Summary

Experience in the Customer Service industry for 12 years. Seeking a career where company values, integrity and core results are the drive for success.

Professional Experience

State Auto, West Des Moines

Claims department FNOL 2019-Current

Help assist to file home and auto claims

Help get the customer to the correct department

Assist with sending ID cards

Mass Markets, West Des Moines Customer Service Representative

October 2018- To Current

●Making outbound calls to customers selling cable products

●Up selling our live streaming product

●Sales

Aerotek, West Des Moines, Customer Service Representative July 2017- April 2018

Contractor at Mercer July 2017- November 2018

●Assisted policyholders with adding and replacing vehicles too their policy

●Answered complex billing questions

●Email/Faxed proof of insurance to policyholders and dealerships

●Assisted policy holders with any questions on their home and renters policies

Contractor at Wells Fargo November 2018- April 2018

●Assisted helping customers with relief after a natural disaster occurred

●Helped assist customers with loan modifications

●Collected correct document paperwork for loan modification process

●Return calls from customers who were checking on the process

Athene, West Des Moines, IA

Contact Center Representative June 2016- May 2017

●Filed client withdrawals

●Answered and resolved questions regarding their annuity

●De-escalate customer disputes

●Speak with agents answering questions about annuities

Wells Fargo, West Des Moines, IA July 2015- June 2016

Fraud Specialist

●Helped customers detect fraud on their credit/debit card

●Filed fraud claims

●Would issue new debit/credit cards if there was fraud on old cards

●Would assist with putting a temporary block on customers accounts if debit/credit cards were lost or stolen.

Lowes, West Des Moines, IA October 2014- July 2015

Receiving

●Unloaded pallets from trucks

●Received and delivered product to correct placement to be stocked

●Assisted customers with knowing where products were located in store

●Made sure unloading area was clean

Wells Fargo Card Services, West Des Moines, IA January 2013- January 2014

Phone Banker

●Assisted cardholders with complex situations with their account

●Processed over-the-phone payments and balance transfers

●Offered products and services such as cash advances, online banking, checking and savings account

●Answered inbound calls about customers credit cards

Wells Fargo, West Des Moines, IA

Collections Specialist

(2012)

●Improved profitability by preventing losses from delinquent credit accounts

●Balanced negotiation and persuasion skills with sensitivity for customers’ difficult financial circumstances

●Carefully maintained confidential and sensitive customer data

●Assisted customers with payment plan options

Comfort Suites, Urbandale, IA 2011-2012

Auditor

●Front desk agent with duties including answering phones, registering guests, accepting payments, booked reservations, and providing guest services

●Prepared spreadsheets and entered daily data for financial reporting

●Set breakfast out for guest

●Deliver checkout receipts

First Advantage/Core Logic, Des Moines, IA 2010-2011

Credit Specialist

●Assisted customers with filing disputes and credit report inquiries

●Managed customer contact experiences in an efficient and courteous manner

●Provide credit bureaus phone number if there was inconsistencies on credit report

●Helped with general customer service

Education

Business Certificate; Denison Job Corps 2006-2007Denison, IA

SouthEast Polk High School

Runnells, IA2002-2006

Skills

Proficient in business math and communications; computer operations; data entry; Microsoft Word, Excel,

PowerPoint; telephone etiquette; keystrokes (45 wpm); office procedures; record keeping/company policy; internet/e-mail use and filing systems.

Awards

Honored as Student of the Month for outstanding performance in business at Denison Job Corps; completed leadership training.

References available upon request.

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