Cynthia L. Gilles

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

Oak Forest, IL 60452

708-***-****

Objective:

Looking to utilize my Customer Service and Management Skill along with my prior work experience for a Remote friendly fast paced Organization.

Highly motivated hard-working individual that enjoys the quietness of working from home, I like to be challenged to meet goals and objectives set before me and will complete the task at hand within a timely manner with accuracy.

Education:

Computer Skill includes MS Word, Excel and PowerPoint, Messenger, Chat, The Cloud and various other programs or applications, Five9 Software, Employer Portal, Outlook

Property & Casualty Insurance License.

Continuing education to maintain a commercial insurance license.

Supervisory Skills training management courses. Ran as Alternative Delegate for District 1 Illinois Presidential elections 2016 Medical Billing and Coding License acquired 2017

Experience:

Shiftsmart -Customer Service Representative/Call Center - Supervisor

Remote Work

August 2020 to Present

Political Surveys - Dynata outbound calls.

Customer Service Rep. -TopGolf Project inbound calls.

Support Team liaison between Shiftsmart and TopGolf Emails and monitoring Representative calls.

Customer Service Supervisor.- Managed partners on calls, training and development,coaching.

Managing shift release based on calls in Queue and forecasting for next day's shifts. Complete Call Volume Reports ASA, AHT, and Abandon Rate to manage client goals. Auditing calls and meet one on one with partners to help where there is needs for improvement. Message partners throughout the day with questions and payment issues. Live listening and directing partners on how to handle calls properly. Pre-shift meetings Three times a day to go over updates with partners. Present new ideas to managers to run more efficiently with accuracy. Work with Clients on TopGolf Project to ensure we are meeting the outlined service goals in the contract and following up with complaints with guests about partners, coaching them or removing them from the project.

Experience:

Near North Insurance Agency – Account Manager

Chicago, IL

April 1994-February 1999 (July 1997 to February 1999 worked from Home)

Property, Casualty & Workers Compensation Commercial Insurance Sales.

Account Manager for Commercial Package Policies.

Managing client’s questions and insurance changes on a daily basis; customer service.

Internal office communication with the marketing and claims department.

Prepare proposals for clients and make sales calls.

Managed Insurance needs for ChicagoLand Restaurants and Major League Baseball, as well as Atlanta Braves, New York Yankees, Chicago White Sox’s, Chicago Bulls and the Berto Center.

Fireman’s Fund Insurance Company – Commercial Lines Rating Supervisor

Chicago, IL

April 1986 – April 1994

Commercial Lines Supervisor for the Insurance Rating Department.

Supervisor of 23 employees.

Completed Budgets and objectives for the commercial rating department.

Interviewed and trained new employees.

Completed performance appraisal for all employees -annually.

Responsible for Quality assurance and timely accounts receivables.

Great American Insurance - Rater

Chicago, IL

April 1985 – April 1986

Commercial Insurance rater, calculation of premiums for property and casualty insurance, completed audits, ordered inspections reports and other reports necessary for underwriting.

Frank A. Cramsie Insurance Agency – Policy Typist

Hinsdale, IL

July 1983 – April 1985

Typist for Commercial Automobile Insurance policies, Rater for Property and Casualty insurance

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