Remote Customer Service & Insurance Support

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EUGENE L. WEST JR

346-***-**** ********@*****.***

CAREER SUMMARY

Detail-oriented and highly adaptable professional with proven success in remote work environments. Skilled in providing exceptional customer service, administrative support and problem-solving across diverse industries. Excellent at managing time, meeting deadlines, and working independently while maintaining high productivity standards. Seeking a remote position where I can leverage organizational skills, communication, and customer service abilities to support business goals. WORK HISTORY

MEDICAL INSURANCE CARRIER — INDEPENDENT CONTRACTOR 2021–Present INDEPENDENT CONTRACTOR / MEDICAL INSURANCE

• Provide independent contract support in a medical insurance carrier environment.

• Work independently while maintaining professional customer service, communication, and organizational standards.

• Manage assigned responsibilities accurately and meet deadlines in a remote/work-from-home setting. EFINANCIAL FIDELITY LIFE 08/2025–Current

SALES REPRESENTATIVE / LIFE INSURANCE (REMOTE/WFH)

• Assist families with life insurance needs by explaining policy options and guiding customers through the enrollment process.

• Provide empathetic customer support while building strong client relationships and maintaining high customer satisfaction.

• Manage policy inquiries, application assistance, and follow-up communication for existing and prospective clients.

• Utilize digital platforms and CRM tools to streamline customer interactions and improve efficiency.

• Support underwriting and claims-related processes by ensuring accurate documentation and timely communication. CENTURY SUPPORT SERVICE 10/2024–08/2025

CUSTOMER SERVICE REPRESENTATIVE (REMOTE/WFH)

• Respond to inbound customer inquiries via phone and email, providing accurate information regarding debt settlement programs, account status, and next steps.

• Maintain a calm, empathetic, and professional demeanor when handling escalated customer concerns and complaints.

• Educate clients on program policies, timelines, and expectations to promote understanding and reduce cancellation rates.

• Accurately update and maintain customer records in CRM systems, ensuring all interactions are logged and action steps are documented.

• Collaborate with cross-functional teams including Payment Processing and Client Services to ensure timely resolution of issues.

• Meet and exceed performance metrics including customer satisfaction scores, call handling time, and daily productivity goals.

• Uphold compliance with company policies and regulatory guidelines to protect client information and ensure program integrity.

• Utilize conflict resolution and active listening skills to de-escalate high-stress situations and retain customers within the program.

• Participate in ongoing training to stay current with product knowledge, policy updates, and best practices in customer care. BEYOND FINANCE 02/2021–10/2024

CERTIFIED DEBT SPECIALIST (REMOTE/WFH)

• Provide personalized debt relief consultations to clients, assessing financial situations and presenting customized program solutions.

• Conduct outbound and inbound calls to educate clients on debt settlement options, program benefits, and next steps toward enrollment.

• Build trust and rapport with clients by demonstrating empathy, transparency, and a strong understanding of financial hardship challenges.

• Achieve and maintain high conversion rates through persuasive communication, ethical sales practices, and knowledge of financial products.

• Assist clients in completing applications, submitting documentation, and understanding terms of agreement, ensuring accuracy and compliance.

• Manage a pipeline of prospective clients, follow up regularly to drive enrollment, and maintain detailed records using CRM systems. ADDITIONAL WORK HISTORY

TIDE MANAGER 06/2020–02/2021

COUNTER MANAGER

• Oversaw daily operations of the retail counter, ensuring exceptional customer service, smooth transactions, and efficient workflow.

• Trained, supervised, and motivated front-line staff, fostering a team environment focused on sales and service goals.

• Handled customer inquiries and resolved complaints promptly to maintain satisfaction and loyalty.

• Managed inventory levels, performed restocking duties, and coordinated with vendors to ensure consistent product availability.

• Generated daily sales reports and performance summaries to support business decision-making and track progress against targets. Page 2

DOLLAR TREE 01/2019–04/2020

OPERATIONS MANAGER

• Led and supervised a team of 10+ associates, delegating tasks, setting performance expectations, and ensuring accountability.

• Trained new hires and coached existing staff on store policies, customer service standards, and safety protocols.

• Oversaw daily store operations, including opening/closing procedures, cash handling, and inventory management.

• Conducted regular team meetings to communicate goals, address challenges, and recognize high performance.

• Partnered with Store Manager to implement strategic plans that improved operational efficiency and staff productivity. ALORICA 07/2017–12/2018

CUSTOMER SERVICE REPRESENTATIVE (REMOTE/WFH)

• Provided customer support via inbound calls, emails, and chat, assisting with account inquiries, billing concerns, and troubleshooting.

• Delivered accurate information about products, services, and policies while maintaining a professional and empathetic tone.

• Resolved escalated customer complaints efficiently, identifying customer needs and providing timely solutions.

• Utilized multiple systems and software applications simultaneously to access account information, process transactions, and update records.

• Met and exceeded KPIs including average handle time, customer satisfaction scores, and quality assurance standards. EDUCATION

HIGH SCHOOL DIPLOMA

CORE COMPETENCIES

Microsoft Office • Customer Service • Remote/WFH • Client Relations • Team Player • Verbal/Written Communication • Problem-Solving • Payment Processing • Leadership • Goal-Oriented • Organizational Skills • Record-Keeping • Process Improvement • Analytical Thinking • Business Operations • Budgeting

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