Customer Service Representative
Resume:
Deric L. Adger
**********@*******.***
Summary Of Qualifications
Accomplished and results-oriented customer service professional with 25+ years of demonstrated expertise in participating in service operations and business initiatives to achieve organizational goals. Comprehensive and in-depth experience in client-focused positions with the determination to deliver world-class service. Exceptional problem solver and decision maker with diverse experience in team leadership and in troubleshooting issues as well as a great record of efficiently resolving customer escalations. Organized and detail-oriented with excellent abilities in leading business-related activities, motivating staff, and devising customer service programs while facilitating optimum team performance.
Exceptional Interpersonal and Communication Skills – Proficient in promoting confidence and maintaining long-term business relationships while successfully interfacing with people from diverse backgrounds.
Problem Solving – Proven ability to troubleshoot and develop both creative and innovative solutions to difficult client challenges. Successfully manages change for improved performance and greater team efficiency.
Work Ethic and Professionalism – Solid professional standards and an excellent record of dependability. Maintains a clear focus on achieving bottom-line results while always ensuring customer satisfaction.
Professional Experience
AIG New York, NY
Pension Analyst October 2017 – Present
Provide customer service leadership to ensure that the team is using the right level of skill in handling questions so that member problems are dealt with quickly via a staff that is compliant with procedures.
Service both deferred and immediate pension eligible members regarding the maintenance, planning, and administration of their benefits. Efficiently work in conjunction with both the purchasing company and the individual member to ensure clarity on the provisions and options that the pension offers.
Operate largely in a centralized, cooperative team setting with shared information between representatives.
Promote positive relationships with members. Identify and investigate all areas of member concern.
Maintain leading quality score in meeting the needs of members and providing customer satisfaction.
Excel in member interactions by applying established policies and procedures for customer service.
Reliance Standard Life Insurance New York, NY
Customer Care Representative July 2007 – August 2017
Provided customer service in a call center environment pertaining to group life, AD & D, short and long-term disability insurance, and individual annuity policies. Primary function was to assist in the continuation of coverages and overcoming premium issues and lapses due to delayed payment issues.
Answered calls from both policyholders and individuals insured regarding a variety of issues dealing with policy language and claim statuses to renewal and rate information. Made any necessary changes if needed and utilized other departments (claim, premium billing, and underwriting) to assist with issues.
Supported and understood the frustration of customers. Made them less angry by talking to them in a caring and empathetic manner during escalated situations – addressing client issues in a timely manner.
Demonstrated ability in adhering to company guidelines to achieve best possible problem resolution.
Gained customer service skills by assisting new customers and maintaining current policyholders.
Aon Affinity Garden City, NY
Customer Service Representative January 2005 – July 2007
Answered customer inquires via inbound phone contact to achieve standards. Supported and serviced new and renewal business. Accurately explained nuances of professional liability insurance to callers.
Evaluated client needs and made appropriate coverage recommendations. Initiated claims procedures for members facing potential license issues or litigation. Completed client service requests within timelines.
Provided prompt, accurate, and friendly customer service by educating members on service packages and determining which service best suited their needs. Made outgoing calls and received calls from clients.
Utilized customer service skills in troubleshooting and resolving problems. Addressed a wide range of reported issues. Maintained, organized, and generated monthly report of all customer service issues.
Investigated and answered coverage inquiries and provided support to other members of the business unit. Clearly and appropriately documented account according to established department standards.
Regularly recruited by management when new products or services were introduced to members – leading meetings and educating staff on the features/benefits of the product or service and answering any questions.
Newborn Infusions and Respiratory Albany, NY
Customer Service Representative March 2004 – November 2004
Answered inbound customer calls from established and potential clients with needs pertaining largely to children with developmental disabilities and handicaps. Involved directly in implementation and completion of apnea and oxygen setups, discharges from hospitals, and transitions to home settings.
Verified demographics and insurance benefits, and coordinated with delivery staff setups in the home.
Trans World Entertainment Albany, NY
Customer Service Representative August 2000 – March 2004
Assisted management by motivating sales associates, controlling shortages, and in supporting the overall performance of the store. Helped in planning for effective merchandising, and display maintenance.
Fostered awareness of promotions, sales, and goals among staff. Participated in processing of shipments.
Efficiently handled all cash transactions, including refunds, exchanges, and issuances of store credit.
Resolved any immediate complaints and mediated any volatile situations between customers and associates. Undertook both opening and closing procedures, including cash handling and bookkeeping.
Beckett Medical Supply Sharon Hill, PA
Customer Service Representative January 1995 – April 2000
Was responsible for the daily order intake operations. Processed orders for durable medical equipment and supplies. Took incoming calls from providers and customers with regards to product inquires.
Coordinated a team effort to ensure that services were delivered in a quality and cost-effective manner.
Computer Skills
Microsoft Office (Word, Excel, PowerPoint, Outlook) and Microsoft Windows
Education
Columbia Southern University Orange Beach, AL
Bachelor of Science in Health Administration January 2015 – May 2017
Affiliations
Kappa Alpha Psi Fraternity Inc.
National Organization for Leadership and Success
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