Customer Service Call Center

Qualifications Summary

Life, Health, Property/Casualty, Annuities – VA state license, AAI designation, CPCU candidate experienced in leading team, departmental and company objectives and developing individuals in their professional and personal endeavors.

25+ years licensed property/casualty agent, Recently Licensed Life and Annuities Jan 2016, health 2020, CPCU, 30+ years management, cost accounting. All Microsoft Office products, advanced Excel certification. Long term experience with creating, maintaining manuals for systems and training. Developed metrics for departments based on new data for pilot teams, and historical data for established service functions. Prior to GEICO compiled information on policy, reporting requirements for Governmental Contracting Expense reporting. Liaison to overseas systems support crew for cost accounting/expense reporting.

Managed licensed agents and management candidates – training, coaching and mentoring, performance management. Liaison to partner companies.

P & C AII designation/CPCU candidate, Life, Health and Annuities, VA license 565924, NPN 1307172

Notary #7983776

NMLS 2319554

Experience

Atlantic Union Bank July 2018 – May 2022 FT 40/wk

Universal Banker/ Lead . Responsible for Opening accounts, advising prospects clients on products services best suited for their specific situations. Account maintenance, customer service. Also responsible for teller transactions, reconciling cash drawer, issuing cashiers checks, stop payment on ACH and checks, initiate fraud research and other duties assigned. Lead position includes maintaining/reconciling vault, preparing cash orders and shipments to/from money service (Brinks/Loomis) receiving and verifying those shipments. Electronic wire transfers, zoom meetings/appointments, General and specialized customer service. Responsible for various reports, reporting for the branch. Generating and approving wire transfers through GFX, observing/coaching tellers and looking for processing and interaction improvement. Reviewing/Processing loan applicants to underwriting guides for determination of eligibility for various loan products. Branch opening and closing. Assisting personal and business clients with various applications, business needs, various service of business accounts. Offering value added products/services that may benefit the customers and prospects as appropriate. Outbound calls to touch base with clients whether to promote or just maintaining the existing relationship.

Lowe’s Home Improvement Jun 2016 – July 2018 FT 40/wk

Various sales and customer service responsibilities. Work with customers to complete Home Décor initiatives. Coordinate having measurements completed, consult and make recommendations on design and product selection and completing contract for installation of home fashions. Follow up with vendor and installers when necessary. Cashiering, promoting credit accounts, selling all products and services. Assisting customers with their home improvement projects, determine needs and best solution for various stages. Suggest value added products based on individual needs through targeted questions. Assist associates with new system transition and existing electronic office products. Track and complete reporting for inventory.

Destiny Insurance Group, LLC Jan 2016 – Present PT 5 hrs/month

Independent broker life/annuities/children’s policies. Part -time business. Specialist for high risk clients. Assess risks, underwrite through various companies to determine best product for the client. Underwrite and offer placement and secure life insurance, financial options for clients.

GEICO May 2014 – Jan 2016 FT 40 hours/wk

Senior insurance Agent specializing in property insurance for coastal properties including Florida, New York and New Jersey, South Carolina. Review clients’ policies, make recommendations for coverage, evaluate inspections and underwrite risks.

GEICO Oct 1997 – May 2014 FT 40-60/wk

Supervised a team of agents in both a call center and specialized research unit. Experience with all levels of management, unit development, goal setting, quality assurance, performance monitoring, coaching, payroll, HR functions, evaluating/setting and implementing rewards program, account profile/password maintenance. HR functions in addition to normal management of direct and indirect reports including interviewing candidates at employment fairs and throughout normal hiring processes. All levels of interviewing and job offers, disciplinary actions for direct and indirect reports. Liaison to partner companies responsible for creating and maintaining training/underwriting material for agents, resolution to billing and underwriting matters. Created and maintained Access databases to track research items and write off’s. Created, implemented and managed incentive program for service department (approximately 200 agents). Created more automated coaching system that was more conducive to a call center environment. Improved team results by 40% in some areas and 35% overall. HR shadowed me/my unit to observe our process. This was then rolled out to the entire company.

GEICO Nov 1996 – Oct 1997 FT 40-50/wk

Team liaison to Travelers for agency partnership, specialized in underwriting and billing matters. SME for billing, systems and training materials. Lead liaison for billing research team. Managed weekend team of licensed agents. Created manual for Travelers billing systems for GEICO agency team. This involved reviewing Travelers full manual and extracting any auto proprietary information so that we were only disseminating information pertaining to the specific products we handled.

GEICO May 1995 – Oct 1996 FT 48/wk

Licensed insurance agent responsible for maintaining customer records, servicing and procuring necessary coverage for clients. Created procedure manual for GEICO homeowner products (which were phasing out). Worked with team leads at Aetna (Travelers) to resolve billing disputes and develop training materials for the newly formed Property Agency.

AGL Marketing Oct 1991 – May 1995 PT 20/wk

Computer/technical support for private marketing company. Responsible for tracking inventory of products ordered for various retail department stores through excel. Maintained spreadsheets to track, order and analyze products and productivity of household products placed in large retailers primarily in Northern Virginia. This included maintaining a sample inventory and determining product mix and changes. Some demonstration work (very little).

Giant Food Oct 1991 – May 1995 FT 30-35/wk

Pharmacy and cashiering responsibilities. Assistant pharmacy tech responsible for filling, reviewing patient information and medication for customers. General customer service including maintain a cash drawer and assisting in location and recommending of certain OTC drugs. Also maintained front end cash register displays for various convenience items such as magazines, candy and marketing of other items. This included responsibility for ordering periodicals (magazines), returning unused inventory and marketing of such. Traveled to various stores for leading team in resets of front-end marketing materials/products.

HFSI - Honeywell Federal Systems, Inc (McLean VA) June 1988 - Oct 1991 FT 40/wk

Cost accounting - compiled and maintained information on policy, reporting requirements for Governmental Contract Expense reporting. Created manual which detailed allowable expenses and gifts received. This detailed the various rules, regulations and guidelines for expenses related to overseas and domestic IT support staff expenses. Liaison to overseas and domestic systems support crew for cost accounting/expense reporting. Provided assistance to IT support team members through answering questions, and instructions on for their expense reporting. Processing of expense reports, reimbursement for certain allowable expenses and reconciling expenses against budgets for individual and team roles.

Education

The Institutes 1995 - 2015

AII designation, CPCU candidate Matriculated – 2 courses left (equivalent of Master’s level degree in insurance).

UMW/ Germanna Community College 1997 - 2003

Continuing Education/Business

NOVA 1988 - 1995

Business Admin

North Stafford High School 1984 -1988

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