Customer Service Sales Associate

PROFESSIONAL SUMMARY

Empathetic Problem Solver High-Volume Call Center Expert CRM Power User

Customer-first professional with 9+ years of experience resolving issues, managing accounts, and creating memorable service experiences across finance, healthcare, insurance, and tech. Skilled at calming escalated calls, guiding customers to solutions, and working independently in remote environments. Adept with Salesforce, Zendesk, Jira, and MS Office. Track record of exceeding KPIs and creating loyal customers.

CORE SKILLS

Conflict Resolution & De-escalation

Call Center Operations

Salesforce, Zendesk, Jira

First Call Resolution (FCR)

Microsoft Office Suite

Remote Work & Self-Management

Account Management

Documentation & Compliance

Customer Retention Strategies

Active Listening & Empathy

EXPERIENCE

Glenn Johnson Life and Health Independent Insurance Agent Richton Park, IL 1/2025 – present

Handle 20–30 virtual consultations weekly to assist clients with Medicare, ACA, and life insurance options

Maintain accurate CRM records and compliance while providing tailored solutions

Achieved 92% client satisfaction rating in post-call surveys

American Health Marketplace Seasonal Reactivation Specialist Fort Lauderdale, FL 11/2024 – 12/2024

Resolved policy reinstatement issues efficiently for returning clients

Prepared clear documentation to ensure policy accuracy

Collaborated across teams to improve call handling time

Broadpath Healthcare Solutions Seasonal Medicare Sales Agent Tucson, AZ 09/2024 – 10/2024

Assisted seniors with plan selection and resolved service-related issues

Built rapport with clients, improving retention metrics

e-Telequote Insurance Medicare Sales Agent Clearwater, FL 4/2024 – 6/2024

Responded to 40+ calls/day with empathy and professionalism

Resolved client concerns and improved call-close rates by 18%

Discover Financial Services Collections Specialist Chicago, IL 2/2023 – 3/2024

Handled sensitive payment issues with empathy and tact

Achieved 95% resolution rate on first contact

Consistently exceeded department goals for recovery and compliance

The Business Backer Underwriting Analyst Chicago, IL 8/2021 – 1/2022

Handled sensitive payment issues with empathy and tact

Achieved 95% resolution rate on first contact

Consistently exceeded department goals for recovery and compliance

Uber Senior Customer Service Representative Chicago, IL 6/2015 – 5/2020

Reviewed financial documents, assisting in resolving customer inquiries.

Collaborated with stakeholders to address customer needs and requests.

Prepared reports and documentation for customer accounts.

EDUCATION

Harold Washington College General Studies Chicago, IL

Life and Health Insurance Producer License NPN: 20562955 Illinois

QuickBooks Certified User Online 2022 Illinois

Glenn Johnson

Richton Park, IL 60471 ***************@*****.*** 773-***-**** linkedin.com/in/glenn-j-54156b5b

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