Call Center Service Representative

CARA STANTON

*** ****** **.

Brockton, Ma. *****

WORK EXPERIENCE

**/*/**** – Present

Norwood, MA

Call Center Manager

Mercer acquired by Morneau Shepell rebranded to Lifeworks then acquired by TELUS International

■ Ensure all Service Centers KPI’s are within client threshold

■ Play an active role in recruiting and advancement decisions

■ Ensure creation and adherence to performance improvement plans designed to address KPI

deficiencies

■ Provide meaningful and effective coaching, feedback and trainings to associates, setting

appropriate development goals and following up on progress

■ Participant and present in RFP’s

■ Create presentations to clients to highlight the call centers progress. 8/27/2014 – 10/2/2015

Norwood, MA

Participant Service Representative

Randstad on assignment with Mercer

■ Answer inbound calls regarding participant inquiries concerning Health Benefits, HR, and

Define Contribution.

■ Maintain internal and external communication to ensure that benefits are correctly administered

■ Accurately process transactions

6/2007 – Present

Brockton, MA

Party Management Self Employed

■ Meet with potential clients to determine specific expectations and requirements for upcoming events

■ Manage and develop a strategic plan of action to ensure that the cost of the event remains

under the pre-determined budget

■ Determine a suitable layout and theme for the event as per client specifications

■ Coordinate with vendors to ensure efficient running of the event

■ Determine resources needed and train new and existing staff prior to the event so that all

operations and duties are executed smoothly

2004 –2006 Computershare

Canton, MA

Account Representative

■ Answered over 100 calls a day from shareholders

■ Processed sales request(s)

■ Explained investment options and transferred requirements to shareholders and brokers

2002 – 2004 Boston Financial Data Services

Quincy, MA

Administrative Account specialists

■ Researched dividend payments and reinvestments

■ Acted as a liaison between fund and internal and external service agents

■ Answered incoming phone calls to maintain service level

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