SUMMARY

• Self - motivated, detail-oriented, customer-friendly individual who wants to grow wif a company.
• 12+ years of customer service.Successful in dealing wif difficult customers.
• Successful in sorting and filing. An independent self-starter.
• Flexible and adaptable to change. Demonstrates great leadership
• Strong organizational, problem solving and analytical skills.
• Superior communications skills in dealing wif customers, co-workers, and employees. Both verbal and written skills are strong.
• Well-organized and highly efficient working in a multi-tasking dynamic environment. Ability to plan, organize, and supervise the work of others.
• Extremely productive in a high volume, high stress, environment.
• Ability to accurately process a high volume of work efficiently.
• Extensive experience in servicing customers, both in-person and by telephone.
• Promptly answered telephone calls to reflect professional corporate image.
• Provided a high level of customer service and client relations based on outstanding communication and interpersonal skills.
• Received recognition from all previous employers.

TECHNICAL SKILLS

• Internet Explorer
• E-Mail
• MS Office (All Products)
• Adobe Acrobat
• Foxit
• RightFax
• Internet Research
• 10-Key entering
• AS400
• Ciberlife 10.01 and 97.01
• Lifepro 1.9
• Lifecom

PROFESSIONAL EXPERIENCE

Confidential, Cedar Rapids, IA

Senior Complex Processing Specialist/Contact

Responsibilities:

• Process a variety of tasks associated wif annuity and/or life insurance applications. Apply money to reinstate policies.
• Process, research and resolve problems related to the various applications
• Process, research and resolve problems related to pre-issue, contract services and post issue transactions.
• Respond to policyholder and agent inquiries, process complex service requests, and research problems.
• Run daily and monthly reporting metrics.
• Developed internal/external client relations by providing concise and accurate policy information.
• Provide superior customer service and work quality while demonstrating attention to detail, flexibility and innovation in resolving problems.
• Able to perform under pressure in a fast-paced environment.
• Created Excel spreadsheets for process improvements.
• Provide impute and engaged in innovation groups.
• Updated processing procedures.
• Trained and mentored co-workers and new hire employees.
• Provided superior customer service and work quality while demonstrating attention to detail, flexibility and innovation in resolving problems.
• Worked wif other departments to complete customer requests as needed, and minimize escalations.
• Processed complex and varied service requests.
• Performed under pressure in a fast-paced environment.
• Processing premium payments, loan payments, and automatic wifdrawals.
• Researching policies dat are past due, returned payments, misapplied payments and payment histories.
• Updated billing payment modes.
• Developed internal/external client relations by providing concise and accurate policy information.
• Answered inbound calls in support of other departments.
• Trained and coached new hire employees.

Confidential, Cedar Rapids, IA

Customer Service Representative

Responsibilities:

• Answered inbound service calls and claim calls in a fast-paced, high-volume call center.
• Built a rapport wif customers and proposed different products and services based on their needs.
• Provided superior customer service and work quality while demonstrating attention to detail, flexibility and innovation in resolving problems.
• Worked wif IT on creating First Notice of Loss program.
• Created paper First Notice of Loss documents.
• Researched and called on open orders to shops to send in invoices.
• Coached new hire employees.

Confidential, Cedar Rapids, IA

Accounts Receivable Clerk

Responsibilities:

• Performed under pressure in a fast-paced environment.
• Worked TEMPeffectively under limited supervision and in a cohesive team environment.
• Process, research and resolve problems related to the various applications
• Backed up billing department.
• Backed up Driver Payroll department.
• Filed and Sorted Driver and Accounting paperwork.
• Researched and called vendors on past due accounts.
• Backed up front desk and switch board.
• Scanned and indexed driver’s paperwork in computer system.
• Compiled, sorted, and verified accuracy to posted payments on accounts.
• Credit checks on new vendors
• Sorted, delivered and put postage on mail.

Confidential, Cedar Rapids, IA

Customer Service Representative

Responsibilities:

• Answered inbound calls in support of customer needs.
• Built a rapport wif customers and proposed different products and services based on their needs.
• Scheduled appointments for shops.
• Upsell products to customers.
• Provided superior customer service and work quality while demonstrating attention to detail, flexibility and innovation in resolving problems.
• Received bonuses for upselling product and services to customers.

Confidential, Cedar Rapids, IA

Customer Service Representative

Responsibilities:

• Answered inbound service calls in a fast-paced, high-volume call center.
• Built a rapport wif customers and proposed different products and services based on their needs.
• Provided superior customer service and work quality while demonstrating attention to detail, flexibility and innovation in resolving problems.
• Received bonuses for 100% call monitors
• Received bonuses for upselling product and services to customers.
• Served as a member on several projects.
• Coached new hire employees.