Objective: To enhance my skills so that I may be able to utilize them while maximizing my growth potential.
Skills / Experience
Extraordinary Team Player
13+ Call Center Experience
Proficient Maintenance of Reporting and Data
Intrapersonal skills
23 + Years Customer Service
3+ Years Interviewing Experience
Extremely Reliable
Excel and Power Point Efficient
Anti-Money Laundering
Extremely Reliable
CC Lending
Mortgage Loans
Efficient Investment Trainer for Brokerage & Non Brokerage Accts
Microsoft Word Document Proficient
Life Insurance
7+ Years Leadership Experience
Medicare Supplements
Superb Annuity Trainer for Life Products
Non Deposit Investments
ACH Rules (Basic & Advanced)
Deposit Products
Referral Limitations
Annuity Suitability
HIPAA Privacy & Security
Regulation CC
FDIC Insurance Basics
FINRA Clearance
Truth in Savings Act (TISA)
HMDA Data Collection
Unfair, Deceptive or Abusive Acts or Practices (UDAAP)
EFT – Acct Opening & Disclosures
Skills / Experience
50 - 60 wpm
Extraordinary Team Player
15+ Call Center Experience
Proficient Maintenance of Reporting and Data
Intrapersonal skills
25+ Years Customer Service
3+ Years Interviewing Experience
Extremely Reliable
Excel and Power Point Efficient
Anti-Money Laundering
Effective conflict resolution skills
Productive Team Building techniques Extremely effective team leadership 15-60 employees
Productive departmental training and leadership
Kpi / metrics
Professional and efficient delegation experience
Accurate payroll/ timesheet approvals
Effective implementations of action plans for department and team goals
Superior client relations
CC Lending
Mortgage Loans
Efficient Investment Trainer for Brokerage & Non Brokerage Accts
Microsoft Office Proficient
Life Insurance
7+ Years Leadership Experience
Medicare Supplements
Superb Annuity Trainer for Life Products
Non Deposit Investments
ACH Rules (Basic & Advanced)
Deposit Products
Referral Limitations
Annuity Suitability
HIPAA Privacy & Security
Regulation CC
FDIC Insurance Basics
FINRA Clearance
Truth in Savings Act (TISA)
HMDA Data Collection
Unfair, Deceptive or Abusive Acts or Practices (UDAAP)
EFT – Acct Opening & Disclosures
Employment History
Sunlife Insurance Co
Contact Center Specialist
12/2023 – 1/2024
Excellent Language / Communication Skills
Excellent Attendance
Consistency in Metrics
Amazing De-escalation Skills
Assistance Provided to Supervisors/Trainers
Extremely Product Knowledgeable in STD and LTD Claims Process
Inbound Calls 60 – 100 calls per day
Awesome dispatchment of claimants to proper personnel
Schedule callbacks for follow up with analyst(s)
Quality assistance provided to Leadership
Ensure accuracy of knowledge provided to peers
Accenture
Customer Service Specialist
06/2023 – 12/2023
Excellent Language / Communication Skills
Excellent Attendance
Consistency in Metrics
Amazing De-escalation Skills
Extremely Product Knowledgeable in Marketplace Insurance Process
Inbound Calls 60 – 100 calls per day
Superb assistance provided in insurance application process online
Quality assistance provided to Leadership
Ensure accuracy of knowledge provided to peers
Excellent knowledge in Medicaid and Medicare products
Proficient assistance provided in processing payments for premiums
Maximus Inc
Call Center Supervisor
12/2020 – 05/2023
Assistance provided to Call Center Manager and QA Manager for various managerial tasks
Great Attendance
Provided efficient Nesting Environment for New Hires
Implemented teach backs to ensure product knowledgeability
Daily Attendance Audit to ensure punctuality
Ensure SLAs with efficient queue monitoring
Accurate payroll submission for all LOBs
Conducts quarterly bonus reviews for both LOBs
Ensure prompt delivery of daily reports to management and agents
Provide clear coaching and disciplinary actions as required
Allianz Partners Claims Examiner /Claims Support 05/2018- present
Exceptional knowledge of Travel benefits / insurance
Superb claims processing ensuring terms and conditions
Ensure accuracy of payment of multiple lines of business
Quality assistance provided to Leadership
Excellent de-escalation skills
Ensure accuracy of knowledge provided to peers
Outstanding assistance provided to new-hires
Determine best practices for efficient claims handling
Provided superb assistance and guidance with escalated claims
Worked efficiently with multiple lines of businesses to expedite claims to final process including approval/rejection decision and notification
Teleperformance USA
Call Center Supervisor and Life & Investments Trainer
11/2017 – 05/2018
Assistance provided to ACCM for various tasks
Great Attendance
Provided efficient training environment utilizing different teaching methods
Conducted superb training of software and products to trainees
Exceptional training of Call Center Call flow through implementation of roll plays, self-discovery
Provided superb tools for success on Investment calls
Implemented teach backs to ensure product knowledgeability
Daily Attendance Audit to ensure punctuality
Extremely knowledgeable in IRA and Non IRA / Brokerage Accounts / Mutual Funds
Knowledgeable in Tax Documents related to IRA and Non IRA Accounts
Teleperformance USA
Call Center Supervisor, Life & Investments
05/2017 – 05/2018
Proficient Daily Metric Audits
Efficient QA monitoring
Extraordinary Follow Up
Excellent Presentations for Various Meetings
Amazing Team Player
Extremely Product Knowledgeable
Conduction of Second Interview Processes
Providing Exceptional Coaching for Employee Improvements
Implementation of Team Meetings/ Strategies/Action Plans
Superb De-escalation Skills
Assistance provided to ACCM for various tasks
Inbound Calls
Great Attendance
Implementation of Referral Improvements
Assumed role of ACCM when needed
Teleperformance USA
Call Center Supervisor, Deposits
03/2016 – 05/2017
Proficient Daily Metric Audits
Efficient QA monitoring
Extraordinary Follow Up
Excellent Presentations for Various Meetings
Amazing Team Player
Extremely Product Knowledgeable
Conduction of Second Interview Processes
Providing Exceptional Coaching for Employee Improvements
Implementation of Team Meetings/ Strategies/Action Plans
Superb De-escalation Skills
Assistance provided to ACCM for various tasks
Inbound Calls
Great Attendance
Teleperformance USA
Call Center Supervisor, Mortgage
01/2015 – 03/2016
Excellent Assistance in Departmental Launch
Efficient QA monitoring
Extraordinary Follow Up
Excellent Presentations for Various Meetings
Amazing Team Player
Conduction of Second Interview Processes
Providing Exceptional Coaching for Employee Improvements
Implementation of Team Meetings/ Strategies/Action Plans
Superb De-escalation Skills
Inbound Calls
Prompt Schedule /Day Off Request Processing
Efficient Time Adjustment Submissions
Extremely Product Knowledgeable
Assistance provided to ACCM for various tasks
Teleperformance USA
Call Center MSR, Life & Health
10/2014 – 01/2015
Excellent Language / Communication Skills
Excellent Attendance
Superb Metrics
Amazing De-escalation Skills
Assistance Provided to Supervisors
Extremely Product Knowledgeable
Inbound Calls
Responsible for Quality of Calls
Great Referral Techniques
Himmelstein Associates
Executive Administrative Assistant
05/2012-09/2014
Excellent average handle time of inbound calls from new / existing clients for the owner
Provided amazing customer service to clients with various insurance / investment products for various firms
Provided exceptional assistance to the owner of firm with account management, handling upscale client account balances for the products sold and serviced by the company.
Extensive product knowledge provided to potential buyers for insurance and investment properties
Obtained prelicensure to further assist with the handling of sales and services as allowed by the state regulations
References: Available Upon Request