Customer Service Team Manager

DEBORAH A. MITCHELL

***** ******* **. *******, ** 70403 404-***-**** ********.********@*****.***

Professional

Objective

Highly motivated, success driven professional that seeks to utilize my leadership experience in Customer Service as a dependable and reliable agent. Also seeks to utilize my skills of superior organization, proficiency and attention to detail to reach and exceed your organizational goals.

Qualification

Summary

Offering a comprehensive and successful background of experience in customer service, analytical and organizational management skills.

Critical thinking and problem-solving

Detail oriented

Information Security Annual Training

Trainer/Instructor in all aspects of the Insurance, Collections industry

Experienced Team Manager of diverse groups of personnel

Computer proficient including: MS Office Systems, Word, Excel

Licensed Accident & Health, Life and Variable Annuities

Leadership and Agency Building, Trained and Certified

Package Handler and Team Manager Assistant

Professional

Experience

Professional

Experience

(continued)

American Income Life Insurance, Atlanta, GA (March 2016-Present)

General Agent (Supervising)

Major responsibility of conducting daily forensic looks into submitted insurance policies to insure accuracy and sustainability.

Train new agents in all aspects of the insurance industry with great importance on accountability and honesty.

Report directly to Master General/State General Agent to insure accuracy in reporting findings and solutions to any issues that arise.

Provide one on one coaching to agents for call flow techniques.

Answer agents’ and clients’ emails daily

Monitor and motivate with encouraging all activity to increase productivity and maximize the company profitability

Conduct weekly classes on updated policy changes and procedures.

BellSouth/ATT Telecommunications, Baton Rouge, LA & Conyers, GA (July 2001- February 2016)

Sales Associate/Customer Service

Team Lead responsibilities include assisting in managing, coaching and mentoring sales associates to achieve their greatest potential.

Knowledgeable of all policies, procedures and practices to assure a smooth running team.

Knowledgeable of all products and services in Wireless,TV and Internet.

Maintain training records on Continuing Education courses to insure associates maintain knowledge of the fast changing field.

Evaluate and investigate fraud, abuse complaints and billing discrepancies.

Gather substantial evidence to prove fraud, waste and mismanagement

Handle all complaints received through emails and phone calls daily.

Identify, own and resolve billing disputes.

Ability to make business decisions around best course of resolution and guide appropriate team members in implementation

First Guaranty Bank, Hammond, LA (January 1998-June 2001)

Customer Service/Collections Agent (Assist Supervisor)

Assist with opening new accounts.

Answer questions and assist with any discrepancies

Analyze, reconcile and maintain consistent account reconciliations between business customer’s statements.

Responsible for daily NSF reports in respect to chargebacks and fees.

Help with intake of loan applications and processing.

Education

Baton Rouge School of Computers, Baton Rouge, LA

Graduated 1988

AA Accounting (Magna Cum Laude)

Associate Degree in Accounting

Alabama State University, Montgomery, AL

Studied Accounting 1984-1985

Hammond High School, Hammond, LA

HS Diploma, Graduated 1984

References

Professional references available upon request

Contact this candidate