Service Representative Customer

NEIL N. NELSON Phone: 402-***-****

**** ******* ****** **** *****: 402-***-****

Omaha, Nebraska 68134 Email: ********@*******.***

QUALIFICATIONS

Work experience includes extensive customer service and sales experience, selling financial products

and services to customers.

Computer skills include Word, Excel, Access, general mainframe systems, email and Internet on PC

system.

Employment history includes a track record of proven accomplishments and promotions to positions

of increasing responsibility.

Hold a Nebraska multi-line insurance license.

Experience

Stillwater Insurance Group

Customer Service Representative October 2015 to September 2021

Service calls and chats from applicants, agents, insureds and other third parties regarding inquires with Auto, Business Owner, Dwelling, Home and Umbrella policies and quotes.

Process policy endorsements, changes and overrides to quotes and take payments for both policies and quotes to be bound into policies.

Complete, over the phone, First Notice Of Loss claim reports.

American Red Cross March 2014 to October 2015

Telerecruiter

Contacted by telephone current blood donors to recruit for donation. Secured existing leads and developed new leads implementing donor recruitment programs to ensure an increased donor base and an adequate blood supply. Scheduled a maximum number of donor appointments each day. Developed a working knowledge of donor criteria to inform donors of eligibility. Exceeded monthly performance standards for appointments per hour, show rate and call quality.

TSYS Merchant Solutions February 2012 to December 2013

Customer Service Representative

Answered account phone inquires from merchants, performed account maintenance and terminal troubleshooting. Closed and retained merchant accounts. Escalated calls when needed.

First Data May 2010 to May 2011

Dispute Resolution Analyst II

Assisted cardholders with Dispute Resolution on behalf of Issuers complying with Regulation E guidelines

initiating first-time chargebacks applying Visa/MasterCard regulations.

Maintained knowledge of changes in Visa/MasterCard regulations and Issuer requirements.

Independently evaluated and researched dispute cases using sound decision-making with attention to detail,

organization, time-sensitivity, exceeding departmental quality and production standards.

Central States Indemnity August 2009 to February 2010

Benefits Processor – Bank of America Unit

Processed high volume of Bank of America credit card protection claims in a fast-paced call center environment.

Multi-tasked reviewing claims for Life, Hospital, Disability, Involuntary Unemployment, Family Leave and Life Events, processed benefits using Bank of America approval guidelines, answered cardholder phone inquiries regarding documentation and payment cancellations. Contacted third parties to obtain and verify cardholder employment information.

Adhered to departmental standards for production and quality with attention to detail.

Experience (continued)

Mutual of Omaha August 2008 to February 2009

Customer Service Representative – Producer Services

Answered phone inquiries regarding Mutual of Omaha agent status for hierarchy transfers, new agent and entity appointments or the addition of new Mutual of Omaha products.

Determined and communicated additional information needed to complete new Mutual of Omaha agent appointments or hierarchy transfers.

Maintained knowledge of and applied Mutual of Omaha agent hierarchy and transfer rules for Life and Health products, individual state appointment regulations and long-term care continuing education requirements.

Utilized Lotus notes, Mutual of Omaha Appointment and Licensing and other database and document retrieval

systems.

InfoUSA December 2006 to August 2008

Data Research and Analysis Associate - Database Operations - July 2007 to August 2008

Promoted from Teleresearch Associate to Data Research and Analysis Associate.

Performed all business and support functions associated with collection of data used in

specialty databases.

Major duties included quality assurance functions and data evaluation.

Other duties were monitoring scheduled specialty database processing, preparing information for other

departments, researching inquiries and coordinating with other departments during testing to validate

requirements.

Maintained archived information for reference purposes and develop or update documentation as needed.

Determined causes for operating errors.

Utilized Microsoft Office, Excel, Word and Access and knowledge of production processes and quality

control methods with attention to detail.

Teleresearch Associate - Database Operations - December 2006 to July 2007

Made outbound calls to businesses throughout the United States verifying and updating business

information exceeding production and quality assurance standards adhering to guidelines.

PayPal December 2001 to December 2006

Complaint Resolution Analyst - Complaint Resolution Department - May 2002 to December 2006

Promoted from Member Services Department to Complaint Resolution Analyst.

Reviewed and attached customer responses to Buyer Complaint cases. Closed Buyer Complaint

cases and restricted accounts.

Member Services Representative - Member Services Department - December 2001 to May 2002

Answered inbound account inquiries.

Assisted members with account restrictions, transaction and Buyer / Seller Protection questions

as well as deposit and credit card registration issues.

Exceeded production and quality standards.

EDUCATION

Accounting Specialization - UNIVERSITY OF NEBRASKA AT OMAHA

Coursework included Auditing, Advanced Auditing, Advanced Federal Tax, Advanced Business Law,

Governmental Accounting, Advanced Managerial Accounting and Advanced Financial Accounting

Chapter Officer (Report Secretary) - Beta Alpha Psi Honorary Accounting Fraternity

Bachelor of Science - ILLINOIS STATE UNIVERSITY AT NORMAL

Major: Business Administration Minor: Economics GPA 3.24 / 4.00

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