Customer Service Manager

SEMETRIAL HOPWOOD

** **** ****** *****, ** ***** T: 817-***-**** ******@*****.***

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Objective: To use my skills, knowledge, and experience to provide excellent service in the areas of training, quality, and compliance. To be a member of a team committed to the vision of the organization as a leader in the industry.

PROFESSIONAL EXPERIENCE

New York Life Insurance Company Dallas, TX 06/2011-02/2012

Senior Call Center Assistant

• Establish and maintain high quality customer relationships – assessing customer administrative need and responding to them effectively and tactfully.

• Assist in the processing of routine financial and non-financial transactions on variable policies with expediency and accuracy.

• Review customer source documents for daily routine transactions and determine if paperwork is “in good order” for processing.

• Issue routine correspondence to customers/agents.

• Act as support to internal staff with regard to researching administrative issues, inquiries and problems.

• Pull research documentation to respond to inquiries.

• Develop working knowledge of Annuity & Brokerage Service Operations products and services.

• Develop working knowledge of administrative and mainframe systems needed to process functions required of Service Team.

• Answering calls from our customer service line-responding to customer’s questions and requests, including point of call processing.

• Work on special projects as assigned by the Manager.

FlightSafety International, Hurst, TX 10/2008-05/2011

Learning Assessment Builder Administrative Monitor/Trainer

• Develop and facilitates professional training and development, learning initiatives, and training recommendation

• Creating and design various LAB Status Reports for Training Operations Managers

• Defined standardize structure for creation of Programs and Projects within LAB development, review and approval of examination questions

• Design and maintains LAB training power point presentations

• Created Pilot and Maintenance Training examination and administered those assessments by utilizing the Learning Assessment Builder (LAB) Program.

• Coordinate and schedule various meetings, Conference calls, and Travel for all Management.

• Maintain & Update all listing for Courseware Support

RIS/Operations/Administrative/Hospital recruiting

IBM, Dallas, TX 5/2000 – 8/2004

Operational Support Center Representative/Floor Support

• Provided administrative field support for customer engineers

• Returned ARBO containers and provided support for packing information

• Resolved customer satisfaction issues and complaints regarding administrative procedures

• Assisted with coaching and development of new hires

• Implemented training courses for new recruits

Cato Fashion, Arlington, TX 1998 – 2000

Assistant Manager /Trainer

• Shift Supervisor and was responsible for opening and closing the store

• Balanced the registers and processed paper work

• Interviewed prospective employees and checked references

• Resolved customer issues and processed markdown

EDUCATION / CERTIFICATIONS

Arkansas State University, Jonesboro, AR May 2008

Bachelor of Science in Management with emphasis in Human Resource (SHRM)

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