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Customer Service Professional

Highly efficient Customer Service Professional with experience in a wide range of administrative functions, staff management, and operational oversight to ensure exemplary customer service.

  • Direct wide range of office procedures including administration, bookkeeping, customer service, scheduling, event planning, and special projects.
  • Exceptional interpersonal and leadership skills, with the ability to build positive and productive office teams.
  • Leverage outstanding organizational and analytical skills to evaluate and revise administrative processes and improve accuracy and efficiency.
  • Outstanding communication skills to build rapport with clients and employees at lateral and executive levels.
  • Proficient in Microsoft Office (Word, Excel, Access, Outlook, PowerPoint), QuickBooks, Quicken, Lotus 1-2-3, and Internet research and applications.
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Work experience

April 2017August 2017

New Business Associate (Data Entry)

Lincoln Financial Group (E-TEAM Temp)
  • Review and analyze all application data entry and determine if an application is in good order.
  • Once risk assessment has been determined by the underwriter, review file for completeness as it pertains to managing requirements. Upon completeness, issue a policy and mail to field contact.
  • Display solid working knowledge and performs functions ranging from routine documents handling to complex exception processing.
  • Initiates 1035 Exchanges and establishes contact with other company.
  • Responsible for Term and Universal Life approvals, reissues, and issue pay transactions generating appropriate refunds when necessary.
  • Presents a working knowledge of the products and services offered within the department with solid knowledge of all lines of business sold through their aligned relationship(s).
  • Drives innovation by identifying discrepancies and inefficiencies in work and suggests new approaches to solving problems
  • Performs administrative functions relative to the issuance of new policies received during the new business and underwriting process.
  • Service and support insurance agents across the nation
  • Correspond with Underwriters & New Business Clients via telephone and email
  • Coding Various Insurance Policies
  • Handle day-to-day client calls, transactions and problem resolution, escalating items to New Business Lead when necessary
  • Work proactively to identify potential problems and compliance issues in order to maintain client satisfaction
  • Heavy Excel Usage
  • New Application Reviews
  • General administrative duties
  • Heavy Data Entry
Dec 2016April 2017

Data Entry/Order Tracker/Processor (Customer Service Shipping) TEMP

Conduent Global
  • Data Entry
  • Provide the first point of customer contact for inquiries such as pricing, product information, shipments, distributor search information and orders 
  • Checks inventory to make sure requested product is available
  • Computes price and any appropriate discounts
  • Handles customer complaints
  • Verifies customer information is correct and up-to-date
  • Checks customer account for credit and outstanding payments
  • Informs customer of shipping date and any possible delays
  • Notifies appropriate department of order and shipping date
  • Reviews orders for accuracy and completion
  • Files copies of all orders received   
  • Ensure delivery of excellent customer service through timely and accurate processing of orders, communication and coordination with other departments to resolve inquiries 
  • Build and maintain customer loyalty by providing prompt friendly service 
  • Support the sales team in a variety of administrative tasks as required 
  • Provide and assist with technical information about tools and materials  
Dec 2015Dec 2016

Benefit Advocate

United HealthCare
  • Data Entry
  • Responsible for servicing existing clients. 
  • Receives and responds to customer service inquiries both written and verbal. 
  • Follows-up on customer issues, researches problems and processes documents necessary to ensure a successful resolution. 
  • Handles calls and correspondence that are predominantly routine but may require some deviation from standard procedures.
  • Data Entry
  • Schedule Doctors Appointments
  • Explanation of Benefits
  • Claims: Reprocess/Resubmit, explanation of bill, contact providers for more details regarding claim
Jul 2013June 2016

Guest Services Shift Leader/Supervisor

Live Nation (call center)
  • Cashier, ticket taker, security, greet guests, office duties (fax, email, telephone customers)

  • Inbound & Outbound Calls

  • Technical Support Issues (Website, Sign On, PC issues, PW resets, etc)

  • Data Entry

  • Payments and research information

  • Food/Beverage & Product Retail

  • Check tickets, and direct guests to their seats.

  • Delivering accurate ticket pricing and information

  • Ensuring each guest to the PNC Music Pavilion has an enjoyable and safe visit by tending to all needs of public safety and security as directed by management.

  • Controlling and managing crowds, performing guest services functions. (i.e. Directing guests)

May 2012May 2013

Customer Service/Teller

Wells Fargo
  • Assist callers (Inbound/Outbound) & walk ins with utilizing online banking, bill pay, cash handling
  • Mathematical operations
  • Drive-thru banking transactions, assisted residential & business customers with withdrawals/deposits, night drops, money orders, cashiers checks, ordering checks, and account information
  • Office duties (fax, email, mail, and telephone customers & corporate offices regarding account information)
  • Technical Support (Acct & Online, PC & Tablets resets and tech support, online banking support)
  • New account incentives & sales
  • Data entry and accurately balancing drawer
Apr 2011May 2012

Customer Service Supervisor

K-Mart
  • Assist customers with location & purchase of merchandise, credit card/reward card sales, insurance/warranty sales, cashier, returns, exchanges, money orders, lottery winnings
  • Accomplishes staff results by communicating job expectations; planning, monitoring, and appraising job results; coaching, counseling, and disciplining employees; developing, coordinating, and enforcing systems, policies, procedures, and productivity standards.
  • Maintains quality service by enforcing quality and customer service standards; analyzing and resolving quality and customer service problems; identifying trends; recommending system improvements.
  • Accurately balance drawers, office duties (fax, email, mail, telephone corporate & local offices)
  • Technical Support (Online)
  • Answer incoming calls regarding products & services in store & online
  • Outgoing calls to customers following up on products & services
Jan 2010Jan 2011

Online Banking Representative (Call Center)

Wachovia (Call Center)
  • Assist callers (inbound/outbound) with password resets, utilizing online banking, online banking walk thru, bill pay, bill pay set up
  • Technical Support (Signing up, Setting up, Error Msgs)
  • Assisting callers with receiving accurate account information
  • Fax, mail, and email documents to customers, local & corporate offices, and using problem solving skills to attain One Call Resolution
  • Heavy data entry
Feb 2007Sep 2009

Cashier

Wal-Mart
  • Assist customers with location & purchase of merchandise, credit card/rewards sales, insurance/warranty sales, cashier, process payments for merchandise
  • Actively gain bonuses/incentives
  • Accurately balance drawers at end of shift
Oct 2006Dec 2006

Business Customer Service Representative

Cingular
  • Respond to incoming calls from employers, employees, and other business affiliated company users regarding billing issues, customer support, technical support, process payments, payment information, and basic information.
  • Data Entry
Apr 2006Oct 2006

Collections Representative

CitiCards
  • Contacted consumers via auto-dialer regarding past due credit card balances and protection agreement balances
  • Set up payment arrangements, postdated checks, and bank drafts
  • Update notes, account information, and payment information
  • Quarterly capped bonuses/incentives based upon performance.
  • Data Entry
Jan 2006Apr 2006

Customer Service Representative

U.P.S
  • Assisting callers with accurate route information & possible location of package, pick up information, time & date of arrival
  • Accurately locate lost packages through the customer contact center
  • Fax & Email information to and from Hub regarding customers package locations, pickups, and closing times.

Education

Oct 20132015

Bachelor's in Business

Everest

Business Marketing Major/Communications Minor

Aug 2008Aug 2010

Business Major/Communications Minor

Guilford College

Took all prerequisites. Began some major courses.

Aug 1999Jun 2003

Diploma

James B Dudley Senior High Schoo

HIGH SCHOOL