Detail-Oriented Customer Service & Operations Professional

William L. Speed

***** ******** ** *** **** West, AZ 85375

480-***-**** ****.*******@*****.***

* *********

I am a detail-oriented individual with years of customer service, data entry, and client acquisition experience who is passionate about fulfilling desired role within your company. 2 Experience

July 2021 – June 2022

Eason Diversities - General Manager

● Oversee day-to-day operations

● Ensure employees work productively and develop professionally

● Oversee recruitment and training of new employees

● Evaluate and improve operations

● Prepare regular reports for upper management

● Ensure staff follows health and safety regulations

● Provide solutions to issues (e.g. employee conflicts, loss of business to competitors) June 2020 – July 2021

American Auto Shield, - Claims Customer Service Representative

Reviews contract coverage

Refers customers to Claims Representatives

Provides telephone customer service

Performs all responsibilities to achieve individual goals, quality, time, and customer satisfaction results

Assists customers with the claim process

Provides status on existing claims

Resolves customer issues and refers escalated items to levels for guidance

Maintains client relationship via quality customer service and timely processing of additional claim request through email/fax

Researches information to provide customers with basic data related to policies.

Data entry work when not answering the phones

October 2019 – March 2020

Randstad, - Clients Relations Associate

● Maintains effective work relationships by handling peer and management interactions

● Provide excellent customer service skills via inbound calling

● Supports assisting Vanguard investors with their questions about financial products and services

● Participates in special projects and performs other duties as assigned May 2019 - October 2019

TTEC, Location - Customer Care

● Consulting outside parties to resolve discrepancies and create effective solutions

● Use company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate work arounds

● Respond to customers’ request for products, services, and company information in a fast-paced environment

● Answering constant flow of call within queue

October 2018 - May 2019

International Cruise & Excursions, Inc. - Sales Representative

● Personally, responsible for meeting monthly individual goals, quotas, and metrics

● Assist members with understanding program benefits and consult them on product inquiries

● Manage member information confidentiality and accurately to ensure transactions are processed correctly

● Able to listen to the members’ travel accommodations to customize package for best fit

● Able to overcome initial reluctance and objections August 2017 - August 2018

Progressive Leasing, - Account Manager (Merchant Support)

● Maintain and strengthen relationships with retailers

● Build and strengthen relationships with customers and merchants

● Assist with training and updating merchants on policies and procedures

● Provide one call resolutions with active listening to promote problem solving February 2014 - July 2015

Waste Management Phoenix - Customer Service Representative

● Ensured concise and accurate information was always provided

● Handled the creation and acquisition of client accounts; setting billing, service type, and pricing procedures

● Identify opportunities to cross - sell additional products and services

● Supported other departments when needed

● Acted as an advocate for clients during escalations with problem solving and recruiting other departments for assistance

● Educated others regarding service options, expenses, billing, and contracts September 2003 - January 2013

Wells Fargo - Quality Analyst

● Conducted quality assurance reviews

● Audited client portfolios to identify areas of opportunity and financial strengths

● Ensured accuracy of information provided by clients

● Ensured regulatory compliance and loan documentation

● Reviewed reports to identify progress within departments 3 Education

Des Moines Area Community College. Des Moines, IA - Associates of Science Certifications

- Certified Alcohol and Drug Counselor

- Certificate of Specializations Chemical Dependency

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