Customer Service Call Center

Karin M. Beitler

**** ****** ***- **** *****, IN 46815

Cell Phone 260-***-****

Email: *********@***.***

Customer Service

Call Center…Management…Office…Financial

Over 20 years of management/ customer service experience. Demonstrated capability in achieving goals through exceptional performance. Willing to take additional tasks and responsibilities as needed to display my organizational skills.

Experience

Lincoln Financial Group, Ft. Wayne, IN

Quality Assurance Associate

Auditing

Responsible for quality monitoring transactions which may include calls or processes performed by transactions performed by Partner Solutions, including Vendors.

Perform quality audits for other business units as required.

Conduct quality monitoring and deliver immediate feedback to trainees in operational areas

Responsible for reading and interpreting documents to review work for quality. i.e. policies and procedures

Customer Service and Communication

Provide coaching and quality feedback to individuals and their leaders.

Communicate quality updates to the operational areas as required.

Partner with operations teams to stay up to date on processes and procedures.

Schedule and facilitate both on-site and cross location calibration sessions and process meetings.

Maintain and disseminate quality guidelines, scoring methodology and quality program documentation.

Respond to questions related to quality and amicably resolve disputes related to audit findings.

Maintain a working knowledge of all processes and procedures utilized by several departments including, but not limited to, Life Customer Service, Claims, and vendor partners.

Periodically confirm the accuracy of current procedures with business units.

Communicate with management any recommended changes for process improvement.

The following traits are highly desired:

oStrong organizational skills

oClear and concise written and verbal communication skills

oImpeccable time management

oAbility to effectively multi-task

oCustomer focused

oSelf-directed with the ability to quickly adapt to change

oThe ability to work in a fast paced team environment

Lincoln Financial Group, Ft. Wayne, IN

Service Processor

09/2013- 3/2015

Provide high-level service to multiple broker/dealer partners and agents by maintaining records

and answering compensation inquires.

Maintains records including: broker/dealer and agent change requests,

Compensation inquiries and EFT.

Responds to inquiries from agents, broker/dealers and internal customers.

Monitors daily log reports to identify agent and broker/dealer business to be processed.

Keeps current and up-to-date on department procedures, systems and

guidelines; must maintain knowledge of all marketing channels, workflows, products and functions

Partners and provides written documentation to trainers on changes to procedures and

Workflows

Understands how the role fits into the general business workflow, and the

subsequent effects within Lincoln departments and on external partners.

Prioritizes incoming work to ensure completion of work within the established department

service standards.

May research, analyze and resolve complex compensation maintenance questions posed

by agents, broker/dealers, wholesalers and/or internal customers.

Completes special projects as required

Lincoln Financial Group, Ft. Wayne, IN

Call Center Consultant 06/2012-09/2013

Provide high-level service to distribution partners. A liaison for Client Consultants, New Business, Financial and Relationship Managers for Lincoln Financial Group.

Service a first point of contact for producers, management and broker/dealers to answer complex questions regarding compensations issues.

Research, analyze and resolve production issues posed by customers utilizing specific research teams and determine the best course of action to resolve issues. Follow-up with customers regarding issues resolution.

Prioritizes incoming work to ensure completion within the established department service standards.

Proactively provide extra relationship support to our internal and external business partners through prioritization of issues and active communications.

Keep current and up-to-date on department procedures, systems and guidelines. Maintain knowledge of all marketing channels, workflows, products and functions. Educate internal and external customers with new procedures when appropriate

Pitney Bowes Management Services, Ft. Wayne, IN

Customer Service Representative 04/03- 06/2012

Responsible for daily operations of mailroom for an insurance company. Work as part of a team to provide quality services in various aspects of the mailroom, while assisting both internal and external customers.

Run mail, copy, scan and fax, fed ex equipment, as well as sort and deliver incoming mail, parcels, copy jobs, data entry and faxes for company employees.

Handle time-sensitive material, confidential, urgent packages.

Maintain the highest levels of customer care while demonstrating a friendly and cooperative attitude.

Demonstrate flexibility in satisfying customer demands in high volume production environment.

Created training manuals and oversee training of employees.

Process, Log and post checks to accounts.

Print using AS400, Solimar and APWI

Scan documents and checks using file net

Education

College of DuPage, Glen Ellyn, IL. 1982/1985

Associates Degree

Training and Development

Completed my training in the following courses:

My Customer

Value Diversity

Customer Conflict

Mail Streaming

LOMA 281

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