Joan F. Arens

972-***-**** ***** Paul Plaza Apt 1016 Omaha, NE 68154 ado54t@r.postjobfree.com

Education

Bachelor of Arts Degree University of Nebraska, Lincoln, NE

Major: Psychology Minor: Criminal Justice/Sociology

Experience

Lincoln Financial Group Claims Examiner II / Client Service II 10/2017 - Present

Providing excellent customer service and information on short term disability claims, long term disability claims and life claims. Documents customer interactions in appropriate systems on every call. Updating client’s information and keeping the clients informed in all aspects of their claims and complying with privacy regulations. Providing accurate, timely and more complex research, and meeting the customer's needs through problem resolution. Exceeding company’s quality and production standards.

Bank of America Officer/Executive Escalation Advocate/Customer Service 2/2010 – 8/2017

Providing ownership of client solutions and held accountable for first call resolution of customer needs, sales, and fulfillment of all requests. Strong product knowledge and ability to deepen and retain relationships through service and sales. Chosen to do several mortgage related projects handling written correspondence, property claims escalations, research for the office of the president, correcting escrow problems and resolving modification issues. Assisted with coaching and developing new employees to success in customer service and sales. Followed compliance with bank policy, regulations, laws and risk. Dedicated to assisting U.S Trust and Merrill Lynch clients with a positive professional attitude.

Truguard Security Appointment Setter/Sales/Administrative 3/2009-1/2010

Made high volume outbound calls to home owners and business owners to schedule appointments for alarm sales. Verified teammates appointments for interest. Reviewed contracts for accuracy before acceptance. Sold alarm monitoring by phone and did direct mail outs to prospective clients. Made collection calls to past due clients. Completed general office duties efficiently.

Ranger American / GPS / ASG Call Center Manager & Sales 4/2005-3/2009

Responsible for recruiting, training, production, motivation, and accurate payroll for call center employees. Set appointments from internet leads and new home listings. Confirmed all leads for accuracy and interest. Sold monitoring contracts and followed up with customer service calls. Sold refusal sales by phone. Answered customers calls and problem resolutions for all the divisions nationwide. Completed lead generation, sales reports, and held accountable for daily sales production and maintaining the call center.

Sparkman Hillcrest Funeral Home Family Service Director 3/2003-12/2004

Assisted families with pre-need funeral arrangements and advised families with at need situations. Prepared accurate documentation for records, and encouraged future clientele for the company, with trust accounts, insurance contracts and property sales for the cemetery. Did after care follow-up with families to assure complete satisfaction and help with closure.

Silverleaf Resorts Recruiter/Trainer/Team Manager/Sales 10/1998-3/2003

Established clientele connections with community resources, including job fairs, media, and local colleges. Conducted large volume interviews and evaluated applicants with a specific selection process. Developed and organized training classes to educate customer service representatives. Prepared accurate reports and statistics for review. Developed and trained a team of 40 employees, and held accountable for production and accurate reports. Motivated representatives to success. Traveled to clientele and educated them on benefits of ownership and persuaded clientele to upgrade their packages. Collected down payments and accurately completed loan contracts. Dedicated to reaching company quota and sales goals. Communication and self-motivation were critical to success. Earned consistent top sales honors.

Skills

Team player with strong work ethics

Excellent verbal and written communication skills

Conflict resolution, problem solving and decision making abilities

Highly motivated and with a very positive attitude

Detail orientated and accurate

Strong ability to inspire, motivate and mentor others to success

Over 25 years of management, customer service, sales, resolution and production

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