Customer Service Team Lead

Melissa Bryant

**** ****** **** ******• Stone Mountain Ga 30088• Cell: 470-***-**** • adx31h@r.postjobfree.com EXPERIENCED CUSTOMER SERVICE

Customer Service /Client Driven/Team Lead

Resourceful Customer Service Advisor with background in both insurance and the collections industry. Detail-oriented professional with strong people and time management abilities. Skilled at fielding routine, complex questions, training and escalations. Expertise in:

Escalations Leadership and Training Overcoming Objections

Relationship Management Insurance Compliance Problem Solving

Self-Motivation Structured Thinking Customer Service Driven PROFESSIONAL EXPERIENCE

ASSURANT SPECIALTY PROPERTY – Duluth Ga 08/2011 – Present Customer Service Senior Rep/ Team Lead

Assurant is a fortune 500 company focusing on client satisfaction and top customer service needs. They are industry leaders in risk mitigation and multifamily housing. Core Job Duties:

Team Lead

Oversee a team of 22 customer service representatives

Ensuring that all team members were trained according to customer service guidelines

Monitor phone calls of the team for future training and quality assurance

Score call for quality assurance and follow up with team members when necessary

Meet with Executives to discuss further action on team members that were not in compliance

Listen to calibrations from clients to correct errors in future calls

Handle all escalation calls that came through the call center Senior Customer Service Rep

Service high volume inbound and outbound calls for multiple clients’ hazard insurance and property damage claims

Utilize various systems to obtain information and update insurance records

Complete analysis and resolution of customer/agent escalated issues to improve client reputation and customer retention

Record all actions taken in systems of record and communicate escalated accounts to appropriate departments

Balance work load based on business needs to prioritize special projects with daily reporting and inbound call flow

Adhere to company policies and procedures to ensure compliance with all applicable state and federal regulations

Collaborate with fellow associates and leadership team to research trends, perform root cause analysis and develop action plans to address them

Facilitate both Hazard and Claims side-by-side training for new hires

EAC employee activity committee president

Direct Hire for Verizon – Kennesaw Ga 10/2010 – 2/2011 RYLA Inc. for Verizon – Kennesaw Ga 07/2010 – 10/2010 Customer Service Rep

Verizon is an industry leader in wireless, in home, and business telecommunications. Verizon is a global technology company delivering to over a million customers. RYLA Inc. is a local business based in Kennesaw Ga. They focus on providing top customer service for their corporate client Verizon.

Core Job Duties:

Handled high-volume inbound calls for the Verizon Wireless project

Resolved escalated accounts involving billing questions and/or adjustments

Performed evaluation of mobile device products and services based on customer needs

Exceeded company standards of customer service and performance RELOCATION OF FAMILY- Left Va and transitioned to Ga 8/2009-07/2010 Portfolio Recovery Associates – Hampton, VA 01/2005 – 8/2009 Collection Agent

Portfolio Recovery is one of the largest debt collectors employing more than 5,000 people across Americas and Europe. They offer customer solution for resolving debt with a focus on treating customers fairly and with respect

Core Job Duties:

Collect funds on charged off debts

Handed outbound and inbound calls

Provide account management to clients

Skip trace clients to recover uncollected debts by creditors EDUCATION

High School Diploma

Kecoughtan High School Hampton Va

Graduated 1996

SOFTWARE

Microsoft Office

Medisoft

ICD-9 and CPT Coding

Internet Explorer

Window XP

OFFICE SKILLS

Type 55 WPM

Filing

Transcription

Completing Claims Forms

Certifications

HIPPA

OSHA

CPR

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