Customer Service Call Center
Resume:
Charlene Young
*** ***** ****** #: C
Philadelphia, NY 13673
**************@*****.***
SKILLS
● Excellent verbal
communication skills
● Demonstrate confidence
● Work well with teams
● Commercial Awareness
● Problem Solver
● Attention to details
● Ability to work under
pressure
● Self-awareness
● Basic computer skills
● Proactive
● Critical thinking
● Good written
communication skills
● Flexible and able to adjust
to the work environment
● Stress tolerance
● Professionalism
● Active listener
● Multi-tasking
● Has leadership qualities
● Time management
● Able to perform with
minimal supervision
● Strong work ethics
● Ability to accept and learn
from criticism
● Analytical and research
skills
EXPERIENCE
We Insure Group, Jacksonville, Fl Customer Service Manager March 2015 - February 2018
● Sales Presentations
● Manage 10+ CSRs in their daily roles in the call center
● Monitor and assist CSRs in meeting and maintaining their daily call metrics
● Establishing metrics for CSRs and implementing them for the floor
● Ensuring new CSRs are licensed appropriately, fingerprinted, and appointed with the State of Florida
● Trained CSRs as they are hired for the call center
● Directed a team for ongoing Account Management, Product Optimization and Advertising Placement on the Company Website and Elsewhere
● Managed Bills, Policies, Invoices, Checks and Contracts
● Answered Inquiries and responded to requests by accessing computerized financial information.
● Assisted clients in the purchase and sale of Residential Home Insurance.
● Served as Primary Customer Service Professional to receive direct sales calls and Customer Support Issues.
● Explained To Clients the Terms and Coverage of Insurance Provided In Line with Industry Regulations.
● Determine the most appropriate Insurance For Customers at the best price.
● Predicted Client Insurance Needs, Including Insurance Policy Renewals.
Alliance & Associates, Jacksonville, Fl Customer Service Team Lead March 2013 - March 2015
● Predicted Client Insurance Needs, Including Insurance Policy Renewals.
● Primary Customer Service Professional to Receive Direct Sales Calls
● Insurance CSR Brightway Insurance-Jacksonville, FLManage 10+ CSRs in their daily roles in the call center
● Monitor and assist CSRs in meeting and maintaining their daily call metrics
● Establishing metrics for CSRs and implementing them for the floor
● Ensuring new CSRs are licensed appropriately, fingerprinted, and appointed with the State of Florida
● Trained CSRs as they are hired for the call center
● Played a Key Role in Generating (number) Per Year in sales and revenues
● Directed A Team for Ongoing Account Management, Product Optimization and
● Advertising Placement on the Company Website and Elsewhere
● Managed Bills, Policies, Invoices, Checks and Contracts
● Answered Inquiries and Responded To Requests by Accessing Computerized
● Financial Information
● Assisted Clients In The Purchase And Sale Of Residential Homes Insurance.
● Serve As Primary Customer Service Professional to Receive Direct Sales Calls
● And customer Support Issues.
● Explained To Clients the Terms and Coverage of Insurance Provided In Line
● With Industry Regulations.
● Determine The Most Appropriate Insurance For Customers At The Best Price.
EDUCATION
University of Phoenix - Associate of Science
University of Phoenix - Bachelor of Science
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