Wayne R. Brown
Wethersfield, CT 06109
Customer Service Professional experienced in Life Insurance or Annuity Products, skilled in conveying complex insurance terminology in an understandable manner. Strengths include resolving client concerns through written, verbal and online communications; building strong working relationships with internal and external colleagues. EMPLOYMENT HISTORY
2015 – COMCAST, Enfield CT
Customer Care Representative (Technical Repair)
• Interact daily with customers by using exceptional communication, interpersonal and problem solving skills.
• Provide technical assistance for television, billing and selling new products and services.
• Utilizes sound judgment, strong tact and diplomacy as a front line customer resource.
• Resolve customer complaints/concerns through active listening, empathy and professionalism.
2013-2014 C. H. ROBINSON WORLDWIDE, INC. Cheshire, CT Operations Representative
Ensure operational excellence by supporting both internal & external customers.
Assist the sales team with managing carrier information and providing accuracy of load information within a customized software system.
Track and trace truckload shipments, make appointments and communicate daily with carriers and sales representatives to ensure on time departures/arrivals.
Provide customer service to carriers and customers on a daily basis. 2011-2012 SYMMETRY PARTNERS LLC, Glastonbury, CT
Customer Service Representative
Provided technical assistance to advisors throughout the United States on diversified retirement income portfolios and accounts.
Handled daily customer/advisor inquiries for individuals, pension plans, endowments, foundations and institutional clients.
Conveyed complex information from internal departments to advisors on a daily basis within the required timeframe to adhere with SEC guidelines.
Utilized Microsoft Windows, Excel and company software to communicate information to clients by e-mail, phone or written correspondence.
Maintained and developed strong relationships with various custodians and field office representatives to achieve above average results.
Prioritized multiple service requests to provide service consistencies to multiple field partners.
Wayne R. Brown [2 0f 2]
2010-2011 TRUGREEN LAWNCARE, Rocky Hill, CT
Sales Representative/Lawn Technician
Generated new revenue primarily via neighborhood based face to face sales methods.
Initiated new sales revenue of full lawn and/or horticultural services, including partial or expanded programs.
Serviced 15 – 25 accounts per day in an assigned territory.
Responsible for performing regular lawn applications and daily service calls.
Conducted daily lawn analysis and responded to specific customer needs and requests. 2007-2009 MASSACHUSETTS MUTUAL LIFE INSURANCE COMPANY, Enfield, CT Annuity Service Representative
Processed and executed transactional service requests within established time standards to maintain SEC guidelines.
Managed financial and non-financial transaction requests by policyholders, internal business area representatives and field agents.
Successfully completed periodic training to comply with SEC guidelines while providing exceptional customer service.
Accurately executed changes in annuity distributions as requested by policyholders on a daily basis.
1996-2007 LINCOLN FINANCIAL GROUP, Hartford, CT
Client Service Consultant
Provided personalized service to a variety of customers in a complex environment covering multiple products and markets.
Performed detailed analysis of policy owner inquiries involving research, problem resolution and payment allocation/audits.
Initiated resolution to customer and distribution channel inquiries including retaining existing business and providing conservation information to clients and field agents.
Subject matter expert for associates in compliance, sales, call center and commissions departments, as well as other areas to ensure accuracy and quality of written/verbal inquiries.
Designed and implemented departmental training program and established procedures across multiple lines of business during merger transition.
Received recognition awards for outstanding customer service related issues.
Identified potential problems and referred to business analysts for review and testing. CERTIFICATIONS
State of Connecticut, Department of Environmental Protection: Pesticide Applicator Commercial Operational Certificate License No: O – 39807 Effective: July 23, 2010 to January 31, 2015 EDUCATION
B.A. Economics, University of Hartford, Bloomfield, CT