floor.

Projects associate.

Metrics meet or exceeded on a consistent basis.

Mercer Houston, TX April 2013 – December 2015

Participant Services Representative

Handled in bound calls on health care coverage, eligibility questions and timing, new hire enrollment and coverage terminations.

Explained health coverage, COBRA eligibility, enrollment for health coverage, effect of termination on health benefits, qualified status changes, etc.

Handled inbound calls on 401(k) and pension plans.

Processed transfers and reallocations, beneficiary designations, account data, and commenced pension benefits.

Metrics meet or exceeded on a consistent basis.

CoWorx Staffing Services Houston, TX October 2012 - April 2013

Participant Services Representative

Handled in bound calls on health care coverage, eligibility questions and timing, new hire enrollments and coverage terminations.

Explained health coverage, COBRA eligibility, enrollment for health coverage, effect of termination on health benefits, qualified status changes, etc.

Hewitt Associates, LLC The Woodlands, TX July 2009 – August 2012

Customer Service Representative

Handled in bound calls on health care coverage, eligibility questions and timing, New hire enrollments and coverage terminations.

Explained health coverage, COBRA eligibility, enrollment for health coverage, effect of termination on health benefits, qualified status changes, etc.

Handled inbound calls on 401(k) and pension plans.

Processed transfers and reallocations, beneficiary designations, account data, and commenced pension benefits.

Metrics meet on a consistent basis.

Spherion Staffing Service Houston, TX October 2008 – July 2009

Customer Service Representative

Handled in bound calls on health care coverage, eligibility questions and timing, new hire enrollments and coverage terminations.

Explained health coverage, COBRA eligibility, enrollment for health coverage, effect of termination on health benefits, qualified status changes, etc.

Provided excellent customer service and consistently earned 'WOW' call ratings on calls.

JP Morgan Chase Bank, N.A. Houston, TX September 2005 – October 2008

Telephone Banker

Handled in bound calls on checking, savings, cd accounts.

Opened accounts, enrolled customers in on-line banking, sold products and services.

Provided excellent customer service and earned commissions on a monthly basis.

JP Morgan Chase Bank, N.A. Houston, TX July 2003 – September 2005

Equity Sales Underwriter

Under wrote home equity loans and lines of credit.

Cross sold other bank products and services.

Increased average loan size from $50K to $90K; monthly commission of $1,200 or more.

Education

Kaplan University

Texas Southern University

Contact this candidate