** **** *******

515-***-****, adv0et@r.postjobfree.com Des Moines, IA

CUSTOMER SERVICE PROFESSIONAL

Results-Driven Attentive to Detail Exemplary Interpersonal Skills

Promoted quickly to escalated-call level due to ability to succeed with complex and time sensitive call issues

Demonstrated success at identifying a systemic problem and implementing a company-wide solution

Exceeded customer expectations using interpersonal skills, earning 40 pin awards for service

PROFESSIONAL EXPERIENCE

Inbound call Center Senior Processor 10/2022 on

Lance soft Temp agency Des Moines, IA

Assigned to Infosys for Ocean View INS.

Handling calls on Annuities, verifying if documents are in and if there is an issue. Quoting values, advising on partial surrender forms, amounts, and penalties. Working with Agents, clients, and Death claims. Setting up cases for documents and de-escalation of cases. Six-month assignment.

Fraud/Claims specialist 06/2022 to 10/2023

Wells Fargo Card services West Des Moines, IA

Permenate employee

In bound calls concerning fraud on credit cards and scams. Duplicate card scams, and elder abuse.

Set up cases for research and possible criminal charges.

Had to leave late shift position due to partial night blindness making it unsafe to drive home at 11:30pm eligible for rehire.

Bankruptcy-Mail support 03/2022 to 06/2022

Strategic Staffing

Assigned to Well Fargo

Verify case set up correctly.

Process mail- pull checks-determine which division they go to. Pull cease and desist orders, subpoenas death notices, etc

Customer Service

Talent Burst 11/2021 to 01/2022

Assigned to Global Atlantic Des Moines, Iowa

Inbound calls and emails from the company’s agents on the cancelling of their pension plans.

Read all payment plans and note where in each the legal right to cancel was listed.

Read and give feedback on the company letter that was sent to the agents.

Deescalated calls from angry agents.

Position ended early when the 50 to 100 calls never appeared.

Customer Service

Apideltech Temp staffing 03/20 to 03/2021

Assigned to IWD State of Iowa Des Moines, IA

Inbound calls concerning unemployment research and payments.

Filing weekly claims, assisting with claim set up. Setting up research and doing call backs.

Explaining overpayments and how to pay it.

Assigned to fact finding on protests. Calling claimants and Companies and recording their side.

Licensed Sales Agent 06/2019 to 12/2019

Select Quote Insurance Advisors West Des Moines. IA

Inbound and outbound calls selling Medicare insurance, Dental, Vision. Hearing, and prescription Drug plans.

Explaining Medicare Advantage verses Medi gap plans and how they work.

Handled enrollment of clients.

Licensed in Nineteen states.

Customer Service Professional 10/2017 to 03/2018

Raine Staffing Assigned to and hired by Equifax 3/2018-3/201 West Des Moines, IA

Handled up to 100 calls a day to companies regarding verification of employees for loans, audited returned documents for completion.

Verified employment for garnishment of wages.

Handled calls on W-2 documents, set up research and resent copies.

Customer Service Professional 10/2015 to 04/2016 -- 11/2016 to 01-2017

Aerotek Staffing West Des Moines, IA

Handled calls from clients’ staff regarding benefits, assisted them with sign- up and paycheck issues

Set up research for missing funds and made call-backs

Handled calls on W-2 documents, set up research and resent copies and password issues and resets

Expert Agent 01/2002 to 03/2015

Wells Fargo Home Mortgage Des Moines, IA

Lead the site in cross-sell for insurance for 6 straight months

De-escalated calls, explained what caused the issue, advised time frame for process

Performed tasks to complete issue, or worked with departments to carry out corrections

Handled call-backs to report resolution, or sent restitution, exceeding customer expectations

Among the first to be nominated for supervisory calls, selected to pilot, and critique new training material

Mentored new staff, providing support and training via assist line, and feedback to them and supervisors

Set up escrow for taxes and insurance and paid delinquent amounts while working with agencies to avoid penalties

Assisted other departments including written and Office of Executive Complaints

Customer Service Professional 07/2001 to 01/2002

Express Personnel Des Moines, IA

Handled inbound calls from customers for products from coffee to mortgages

Ordered credit reports and took loan applications and trained new representatives.

Ordered Payoffs and explained the process to customers; this success lead to the Wells Fargo permanent hire

Recovery Agent 08/2000 to 06/2001

Credit Bureau Enterprise Des Moines, Iowa

Collected on State taxes over 10 years old with a 65% constant repayment rate

Handled collection for medical bills for eight (8) major Iowa hospitals

Handled credit card collections made payment arrangements

EDUCATION

Associates Degree, Business

Certificates in Office and Supervision

Des Moines Area Community College Des Moines, IA

Health and Disability License 2017 Des Moines, IA

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