Customer Service Representatives
Resume:
Albany, NY *****
**********@*****.***
Stephen J. Rock
Experience
April 2022 – Present
Trainer
• Facilitate New Hire and Existing Staff training for both Dental and Medical Customer Service Representatives.
September 2004 – April 2022
Aetna Dental Service Center, Albany, NY
Senior Resource Consultant
Piloted an initiative to utilize Dental Customer Service Representatives as cross trained Disability Insurance Customer Service Agents.
Help both Dental and Disability Representatives to with escalated service issues.
Single Point of Contact for Dental Plan Sponsors including Time Warner Cable, Columbia University, J. Crew, Computer Associates, 1199SEIU and Toys ‘R’ Us.
Provide mentoring for both Dental and Disability Representatives to help them meet established metric goals.
Assist Aetna members with dental insurance issues and questions about plan coverage.
Assist Dental Care Providers with insurance issues regarding services performed and coverage eligibility for individuals they are providing service to.
3rd Quarter 2005 Rookie of the Quarter Award
Six months Consecutive Call Quality Award/ 06/2006 – 11/2006
Phone Lab Assistant for Training Class
Split Jacking New Hire Assist
Employee Survey Committee
Assisting with Proactive Calls, ECHS Cleanup, Duplicate Claims Cleanup
Adjunct New Hire Trainer Dental Customer Service August 2003-September 2004
State Employees Federal Credit Union, Albany, NY
Assistant Manager, Operations Support Department
Supervise the Electronic Delivery section of the Operations Support Department. Primarily dealing with ATM machine service and deployment, VISA Check Card Frauds and Disputes Resolution, ATM Dispute Resolution.
Provide direction and assistance to staff of the entire Operations and Support Department and provide support assistance to SEFCU’s Front Line Branch Staff.
Aid in development and retention of employees, offering suggestions for improvement of job performance and providing Bi-Annual Performance Evaluations.
Aid the Director of Operations Support by providing monthly review reports for the Electronic Delivery section of the Operations Support Department. Provide analysis of various reports to aid in the stream-lining of Operations Support functions.
June 2000-August 2003
State Employees Federal Credit Union, Albany, NY
Trainer
Train newly hired employees on regulatory compliance, SEFCU policy compliance, software applications, and SEFCU products and services.
Develop and deliver training designed to meet organizational needs.
Aid in development and retention of employees, by performing in branch observation and offering suggestions for improvement of job performance.
Handle special projects as assigned by the Director of Corporate Learning and Development.
March 1999 – June 2000
State Employees Federal Credit Union, Albany, NY
Call Center Representative
Handled telephone inquiries and performed transactions for members.
Assisted members through troubleshooting and resolving account issues.
Educated members by making them aware of the various products and services offered by SEFCU.
Improved department proficiency by creating job aids and mentoring employees new to the call center.
Performed intake on loan applications to assist the loan center in meeting the department goals.
Handled special projects as assigned by Department Manager. September 1998 – March 1999
State Employees Federal Credit Union, Albany, NY
Teller
Completed in person transactions for members in the branch. Education
December 2002
Schenectady County Community College
Schenectady, NY
Associates Degree in Paralegal Studies with Honors September 2000
Langevin Learning Services
Training 101: All the Basics
Additional One Day Seminars:
Creativity Day Camp
How to Design an Effective Training Program
The Humor Project
How to Deal Effectively with Difficult Employees
Excelling as a First-Time Manager or Supervisor
Associations
June 2000 – August 2003
Hudson-Mohawk American Society for Training and Development (ASTD)
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