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Customer Service Life Insurance

Dallas, TX
November 06, 2019

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Shalene Rivera


Professional Summary

Shalene has 5+ years of data entry and customer service experience as well as a highly professional demeanor. She has worked for many financial companies and is well versed in banking and financial claims processes and terminology. Shalene has multiple years of experience working with MS Office products including creating and updating spreadsheets in Excel. She has a high attention to detail, possess excellent communication skills and is eager to start a new opportunity.

Professional Skills

Exceptional, proven, world-class customer service skills

Knowledge of the investment and banking industries

Above-average sales goals on a monthly and quarterly basis

Teamwork-orientated attitude

Can type 53 adjusted WPM

Heavy analytical/Data Entry Skills

Very Proficient in Microsoft Office programs such as Excel, Outlook, Powerpoint, and Word

Heavy experience in building strong relationships with clientele

Prompt with tasks and always on time

Dedicated mentality and exceptional communication skills

Knowledge of ACAT system and Non-ACAT procedures

Knowledge of Derivatives and FINRA’s laws and regulations pertaining to them

Knowledge of Mutual Fund transfers for incoming/outgoing

Outstanding phone and computer skills

Numerous awards, nominations, and recognition letters for high-class performance

Professional Experience

New York Life Insurance 10/2018- 12/2018

Call Center Agent

Answered up 50+ inbound calls a day

Assisted customers on life insurance questions and updates via phone

Responsible for updating customer profiles with new/ additional information after completion of calls

Charles Schwab 7/2017-9/2017

Financial Representative

Worked in a call center environment

Processed distributions/withdrawals

Quoted stocks on the stock market

Processed money movement transactions

Studied for Series 7 licensing

FIDELITY 7/2015-6/2017

Money & Asset Movement Rep. II

Managed money coming in and out of Fidelity via Manual (Non-ACAT) & Electronic (ACAT) system

Worked in a call center environment inbound/Outbound

Answered TOA email inquiries, processed claims, escalation files

Processing & Administrative support duties using Microsoft Word & Excel

Used fax/copier/print machines to process reclaim letters

Wells Fargo Bank

Telephone Banker 1 3/2014- 2/2015

Provided exceptional banking customer service and sales

Answered inquiries over Debit cards, overdrafts, fraudulent activity claims

Answered incoming and outgoing customer calls

Credit Management 11/2012-02/2014

Debt Collector

Responsible for debt Collections and meeting sales goals

Thrived in a fast paced call center environment

Made collection calls


McKinney High School 6/2011

High School Diploma

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