Experienced Customer Service Advocate and SME
Resume:
Robert Sims
**************@*****.*** Lakeland, FL
PROFESSIONAL SUMMARY
Dedicated customer service representative with more than 5 years of experience in customer relations. Highly motivated to maintain customer satisfaction and to contribute to the success of the company/organization. Proven ability to establish rapport with clients and exhibits impeccable work ethics and brings a high level of performance as a Subject Matter Expert.
WORK HISTORY
Customer Service Advocate II Interim Coordinator at Delta Dental Insurance Company
09/2018 - 03/2024 (6 years)
*Displayed exceptional customer skills, including ability to listen effectively and have shown
excellent interpersonal skills to communicate in a pleasant, effective and professional manner
using proper telephone etiquette.
*Expediently accessed reference materials to analyze and determine appropriate responses to
telephone, electronic, and written inquiries.
*Successfully handled constant customer contact through forced workflow distribution.
*Effectively work with all levels of staff. Very strong organizational and time management
skills and multi-tasking abilities.
*Fosters a positive environment where the staff has opportunity for career advancement.
Performs miscellaneous duties as assigned.
*Eagerly de-escalated customer calls and handled conflict resolution.
*Leads coaches the CSR s in response to customer issues, complex inquiries and difficult
situations.
*Monitors work queues and distribution of workload for adequate coverage, ensuring departmental
goals are achieved and maintained.
*Provides recommendations for development and coaching to attain quality customer service.
*Trained new hires and staff in the submitting of Grievances Complaints in EBD and MACESS.
Customer Advocacy Rep I at REMX Specialty Staffing LexisNexis
07/2016 - 11/2016 (5 months)
*Transcribed all consumer PII and SPII data from electronic and paper requests as well as
inbound phone calls from insurance company into the appropriate databases support tools.
*Reviewed reports for accuracy and correct disclosure making final decisions on which reports
are sent to consumers.
*Followed restrict guidelines and SOPS regarding various disputes.
*Utilized databases (MBSI, DOST, Oracle) to enter disputes and Personal Identifiable
Information and ensures timely completion of disputes meeting or exceeding the SLA set forth
by FTC FCRA.
*Reviewed claims and analyzes if disputes should be handled internal or sent external to Fair
Information Practice (FIP) and other internal colleagues.
Customer Care Agent at Enhanced Recovery Corporation (ERC)
03/2013 - 11/2015 (3 years)
*Highly skilled and efficient in Microsoft Word, Excel, and Internet research.
*Excellent communication skills with great phone etiquette.
*Proficient in typing 45 wpm.
*Handled a very high volume of automated inbound and outbound calls.
*Strictly adhered to all state, federal, and company guidelines as it relates to client
information and collection procedures.
Volunteer Employee at The African-American Association of Georgia
(The AAAG)
08/2007 - 06/2012 (5 years)
*Assisted with the clean, safe, and efficient operation of the food warehouse in accordance
with the Food Safety Regulations and Procedures.
*Assisted in ensuring necessary documentation reporting is completed.
*Facilitated efficient and appropriate distribution of food to clients including those with
special needs e.g. walk-ins, conflicts, or physical disabilities. Delivered food baskets to
homebound participants.
*Assisted with the day-to-day operations of the food warehouse.
*Attended staff meetings and other meetings as required.
EDUCATION
Northwestern High School
Graduated 1985
Diploma
United States NAVY
Graduated 1994
Honorable Discharge
SKILLS
Leadership, 12 years Problem Solving, 12 years Detail Oriented, 12 years Teamwork, 12 years
Contact this candidate