Service Representative Customer
Resume:
JOSEPH MCGUIRE
**** ********* **, ******** *******, CO 80918
******@*****.***
SKILLS SUMMARY
Highly experienced, talented and dependable member service representative with more than 20 years experience in the customer sales and service field. Experienced trainer/educator with more than 7 years of training experience in both the IT and Insurance fields.
02/2024 – 04/2025. Spectrum Colorado Springs, Co
Customer Service Representative 3
-Assist inbound callers with payments and Payment Arrangement
-Configure Customer account to save expenses when needed
-Recommend Upgrade to products to improve customer experience.
05/2023 – 11/2023 Charles Schwab & Co Lone Tree, CO
Associate, Broker Service Rep (Unlicensed)
-Providing world class customer service to clients by utilizing the EDGE model via Phone interaction.
-Conducting research and collaborating with business partners to resolve complex client inquiries.
08/2020 – 10/2021 Brilliant Colorado Springs, CO
Training Analyst
-Reviewing and updating training materials.
-Conducted new hire training for call center specialists twice monthly.
08/2007 – 12/2014 & 01/2018 – 05/2019 USAA Colorado Springs, CO
Financial Foundations Specialist
-Handle member concerns as a policy specialist. Identify potential gaps in overall financial profile and recommend products and solutions to fill those gaps.
-Consistently meet or exceed performance benchmarks in all areas (speed, accuracy, volume).
-Lead "go-to" person for new representatives transitioning from Homeowner’s and Auto training to production. Conduct training for usaa.com and new Separation/Divorce Specialists.
- Recognized for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus and dependability in performance evaluations.
07/2016 – 01/2018 USAA Colorado Springs, CO
Business Rules Analyst I
-Participates in gathering and analyzing of internal business requirements by means of interviews, workflow analyses and facilitated discussions with users. Provide business insights through data retrieval and analysis, as well as insight delivery to a variety of business partners including managers, directors, and senior leadership.
-Translates users' business requirements into detailed functional designs for development, testing and implementation. Engage in collaborative efforts with a variety of analytics teams and additional business partners to provide the best overall insights to be used in the identification and solution development of business opportunities.
-Identifies and communicates risks and issues impacting business rules, functional requirements and specifications.
-Develops, executes and maintains processes and procedures for new or modified business rules or products.
12/2014 – 07/2016 USAA Colorado Springs, CO
Financial Foundations Analyst
-Develop Analytical methodology to address specific data requests from USAA Business Partners
-Provide business insights through data retrieval and analysis, as well as insight delivery to a variety of business partners including managers, directors, and senior leadership.
-Forge relationships through utilization of available technology to facilitate meetings, present data, and communicate with business partners in other departments.
-Engage in collaborative efforts with a variety of analytics teams and additional business partners to provide the best overall insights to be used in the identification and solution development of business opportunities.
08/2011 – 06/2015 Colorado Chapter of CPCU Colorado Springs, CO
Instructor (Contractor)
-Classroom instruction for professional insurance designation courses
-Developing presentation of course material from existing curriculum
-Recognized among peers for having the highest student pass rate in the Colorado Chapter
12/2003 – 04/2007 Hewlett Packard Colorado Springs, CO
Technical Lead (Contractor)
-Proactive reviews of customer accounts with complex technical issues and taking ownership of issues through resolution
-Technical Point-of Contact for 12-15 level 1 Help Desk Representatives
-Responsible for training new employees on processes and procedures, as well as conducting training for updates or new processes or supported equipment.
EDUCATION
2015 Colorado Christian University Lakewood, CO
MBA with an Emphasis in Corporate Training
GPA 3.71
2011 Colorado Christian University Lakewood, CO
B.S. Organizational Management in Project Management (OMPM)
GPA 3.71
2006 Pikes Peak Community College Colorado Springs, CO
A.A. History
GPA 3.52
PROFESSIONAL ASSOCIATIONS/CERTIFICATION
1.Member – Toastmasters Intl. - Advanced Communicator Bronze and Competent Leader Designations
2.AINS Designation, 2011
3.FINRA Securities Industry Essentials (SIE) - Passed
COMPUTER SKILLS
4.Proficient in Microsoft Office Professional Suite, Windows Operating Systems, UNIX/Linux Operating Systems, WebEx, Skype Professional, Adobe Product Suite, Microsoft Project, SAS, SQL, Aginity, Street Smart Edge, Think or Swim
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