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A proficient, corporate professional with excellent communication skills. An enthusiastic team player, able to achieve target goals, and focused on quality customer service. Ability to multi-task and solve problems efficiently. 3 years in a sales, results-orientated customer care industry, and five years working diligently in the field of health and dental insurance, have resulted in flexibility and confidence in the workplace. Very organized and dedicated individual committed to contributing to an organization's effectiveness, and able to offer full commitment to the company.

Technical skills: Mastery of Microsoft Office programs such as Word, Outlook, Excel, Office, Power Point. Ability to work with multiple operating systems. Internet, Lotus Notes,  Clients 2 and Customer support. Typing Speed 45 wpm

Work experience


Customer Care Advisor, Internet Specialist

Manulife Financial

Delivering superior commitment by providing prompt, accurate responses to callers requesting information on group health and dental benefits and procedures. Assisting the members in online claims submissions, navigation, claims explanations and website errors. Provided assistance and guidance in the group benefits enrollment periods for corporate, high maintenance accounts.

- Research and resolved high volumes of inbound telephone inquiries to effectively meet the diverse needs of callers within established productivity goals and turnaround times

- Demonstrate sensitivity, empathy, responsiveness and creativity to ensure customer satisfaction

- Network throughout the organization to engage supporting units in delivering solutions

- Troubleshoot and resolve technical issues and provide guidance to users of the internet site

- Identify streamlining opportunities for continuous improvement

- Identify trends and patterns of client questions or issues, initiate improvement suggestions or escalate to the appropriate person/department

2007May 2010

Customer Care Advisor, Order Processing


- Maximized sales opportunities with every customer by using up to date selling techniques and company programs.

- Took initiative in helping customers find the correct products.

- Promoted selling of technology services and supported a selling culture in order to achieve my goals and targets.

- Effectively resolves customer concerns and escalates to management when appropriate.

Required to be extremely flexible and adaptable to situations, increasing my levels of listening skills and communication skills.

- Receiving and processing fax orders

Dealing with customers’ financial information verifying credit card information and detecting fraudulent accounts and orders

- Tracking lost orders

- Given a high level of responsibility with the construction of people’s holidays which requires good listening skills, and dealing with their financial transactions.

- Excellent teamwork skills – contributing to the success of our teams targets



Online Courses For Personal Development Include

- Time Management

- Business Etiquette

- Dealing with Aggressive Customers

- Active Listening

- Solving Conflicts

- Preparing for Change


St. Mary's University

Forensic Science & Criminology (3 years)      

Text section

References available upon request.