Customer Service Contact Center

Daniel Hook

612-***-**** ad05j2@r.postjobfree.com www.linkedin.com/in/danielhook/

PROFESSIONAL SUMMARY

Reliable candidate ready to take on challenges using problem-solving and task prioritization skills to drive success. Dedicated professional with demonstrated customer service, time management, and trend-tracking strengths. Excellent verbal and written communication skills with a strong background in cultivating positive relationships with peers and stakeholders. SKILLS

• Delivering exceptional written and verbal communications to internal and external stakeholders.

• Over ten years of customer service experience with a friendly, positive attitude and relationship cultivation.

• Continually receptive to learning new industry knowledge, task prioritization, and troubleshooting techniques.

• Proficient in Microsoft Office.

• Maintaining current technical knowledge and problem-solving strategies. EMPLOYMENT EXPERIENCE

Product Specialist Securian Financial, St Paul, MN August 2022 - October 2023

• Operational support of secure managed file transfer exchanges and processing of customer data to meet performance guarantees for internal and external stakeholders.

• Frequently analyze and interpret data, and resolve technical issues from clients to answer customer questions and process files. Contact Center Senior Representative/ Specialist Securian Financial, St Paul, MN December 2019 - August 2022

• Delivered exceptional fast and friendly customer service to bolster strong relationships internally and externally while building a positive experience by handling questions and service complaints.

• Recognized for exceptional consistency and accuracy within the Contact Center.

• Assisted with the training development for 12+ new hires. Network Data Specialist II Anthem, Mendota Heights, MN March 2015 - October 2019

• Responsible for timely processed requests from multiple departments with data accuracy and adherence to industry standards.

• Developed training materials and contributed to the process and technical improvements regularly.

• Assisted with the training development for peers.

• Respected by peers as knowledgeable and an analytical thinker. Health Guide, First Level Tech support Blue Cross Blue Shield of Minnesota, Eagan, MN January 2008 - Feb 2015

• Over five years of experience in an inbound call center for various lines of business.

• Supported Individual Accounts, Small Groups, Medicare Supplement, Agency Services, Technical Member Support.

• Clarified and resolved issues with medical claims processing and billing; also advised on program extensions.

• Assisted with pilot testing for at-home workers and first-tier technical support.

• Maintained current knowledge of Healthcare standards for HIPAA guidelines and Health Care reform impact. Accomplishments:

● Completed Generation Blue ERG Development plan, which extended my experiences to develop collaborative communications, process innovation, speech crafting, and feedback from executive panels.

● Pilot tester for processes and systems needed for remote workers EDUCATION

Colorado Technical University Online, Colorado Springs, CO Bachelor of Science in Business Administration

Concentration: Information Technology May 2013

Associate of Science in Health Administration Services December 2011

• Relevant coursework: Healthcare Delivery Systems, Healthcare Legal, Management Fundamentals, Healthcare Technological Applications, Project Management, Information Systems Security, Database Systems, Programming concepts, and Operations Management

Hennepin Technical College, Brooklyn Park, MN

Technical Degrees for Digital Media Design and Website Design May 2003 Coursework included HTML Design, image manipulation and composition, page layout, team building, production planning, interactivity, use of design software, color theory, electronic publishing, and oral presentations. HOBBIES AND INTERESTS

Mobile Technical Support and Beta-tester 2004-Present

• Self-taught mobile technical support and troubleshooting and system customizations.

• Contributing to multiple application beta testing communities with feedback to developers Freelance web design and graphic designer 2004-Present

• Created small business/ non-profit groups with new marketing strategies that integrated graphic designs, website development, and video production for YouTube

Lighting Operator Volunteer, Drama Production, Camera Operator, Preschool Lead Teacher Cedar Valley Church, Bloomington, MN / Oak Hills Church, Eagan, MN 1998- 2019

• Experiences: troubleshooting, team building, technical knowledge, programming, and theatrical production planning.

• Routinely leading a classroom of preschool kids and volunteers in faith-based activities

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