Customer Care Service

Objective: To Facilitate past experince with high call volumes as a manager for support regarding policies and prior training, Further my marketing startagies with experience in multiple groups at Mutual. Reforming ideas and policies to improve the organization goals of profit loss. Be in a more active role producing policy security.

Education:

High School Diploma: 2010

Chicago Military Academy Bronzeville - Chicago, Il

CNA: Criminal Justice, Current

Moraine Valley College - Palos, Ilp

SKILLS:

Broker & Agent policy experience

Manage team members with multiple training responses according too kzez needs.

Excellent customer service, critical thinking, and problem-solving skills inventing new procuderures and policies.

Effective communicator with leadership skills in all areas, as being a leader of 4 organizations.

Highly motivated team player who can work in any team environment

Proficient in operating computer systems such as outlook, salesforce and amazon connect

Billing leadership experience

PROFESSIONAL WORK HISTORY:

Mutual Of Omaha Insurance Company

Various Positions 2019 – Present

Customer Care Analyst IV – Oct 2021- Present

Call lead for management per bilingual training

Work with Brokers & Agents selling policies, reinstatments with underwriting Dept.

Handled claims working with the Legal Department,

ownership changes, Power of Attornys forms,

Fixed billing issues, and third-party requests.

Experienced High-risk negotiation closer.

Facilitate communication through phone calls with various departments, including Claims, Underwriting, Legal, quality insurance.

Train new hires through, onboarding, downtime, call listening and coaching.

Skip level to Analyst Oct 2021- present

Customer Care Analyst II – 2019

Billing gap trained

Reinstatement of policies trained

Customer Care Analyst I – 2018

Involved in buddy system to guide employees

Handled high call volumes

Conversions, increase decrease polocies.

DTC policy handleing

Velocity Merchant Services – Downers Grove, Il

Appointment Setter, 02/2015 to 07/2016

Attend early morning meetings

Manage up to or over 200 Inbound and outbound sale calls per day

Meet with clients and market sales.

Upgrade credit card terminals such as emv (Chip Reader)

Manage to make at least one sale a-day, 5 a week.

PERTINENT EMPLOYMENT EXPERIENCES:

Closed Private Fraud team case

LEC Board member, treasurer and secratery

VP of Marketing training

Woman In leadership board member

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