Customer Service Call Center

DEREK SCHROEDER

*** **** **. #***

Dewitt, IA ***42

563-***-**** *********@******.***

Specialized Customer Service Leadership Skill Set:

• Driven professional with ability to adjust tone and voice to match customer needs

• Customer service leader with 10+ years of specialized experience in sales/customer service and high-volume call centers as well as outbound cold calling roles

• Possess active listening skills and ability to anticipate customer needs and position product solutions accordingly

• Expert organizational change and culture development champion with a focus on improving the customer experience and company performance Professional Experience:

Copart, Inc. - Member Services Representative

February 2025 to Present

● Providing exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction

● Assisting members both domestically and internationally to ensure buyers and sellers have necessary licensing and payment methods to purchase Copart vehicles

● Using Microsoft Office as well as MiCom CRM and inbound/outbound phone software, navigating multiple tabs

Signify Health – Member Engagement Coordinator (Remote) June 2024 to August 2024

● Worked independently and with a team in a fast-paced call center environment

● Used close attention to detail, updating and maintaining customer accounts with company CRM

● Made an average of 50 outbound calls per hour placed by an automatic dialer system to offer, explain, and schedule a free in-home evaluation with a healthcare provider

● Learned/read multiple scripts for outbound and inbound calls

● Studied and learned rebuttals for various scenarios

● Presented a positive, professional, and high energy approach to clients and health plan members

● Used Five9 phone software with CRM to organize and maintain relationships with clients and many other programs. Used Google Suite to organize and communicate with team members GoHealth – Sr. Benefits Consultant

Jul. 2023 to April 2024

● Assessed and identified insurance needs of GoHealth customers over the phone, providing customer service as the first point of contact and face of the business.

● Became a subject matter expert on Medicare as well as different enrollment periods, grasped new concepts and learned multiple product offerings

● Guided consumers through the health insurance policy selection and application process, advising Medicare beneficiaries on their options for Medicare Parts C and D and helping make the process of buying healthcare better for clients.

● Compared various plans from multiple carriers on company software before presenting proposals to clients.

● Took inbound calls continuously on Five9 Phone Software while multitasking between multiple screens and tabs, utilizing different carrier portals and Marx/CMS.gov to verify Medicare/Medicaid status.

National Telecommuting Institute, AAA Renewals Specialist (Remote) 11/2022 to 5/2023

● Worked in a fast-paced call center environment while multitasking in multiple windows and screens

● Answered inbound and made outbound calls using Five9 Cloud Contact Software to expired AAA members and also members coming up for auto renewal to update credit card information

Insurance and Retirement Specialist (Remote)

01/2021 to 11/2022

My American Prosperity LLC — Austin, TX

● Worked independently making 120-150 outbound telemarketing cold-calls per day to potential and current insurance and retirement clients

● Represented many of the top life insurance and annuity companies

● Actively sold term, IUL, and whole life insurance, fixed index annuities, and long term care insurance

● Performed sales presentations remotely on Zoom and Google Meet SKILLS

● Skilled in Microsoft Office Suite, Google Suite and many other software systems

● Professional phone skills

● Strong attention to details

● Results/metrics driven attitude

EDUCATION

May 2005 BA: Business Administration Coe College Cedar Rapids, IA

Contact this candidate