Customer Service Professional with 20+ Years Experience

Professional Summary

Results-oriented professional with 20+ years of experience in customer service, administration, team leadership, and data management. Adept at process optimization, data analysis, and compliance, with a proven track record of implementing efficiency-focused solutions. Skilled at collaborating across teams, managing compensation-related tasks, and fostering equitable workplace practices. Committed to delivering impactful results while aligning with organizational goals.

Professional Experience

Customer Service Representative / Retirement Representative

FIS Global – Jacksonville, FL November 2024 – Present

Guide clients in managing retirement plans, enhancing account satisfaction and retention.

Assisting with reviewing plan guidelines and SPD.

Resolve account issues efficiently, improving client trust and service quality.

Collaborate with teams to ensure compliance with retirement regulations.

Analyze account data to identify trends.

Customer Service Representative (Remote)

Dealer Greatest Assets, Inc. (DGA) – Jacksonville, FL May 2023 – September 2024

Manage customer calls, ensuring effective communication and boosting satisfaction.

Schedule appointments, enhancing client relationships and service efficiency..

Coordinate with dealerships, optimizing service processes for better outcomes.

Explain maintenance procedures, building trust and improving customer loyalty.

Managed customer inquiries efficiently, resulting in noticable improvements in service response times and enhanced client satisfaction.

Provided clear explanations of maintenance procedures, building trust and rapport with customers through effective communication.

Licensed Insurance Producer (Remote)

Liberty Mutual via Sitel – York, PA July 2021 – March 2022

Provided billing and insurance support, enhancing customer satisfaction throuh prompt resolutions.

Updated policies per state regulations, ensuring compliance and accuracy in records.

Processed payments efficiently, contrbuting to streamlined financial operations.

Provided exceptional customer service as a tier one support representative, enhancing client satisfaction and loyalty through effective communication.

Medical Secretary

OSS Health – York, PA February 2020 – July 2021

Managed physicians calendars, ensuring seamless scheduling and corrdination.

Scheduled patient appointments, meetings, and complex procedures with precision.

Recoreded meeting minutes and maintained organized filing of certificates and licenses.

Facilitated communication with external agencies, enhancing collaboration.

Scheduled and organized complex procedures and meetings, significantly improving operational efficiency and enhancing team productivity.

Recording & managing health care provider data.

Assisting with medical claims.

Administrative Assistant

State of Maryland, Central Office of Procurement – Baltimore, MD March 2019 – February 2020

Supported procurment leadership with administrative tasks, enhancing operational efficiency.

Observed and assisted colleges while managing accounting, grant management and procurement actifvities

Utilized Excel and Google Sheets to optimize documentation, improving accuracy and retrieval speed.

Managed filing systems and travel logs, boosting administrative skupport for procurement activities.

Maintained organized filing systems, ensuring efficient access to critical documents and supporting overall operational effectiveness.

Education

Carver Vo Tech High School High School Diploma, Graduated 2000

Baltimore City Community College (BCCC) Certificate in Paramedicine and Fire Science, 2004 - 2006

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