Customer Service Care
Resume:
Rose A.
Thompson
Executive Summary
COMMITMENT LEADERSHIP INTEGRITY
Highly focused and results oriented professional, able to relate to people at all levels of business, a
collaborator that understands the value of working together, initiative-taking with more than 15+ years’ experience in Customer Service, Project management, and Sales/Marketing.
Experience November 2023 - Current
Mutual of Omaha Sales Analyst
Analyze, code small and large group censuses for Underwriting review and generate policy proposals, develop and grow relationships with broker partners and General Agents, to help achieve sales goals. Review broker RFPs consultants and agents proposals, to ensure accuracy, product alignment and compliance all while providing timely response, review written proposals and current provider benefit summaries to determine Underwriting review, and competitive position, coordinate policy installation process by partnering with appropriate internal and external parties to accurately package and distribute sold documents. Using multiple system platforms and insure accuracy of paperwork (including master application and Sold contract)). Research and resolve various account implementation issues, facilitate distribution of flyers, benefit summaries, value add documents and enrollment forms on sold cases.
March 2022 – September 2023
American Express Platinum Customer Care Specialist Maintain the resilience to work in a fast-paced and dynamic environment, multi- tasking using multiple systems and digital tools to assist Card Members, cross sell other card products and travel promotions, provide support with research to the Fraud, Compliance, Claims, Travel and Retention departments to resolve account issues, track performance metrics, help card members navigate their App and online accounts, explain the Terms & Conditions to card members as needed, meet and exceed performance metrics, excellent negotiating, influencing and resourcefulness skills. All while providing world class customer service to corporate and personal Platinum card members.
Jan 2019 – Feb 2022
Silver Water Home Solutions Client Sales Manager, Houston, TX Manage general office operations, manage quote activity, receive RFP’s from vendors, manage Googe Ads, manage multiple online communication platforms, research and resolve B2B and B2C sales discrepancies, conduct customer needs assessment for new projects, assist clients with online account navigation and cross sell other product services, manage and cultivate long term relationships with vendors. And build strong professional relationships with clients through identification of the client needs which increased client retention, answer questions regarding products and services, extract data from multiple project schedules and create a resource allocation report to assist management with resource planning, manage and update social media accounts for promo’s and discounts.
Apr 2008 – July 2018
Shell Oil Company Commercial Marine Coordinator, Houston, TX Process resupply requests from various internal and external sources, monitor refinery turnarounds and terminal tank levels, provide support Marine Contract Manager with long-term term charter contract negotiations, work with the Compliance department tracking safety/compliance metrics, generate optimizations and value add initiatives, work to establish and maintain Service Level Agreements with 12 Product Business Unit’s, B2B support across fourteen trade books, Stakeholders consolidate and organize metrics (data) from freight shipments versus demand and utilize in commercial procurement strategy and business alignment engagement with Product Business Units. Education
Wayne State University
Omaha, NE
Studied Business
Communication
Skills
• Excellent Customer
Service
• Training & motivating
Staff
• Project and process
mapping
• Compliance
• Conflict resolution
• Active in the
Women’s Global
Leadership
Conference
Committee 2012-2017
Additional Skills
MS Office Suite, Excel,
SAP, SQL, SaaS, Adobe,
Zoom, Stripe, Salesforce,
SharePoint, Zendesk,
ZOHO, Infusionsoft and
Keap
Contact
******.**********@*****.***
Contact this candidate