Customer Service Associate
Resume:
Hoover Al, *****
Phone 205-***-****
**************@*****.***
Andrea Frierson
Summary of qualifications
Detailed oriented
Employee Development/Training
Excellent written and oral communication skills
Excellent computer skills
Team Building
Ability to make independent decisions
Effectively communicates with business areas within the company
Implements new processes and procedures
Professional Experience
May 2017-Present Protective Life Insurance
Manager
Policy Revisions
Responsible for three sub teams (Submit, Issue, and Case Management)
Responsible for monitoring the ACD phone line for Policy Revisions
Responsible for the Monthly Ops reporting and Staffing Model Reports
Develop, and motivates team members to do the work required to meet established productivity and quality standards
Drives and Promotes continual process improvement
Participates in the process of recruiting, selection, salary and incentive review, promotional decisions
Coordinates key staff functions with other team members and resources to ensure work requirements and department work unit needs are met
Establishes relationships and drives communications to facilitate open dialogue and trust
Makes key decisions by thinking clearly and logically, probing to find the key issue and by exercising good judgement
Establishes one on one meeting with employees
Provide growth opportunities to employees by ongoing learning and development
August 2014-May 2017 Protective Life Insurance
Training Coordinator II
Policy Revisions
Responsible for New Employee Onboarding
Designs Training Modules for all teams and functions; including Conceptual Training Material, Product Training, and Illustration Training
Conducts One-the-Job and Classroom Training
Manages Quality Audit Program
Manages Employee Checking Program (Employees Learning New Skills)
Assist Manager in completing 30,60,90 Day Employees Reviews
Manages and Maintains Skill Inventory List
Conducts and Maintains Needs Assessments
Creates and facilitates training for Acquisitions
Manages Policy Revisions Knowledge Management
October 2010- August 2014 Protective Life Insurance
Training Coordinator I
Shared Services
Provide product/system training to new and existing employees
Work with Project Managers, Department Managers, Business Analysts, Operational Analysts and Business Units on new Technology/Acquisitions within the Company
Provide AAAD phone training to Business Units within Protective Life
Responsible for creating job aids and documenting training materials for Call Center Manual
Performs quality audits for existing and new employees
Provide refresher training to employees Perform skill assessments for employees
2007- 2010 Protective Life Insurance
Customer Service Associate III
Insurance Administration
Trained new employees on processes and procedures
Processed daily cash deposits and payments
Processed bank draft set ups, stop payments
Serviced customers on complex banking transactions
Responsible for researching bank errors
Reconciled customer complaints
October 2008-March 2010 Protective Life Insurance
Client Service Analyst II
Policy Holder Services
Answered front line calls from customers, brokers and agents
Processed policy loans
Trained new employees on systems and products
October 2004-October 2008 Protective Life Insurance
Customer Service Associate III
Policy Holder Services
Processed daily cash deposits and payments
Processed bank draft set ups, stop payments
Processed transfers and allocations for Variable Life policies
Processed all administrative requests for Variable Life policies
November 1998-October 2004 Protective Life Insurance
Customer Service Associate I
Acquisitions Administration
Provided training to new employees
Answered front line calls from customers, brokers and agents
Assisted with the monitoring calls for quality assurance
Processed service team transactions as needed
Education
Dialed In (Certification)- May, 2011
Protective Life
MBA (Masters of Business Administration)- April, 2010
University of Phoenix
MHR (Masters of Human Resources)-August, 2006
University of Phoenix
Loma Level 1- November 2002
Protective Life
Bachelor Of Science- Sociology/Psychology
May, 1997
Stillman College
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