Call Center Customer Service
Resume:
Angela Susan Lester
*********@***.***
Work Experience
Cuttingham & Butler
Account Manager
•Provide high quality service to life insurance customers, brokers, and life insurance staff in a call center.
•Provide prompt response to questions and requests, online portal issue resolution and subscriber service requests when necessary.
•Conduct initial customer orientation for new group administrators Maintain business relationships with the product vendors.
•Identify opportunities for improvement in service delivery and operating efficiency.
Blackhawk Acquisitions (formerly Dealer Marketing Services)
Mail House Support Coordinator
12/2010 – 08/2019
•Responsible for set up and production of our aftermarket lead generation products.
•Maintain business relationships with the product vendors.
•Actively work with the developers on product changes and new products.
•Work with fulfillment houses for the production of our letters, gross profit forecasting, end of month billing, and end of month gross profit reports.
•Buy both credit and non-credit data for our automotive dealerships from various credit vendors and import into software so they have access to contact.
•Supervise the work of office, administrative, or customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems.
•Keep accurate and up to date Excel spreadsheets of various purchasing reports.
Customer Contact Solutions (Call Center) I First-Line Supervisors of Office and Administrative Support
7/2007 – 7/ 2010
•Coordinated activities with other supervisory personnel or with other work units or departments.
•Researched, compiled, and prepared reports, manuals, correspondence, or other information required by management or governmental agencies.
•Recruited, interviewed, and selected employees.
•Prepared and issued work schedules, deadlines, and duty assignments for office or administrative staff.
•Discussed job performance problems with employees to identify causes and issues and to work on resolving problems.
•Provided employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes.
•Resolved customer complaints or answered customers' questions regarding policies and procedures.
Education
Northeast Iowa Community College I Peosta, IA
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