Customer Service Engagement Specialist
Resume:
Gregory Taylor
Orlando, FL *****
*****************@*****.***
Work Experience
Global Asset Engagement Specialist (Remote)
Teksystems / Bank of New York Mellon (BNYM) - Lake Mary, FL
May 2023 to May 2024 (contract)
•Answering inbound calls per Shareholders, 3rd parties and Financial Advisors.
•Serves as a lead for the day-to-day operations of a small- to medium-sized fund accounting support team, providing work direction and technical assistance on complex matters.
•Assist in any changes to IRA accounts, Mutual Funds and Customer Identification Program (CIP).
•Provide Cost Basis and investment gain utilizing CRM, FSR, Salesforce and Online portal.
•Tracks data and maintains accounting records for funds of higher complexity in accordance with department policies and procedures. Assisted with Online portal access to Individuals mutual funds for investment status.
•Confirm NIGO and IGO status of mutual fund verification inquiries.
•Assisted shareholders with Exchange, investments, Systematic Withdrawal Plan (SWP), Automatic. Investment Plan (AIP), Tax form corrections or retrieval, acceptable documentation for assistance needed.
•Reviews data and assists in resolving escalated problems that have arise during the normal daily, weekly or monthly accounting and reporting.
Customer Engagement Specialist (Remote)
Insight Global / American Fidelity - Oklahoma City, OK
October 2022 to April 2023 (contract)
•Answered 50+ incoming calls daily from Policyholders, Agents, and Third parties.
•Processed and identified the type of assistance the customer needs. Ask appropriate questions and identify specific issues while documenting required information in computer systems utilizing Salesforce, RPI and on-base. Maintaining a high level of motivation, initiative, and accountability. Assist policyholders with understanding policies, benefits, and the disbursement of benefits. Research complex issues across multiple databases and work with support resources to resolve customer issues. Meet the performance goals established for the position in the areas of: first call resolution, call quality, efficiency, provider satisfaction, attendance and call flow.
Contact Center Specialist (Remote)
Matrix Absence Management - Phoenix, AZ
September 2021 to October 2022
•Answer inbound calls, 50+ calls daily, entering customer data, presenting relevant product information, remain courteous and calm even during moments of customers dissatisfaction.Operating in alignment with policies and standards, Serve as the day-to-day contact for clients, respond to questions, anticipate and prevent issues through proactive client expectation management, provide best practice guidance and consultative feedback to clients. Proactively monitors onboarding activity with the ability to identify system or potential risk situations and escalates appropriately.
Customer Service
Bimbo Bakery’s - Orlando, FL
June 2019 to August 2021
•Answered inbound calls, checking emails for assigned task and data entry.
•Ensured customer satisfaction and provided professional customer service.
•Resolved customer complaints and strive for one call resolution.
•Kept a detailed call log sheet utilizing excel and outlook.
•Rerouted phone calls for additional assistance if necessary.
Customer Service
Fed Ex - Orlando, FL
March 2017 to June 2019
•Handle 50+ calls daily, with duties including documenting customer complaints and the status of deliveries.
•Entering customers data, presenting relevant product information.
•Organized customer interaction log utilizing excel.
•Remained courteous and calm, even during moments of customer dissatisfaction.
•Assist with inquiries and trouble shooting for customers.
Customer Service/Inventory Specialist
Wheaton Movers - Richmond, VA
February 2014 to January 2017
•Managed inbound and outbound calls.
•Complied inventories of furniture, completed bill of lading for customers.
•Kept track of mileage and fuel purchases documented utilizing excel.
•Handled customers complaints providing appropriate solutions and alternatives within the agreed time frame.
•Coordinated accurate and efficient transportation to job location.
Customer Service/Yard Dispatch
Central Transport - Richmond, VA
January 2012 to July 2014
• Answered, resolved, tracked, and documented inquiries from customers in a timely professional manner.
•Provided excellent customer service to customers and strive for one call resolution. Replaced shipping labels and detailed all reports on damage product.
•Kept inventory on trailers including damages and fuel.
•Recommended solutions within customer budgets and proactively followed up with all leads.
Customer Service/Inventory Specialist
Saint Francis Home - Richmond, VA
May 2009 to December 2011
•Responded to telephone inquiries, providing quality service to customers inquiring about relatives and placement availability.
•Strive for quick complaint resolution, documented complaints accordingly
•Kept detailed documents utilizing excel on room availability and inventory of deliveries. • Ordered pre-existing medication from pharmacy.
•Maintained documentation according to board of nursing guidelines
•Notified charge nurse of medications needed to be filled.
Education
Associate's degree in Business Management
Monroe College
June 2000
High school diploma
Julia Richman - New York, NY
September 1992 to June 1996
Skills
•Organized customer interaction log utilizing excel.
•Remained courteous and calm, even during moments of customer dissatisfaction.
•Assist with inquiries and trouble shooting for customers. Wheaton Movers, Richmond,VA Feb 2014- Jan 2017 Customer Service/Inventory Specialist.
•Managed inbound and outbound calls.
•Complied inventories of furniture, completed bill of lading for customers.
•Kept track of mileage and fuel purchases documented utilizing excel.
•Handled customers complaints providing appropriate solutions and alternatives within the agreed time frame.
•Coordinated accurate and efficient transportation to job location. Central Transport, Richmond,VA Jan 2012-July2014 Customer Service/Yard Dispatch
•Answered, resolved, tracked, and documented inquiries from customers in a timely professional manner.
•Provided excellent customer service to customers and strive for one call resolution. • Replaced shipping labels and detailed all reports on damage product.
•Kept inventory on trailers including damages and fuel.
•Recommended solutions within customer budgets and proactively followed up with all leads. Saint Francis Home, Richmond,VA May 2009-Dec 2011 Customer Service/Inventory Specialist
•Responded to telephone inquiries, providing quality service to customers inquiring about relatives and placement availability.
•Strive for quick complaint resolution, documented complaints accordingly
•Kept detailed documents utilizing excel on room availability and inventory of deliveries. • Ordered pre-existing medication from pharmacy.
•Maintained documentation according to board of nursing guidelines
•Notified charge nurse of medications needed to be filled.
•Medical Records
•EMR Systems
•Documentation review
•Remote access software
•Windows
•Operating systems
•Software troubleshooting
Certifications and Licenses
Forklift Certification
CPR Certification
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