Agent Call Center

Frank Nicholas Rossani

**** **** **. ** - ********, NY 11214 • 718-***-**** • ************@*****.***

OBJECTIVE

• Seeking to utilize my 30+ years of experience in retail, call center and customer service with a background in Insurance, Health and Finance to benefit your company as required.

SKILLS

• Professional work ethic with over 30 years experience in dealing with customer satisfaction

• Office Management and Client Relations Experience

• Outstanding written, Communication skills and phone skills

• Excellent Problem Solving Skills With the Ability To handle Multiple Tasks Simultaneously

• Highly Organized and Integrated with Ability To Take Leadership and Initiative

• Practical and Output focused

• Strong PC Skills, Excel, Power Point, Word, etc.

• Writing, SEO, Wordpress, Research, Network Configuration, Tech Support, System Administration, etc

EXPERIENCE

Director Of Operations - Bulls To Bears International Inc. - 8/2004 to Present

• Supporting the call center to increase sales and revenue

• Recruited, hired and trained 40+ associates, developing them into productive team members

• Coordinated schedules and training programs for the companies staff

• Planned and Implemented sales material to ensure they meet company standards and deadlines

• Handled opening of new accounts as well as renewing customers memberships

• Developed and managed long term customer relationships, scheduling, and conducting meetings with 100’s of clients who needed guidance and consultation

Life Insurance Agent Call Center - SBLI Life Insurance - 10/2001 to 8/2004

• Responsible for writing and servicing personal and family insurance policies. Including client dispute resolution, and handling cash deposits.

• Assisted new and existing customers with their insurance needs. Process endorsements; provide evidence of insurance to customers.

• Seamlessly handled a high volume of inbound calls regarding our insurance products and services. Listened and connected with customers to understand their needs and resolve any issues they expressed.

• Assisted customers with quotes and inquiries and claim's questions and took care of all office activities.

• Explained product features and service advantages to existing and potential customers.

• Constantly improved customer’s service satisfaction through analyzing of reports and advised resolution for any conflict, issues and concerns.

EDUCATION (GED /Some College)

• High School Equivalency Diploma (GED)

• Monroe Community College (Rochester NY) - Criminal Justice

• Kingsborough Community College (Brooklyn NY) - liberal Arts

PREVIOUS CERTIFICATIONS

• NYS Life and Health Insurance Licenses

• Series 7, Series 62 and Series 63 Financial Brokerage Licenses

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