Client Relations Customer Service

Keith McLean

*** ***** ***** **. **** ***, Hermitage, TN 37076

(P) 615-***-****, Email: *********@******.***

Customer Service Professional

Over 25 years of experience in Leadership, driving strategic growth and product visibility for corporate stores in the Middle Tennessee area.

Highly competitive and passionate with the ability to achieve results others believed to be impossible.

Experienced in face-to-face Customer Care, Sales Analysis, partnership building and product management.

Experience Highlights

Asurion: Customer Satisfaction Representative 2010-Present

Selected for and Graduate of the inaugural “Flight Program” designed to assist in gaining more exposure to Asurion through a mentoring partnership with Asurion professionals.

Experienced T-Mobile and Verizon Claims representative

Selected as 1 of 7 Call Center VIPs out of 200 Nashville employees in 2011.

Selected as a Mentor for New Hires because of my skill level and performance.

Consistently meet and exceed metric goals monthly.

Licensed CSAT/OCEO representative

Licensed CSAT/ Client Relations Program Specialist

Licensed CSAT/ Client Relations coach

Compliance Coordinator

Maintain a high level of professionalism associated with the legal department.

Ability to identify and report issues back to the client services team regarding items that can impact their products and programs.

Maintain detailed agency (SharePoint) log and accurately log all that complies with complaints that we receive and respond.

Assist other departments (OCEO, Client Relations, ASG, Customer Experience, Privacy, Social Media, Attorney's, etc.) with real-time escalations by correctly communicating the history and status of claims.

Must maintain good standings on all licensures both P&C and TX Adjuster’s while in the role of Compliance Coordinator

Learn the specific processes associated with each type of work product that is handled on the team.

Respond to escalated mobility or retail complaints from the Better Business Bureau (BBB), any state Department of Insurance (DOI), Attorney General (AG), or attorney complaints.

Respond to our underwriters or clients with appropriate information regarding the claims in question. The response may be in the format of verbal, letter, fax, email, or online submission.

Receive conductive criticism from any of the above-listed groups learn from feedback and assimilate into future work products.

Currently hold both a P&C and Adjuster Licenses

SQL certified

Intake Coordinator & Research Specialist

Maintains detailed agency (SharePoint) log and accurately log all complaints, correspondence, and escalations, i.e. that are received for the Compliance Team.

Ability to identify the different types of work products received by the Compliance Team.

Ability to maintain a high level of professionalism associated with the legal department. for work product.

Ability to identify and report issues back to the Compliance Leadership team regarding items that can impact the team.

Privacy Analyst

Maintains detailed and responds to data subject requests Via One Trust and security AI.

Research data subject requests in the database and systems to identify customer PII and manage/delete data where applicable.

Maintains Record of processing activities

Kubra Transfer Data Processing: 2005 - 2010

Monitored, decrypted, and processed bank transmission files

Skilled in laser Printing and Advanced Bindery

CVS / Pharmacy: Front Store Clerk / Certified Pharmacy Technician / Manager 1997-2005

Successfully managed the day-to-day operations from payroll and scheduling to product inventory to the customer experience.

Mentored Staff of 8 employees to exceed the customer’s expectations above the company and customer’s expectation.

Assist customers in filling their prescription needs and answering questions.

Kroger Company: Produce / Night Supervisor 1996- 1997

Successfully managed and marketed the freshest produce daily.

Consistently monitored the sales and customer experience during the evening hours of operations.

Education

Tennessee Technologies Center Nashville, Tennessee 1998 -2000

Degree: Digital Electronics

McGavock High School Nashville, Tennessee 1994 -1998

Diploma: General High School Studies

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