Customer Service Call Center

Crystal Hage

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

Milltown, IN *7145

Phone: 812-***-****

************@*****.***

Summary

I'm a confident, highly motivated, and dependable, licensed Life, Accident & Health insurance agent with extensive and diverse experience in the areas of project management, personnel management, call center and customer service with extensive skills in developing and implementing solutions for complex problems. Organized, creative, versatile and committed professional recognized by peers and co-workers for success in standardizing procedures to ensure ultimate customer service.

Professional Skills

Leadership

Take customer calls and provide accurate, satisfactory answers to their queries and concerns

De-escalate situations involving dissatisfied customers, offering patient assistance and support.

Call clients and customers to inform them about the company’s new products, services and policies

Guide callers through troubleshooting, navigating the company site or using the products or services

Review customer or client accounts, providing updates and information about billing, shipping, warranties and other account items

Coordinate staffing need, control attrition

Negotiated contracts

Coordinated inter-department training activities

Interviewed, supervised and trained a staff of up to twenty; increased staff retention rate

Conduct performance reviews, making improvement recommendations.

Presented and taught new product information and company standards

Facilitate the implementation of recommendations from upper management

Ability to convey information effectively both orally and in writing

Technical

Developed and implemented performance reports

Create Power Point presentations for training and marketing

Updating records, analyzing customer needs, creating excel spreadsheets

Analytical

Wrote and edited teaching assistant manuals

Strong supervisory skills

Keen critical thinking and time management skills

Maintain weekly and monthly records for clients and representatives.

Engaged in creative problem solving in a fast-paced environment

Utilized software including Excel, Word, PowerPoint, Netscape, People Soft

Professional Experience

Life, Accident & Health Insurance Milltown, IN 03/2023 - present

Independent Agent

Heartland Grading Carlsbad, CA 08/2013 – 09/2022

Marketing Coordinator/Administrator/Public Relations

Jenson Construction Velva, ND 01/2013 – 07/2013

Public Relations/foreman/administration

Bakken Staffing Minot,ND 04/2012 – 12/2012

Business Development Specialist

Check n’ Go/Axcess Financial Minot, ND 07/2006 – 4/2012

Area Manager ND/SD

Teachers Sharing Answers Belleview, FL 01/2005 – 7/2006

Independent Agent/Administration

Jenson Construction Velva, ND 04/2004 – 01/2005

Public Relations/Administration/Laborer

Four Seasons Financial Partners Augusta, GA 12/2003 – 04/2004

Marketing Coordinator/Administration

ING Minot, ND 06/2002 – 11/2003

Relationship Manager/Sales Liaison

ING Minot, ND 06/2000 – 06/2002

Customer Service Call Center Supervisor

ING Minot, ND 03/1998 – 06/2002

Customer Service Representative

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