Customer Service

Terry L.T. Pagan

Hollywood, FL ***** 954-***-**** **************@*****.***

Summary

** **** ********* ** *** Enforcement.

Civilian Administrative Assistant 7 years in a high energy employment environment. 23 years Supervising, Training and managing sworn staff operations police horses, supervising staff of 5 civilian employees. Performing and overseeing all training activities of all personnel. Offering experience working with diverse personnel base and delivering exceptional results. Polished in managing client relations, liaising with internal and external management offices & managing all vendor relationships. Maintain high level of communication between all levels of police department officials and associated offices. Dedicated employee with solid background in high-volume office environments focused on delivering exceptional professional, operational support. Upbeat individual with friendly demeanor and sound judgment to handle diverse daily tasks with minimal oversight. Superior conflict resolution ability with personnel, vendors and related clients. Well-versed in managing clerical duties, office machines, supplies, paperwork and project needs. Also managed cash intake, collection, deposits, accuracy verification, night drop. Handles in going & outgoing mail, distribution, correspondences and proper delivery to all departments.

Bank Teller with 7 years of cash handling experience, assisting customers to meet financial needs and referring customers to partners. Personable and friendly communicator talented in building rapport with customers by offering to assist in answering questions and providing details of product and service offerings. Driven to maintain confidentiality of bank records and client information. Organized and detail-oriented Floating Teller with extensive cash handling. Astute and articulate professional providing well balanced and strong communication skills, sales experience and deep knowledge of account resolution. Skilled Floating Teller, drive through efficiency, vault associate counting large volumes of currencies. strong people skills to customer interactions. Works well in team environment. Honest, hardworking demeanor paired with accurate money-counting. Expertly meets new challenges with attention to complete customer satisfaction and team spirit. Meets all assigned tasks with enthusiasm, efficiency and effectiveness. Licensed Life/Health/Annuities Insurance Agent

Fl State License #W579256 inactive

NPN ##19226818

Dedicated employee known for punctuality, pursuing employment options where good customer service and positive attitude will make a difference.

Flexible hard worker ready to learn and contribute to team success. Outgoing student pursuing flexible part-time employment with weekend and evening shift options. Skills

Data entry documentation

Transporting files

Memo preparation

Mail management

Check processing

Cash deposit preparation

Account balancing reconciliation

Document retrieval

Recordkeeping and bookkeeping

Confidential document control

Training and development

Self-starter

Phone call answering

Meticulous attention to detail

Training and coaching

Strong problem solver

Customer relations

Appointment scheduling

Proposal writing

Accounting skills

Sensitive material handling

Workers' compensation knowledge

Accounting support

Business writing

Staff training and development

Attendance records preparation

Staff motivation

Proofreading

Dedicated team player

Conflict mediation

Understands grammar

Multi-line phone systems

Recruiting

Office equipment maintenance

Experience

FLORIDA LICENSED INSURANCE AGENT 06/2019 - 01/2021 NAA Alliance - Miami, FL

Engaged customers and provided high level of service by carefully explaining details about documents. Analyzed customer needs and provided best options, upselling products and services. Supported customers with individualized support and broad knowledge of company products to bring targeted services to individuals with varying needs.

Received underwriting approvals after accurately completing applications for insurance coverage. Coordinated appointments and consultations with clients to identify individual needs and gain better understanding of overall financial situations.

Cultivated lasting professional relationships, which created continuous client referral streams within teams Upsold products to policyholders and potential new clients. Pursued continued professional development through insurance workshops, course and webinars. Offered policy guidance and management to promote asset protection. Generated new leads and identified potential clients by using successful direct marketing strategies. Offered insurance cross-selling opportunities to increase sales ADMINISTRATIVE ASSISTANT 09/2002 - 06/2009

City of Miami Police Dept Off Duty Employment - Miami, FL 200

Established and maintained variety of automated and manual files and records. Assisted with clerical duties at city hall by performing copying, scanning, faxing and data entry tasks and scheduling appointments.

Prepared reports, correspondence, executive summaries, agenda and agenda packet materials and processed mail and routed correspondence to correct office or department. Typed and proofread correspondence, distributed and filed official forms and scheduled appointments. Assisted in preparing ordinances and resolutions proposed by governing body for approval, notified legal organization of meetings, dates and times and distributed communications to appropriate parties. Supported municipal operations by processing financial transactions, reconciling vendor invoices, delivering on-call clerical support to district offices and assisting with month-end accounting. Prepared and maintained township accounting documents and records, entered financial transactions into database, reconciled transactions promptly and administered billing and invoices. Administered permits for dog licenses, live music, events and businesses. Answered face-to-face and telephone requests for information about warrants, citations and other court documents or procedures.

Examined legal documents and assured adherence to laws and court procedures. Received and submitted payments for fees and fines, accurately tracking amounts, issuing receipts and updating computer systems.

Verified application data and account information against legal documentation to determine accuracy and integrity.

Verified document authenticity to process license application. Stocked counters with forms, film and license supplies to maintain inventory levels. Assembled photographs with printed license information to produce completed documents. Investigated past and current licensees to perform record checks. Contacted applicants about application statuses, obtained additional information and conveyed acceptance or denial of licensing.

Prepared lists of overdue accounts, license suspensions and issuances. Recorded vital and fiscal records and accounts.

Trained other clerks in data verification, application requirements and document preparation standards to meet demands of more than 300 daily visitors.

Evaluated applications and assessment results to determine eligibility and acceptance. Issued permits and licenses for marriages, fishing, hunting and dogs. Prepared and managed city clerk division budget, forecasting necessary funds for staffing, materials and supplies. STABLE ATTENDANT SUPERVISOR 11/1981 - 06/2009

City of Miami Mounted Detail - Miami, FL

Maintained equipment with preventive maintenance and repairs. Cared for livestock and monitored health and living spaces. Monitored and maintained stables property day to day Monitored grounds and reported damage or issues to supervisor before making repairs. Prepared horses for travel.

Deliver & retrieve horses to & from assigned locations Groomed horses daily before & after assignments

Supervise training & daily exercises of horses

Supervised day-to-day activities of ranch.

Closely monitored and recorded behavior, trying and health of horses Trained new workers on safety and maintenance procedures. Provided water, food, vaccinations and healthcare for approximately 21 head Monitored individual health and informed police staff of issues. Managed daily schedules for special events and regular exercises Maintained hoofs and general health of 21 horses 365 days every year. Cared for sick and injured horses and planned, scheduled and monitor veterinary visits. Informed police staff of malfunctioning equipment and tools needed for daily routines, enabling quick, efficient remediation to keep workers engaged.

Scheduled training for riders on specific horses.

Trained and hired civilians in specialized work.

Educated employees sworn & civilian on procedures and safety protocols to go without accident. Assisted veterinarian with treatment of wounds, vaccination administration. Prepared and labeled medications and instructed personnel on administration. Restrained and stabilized animals during examination and treatment to prevent injuries. Performed physical examinations and recorded weight, temperature and other vitals. Monitored vital signs during incident recovery and notified veterinarian of changes. Isolated animals with potential contagious diseases to reduce infection risks and monitor disease presentation. Oversaw disinfection of areas and surfaces contaminated by disease-carrying organisms. Documented onset of disease symptoms, disease progression and recommend treatment NIGHT CUSTOMER SERVICE ASSOCIATE 10/1991 - 06/1996 Bill Kelley Chevrolet of Hollywood - Hallandale, FL Supported customer service goals and enhanced relations through friendly, knowledgeable and positive communication.

Delivered fast, friendly and knowledgeable service for routine questions and service complaints. Educated customers on special pricing opportunities and company offerings. Documented conversations with customers to track requests, problems and solutions. Assisted customers in making payments on accounts and setting up payment plans. Upheld strict quality control policies and procedures during customer interactions. Supported company and clients, including addressing inquiries, resolving issues and managing customer relations. Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.

Built client rapport while accurately processing repair documentation and troubleshooting technical discrepancies through completion.

Confirmed delivery of orders and troubleshot missed delivery dates, shortages and overages. Met and exceeded productivity targets by handling every interaction with top-notch customer service. Handled large amounts of cash and balanced cash drawer daily within prescribed balancing guidelines. Secured client retention by driving service and product benefits, features and recommendations around clients' needs.

Organized and prioritized tasks and activities and worked within strict timeframes and deadlines. Reviewed account and service histories to identify trends and issues. Relayed productive customer feedback to marketing teams. Shared detailed information regarding options to help customers make decisions. Consulted with customers regarding needs and addressed concerns. Reduced process gaps while training new hires on products, software, operational best practices and store protocols. Executed on-time and under-budget project management on complex issues while updating customers on technician availability.

BANK TELLER ASSOCIATE 11/1974 - 07/1981

United National Bank of Miami - North Miami Beach, FL Assisted customers by phone and in person by answering banking questions and recommending solutions. Processed sales transactions to prevent long customer wait times. Opened new accounts and served existing customers based on individual financial needs. Promoted and sold banking products and financial services. Maintained filing systems and other daily administrative and clerical support tasks to facilitate loans, deposits and account services.

Maintained confidentiality of bank records and client information. Researched and resolved customer issues on personal savings, checking and lines of credit accounts. Ordered checks, placed stop payment orders and conducted additional special services for customers. Adhered to financial services security and audit procedures. Trained employees on cash drawer operation.

Met or exceeded sales goals by promoting bank products and services in customer interactions. Identified and reported suspicious behavior to security personnel as appropriate. Directed specific questions to appropriate branch personnel. Opened new checking, savings and lines of credit for customer accounts. Entered member transaction data into online banking software. Assessed daily reports and generated notification letters to delinquent account holders. Handled cash transactions, balanced cash drawers, performed loan payments and issued cashier's checks. Cashed customer checks, verified identification and checked account balances in accordance with bank policy. Performed basic administrative tasks regarding banking products by handling phone calls, inquiries and emails. Kept teller window areas clean, organized and fully stocked. Reconciled cash and checks against computer records at end of shift. Responded and assisted customers with account inquiries and updates. Education and Training

State of Florida Licensing Online Training - Ft. Lauderdale, FL Florida State 2-15 Life/Health/Annuity Sales Life/Health/Annuities Sales, 06/2019

Did not complete 3rd year coursework required for Associates Degree in Criminal Justice. Completion interrupted by extended family illness

Dean's List Honoree two years

Maintained 4.0 GPA

Over entire course of 29 years of employment multiple coursework related fields achievement awards, certifications, & required human resource mandatory training

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