SUMMARY:

• I want to associate myself with a professional and well - respected organization.
• I enjoy working in a highly motivating position where I can assist others by applying my knowledge, expertise, and skills. I am seeking a position that will utilize my skills and offer the chance for advancement.
• I have excellent organizational and interpersonal skills as well as problem solving, negotiation and follow-up skills.
• I have excellent word processing, spreadsheet and database computer skills, I also have strong Microsoft Word, Excel, and PowerPoint skills.
• Management skills as assistant manager, Quality assurance department, and currently developing my training skills,Competencies include, leadership, communication, Team Work, Adaptability / Flexibility, Energy & Stress Management, Decision Making & Judgement, Problem Solving, Accountability & Dependability, Customer Focus, Performance Management, Giving Feedback, Project Management, Coaching, Foster Teamwork, Supervision, Staffing, Business Knowledge, Technical Leadership, Technical Management, Vision. Customer service representative, typing ( 49 wpm) Answering, transferring and posting messages via multi-line phone system, switchboard, money management, Confidentiality, filing, copying, faxing documentation, Punctuality, organizing alphabetically y numerically.

SKILL:

Microsoft Office (10+ years), Managerial (2 years), Customer Relationship Management (7 years), Customer Service (10+ years), Senior Service Rep II (2 years), Mortgage Processor (1 year), Title Analyst (2 years)

WORK EXPERIENCE:

CSR Agent

Confidential, San Francisco, CA

Responsibilities:

• Responsible for assisting customers with travel needs such as answering inquiries, ticketing, checking-in passengers, and boarding flights in a fast-paced environment
• Perform computer and paperwork tasks
• Evaluate and prepare flights by arranging seat assignments and load, coordinate special meals, and upgrades
• Processing and securing passenger luggage

Senior Svc. Rep

Confidential, Westerville, OH

Responsibilities:

• I assisted high clientele with their credit cards and banking needs providing top of the line quality service.
• I assisted my clients via Private Bank, and or Global Wealth Management, with any and all banking needs i.e. new accounts, credit cards etc.
• Once a profile was created via Private Banker I would be assigned to the file and as the point of contact dealing with any banking needs the client or the Private Banker needed.
• Screened telephone calls to determine which could be handled by the executive line. Answer complex inquiries which require thorough knowledge of the division's or group's policies and procedure

Title Analyst

Confidential, Westerville, OH

Responsibilities:

• As a title analyst I was responsible for going over all title information and making sure the title information was clear and ready for the customers to buy, sell, or refinance their homes

Insurance Specialist

Confidential, Dallas-Fort Worth, TX

Responsibilities:

• Assist with insurance policies, which included billing, claims, auto and home policy questions etc.

Insurance Service Rep.

Confidential, Spokane, WA

Responsibilities:

• The Customer Service Representative position is responsible for answering high volume telephone calls from members, providers and hospitals, as well as multi-tasking on other responsibilities such as processing medical claims, correspondence, and medical pre certification’s.
• This position plays an important role in explaining to members, group representatives, and others a variety of information concerning the organizations services.
• This position is a very structured desk job that requires individuals to eventually meet productivity and accuracy standards of 99.9%. A Customer Service Representative can average between 60-80 calls per day from members, providers and hospitals.

License Insurance Agent/ Acting Trainer

Confidential, Liberty Lake, WA

Responsibilities:

• As a license insurance agent, I process applications for, changes to, reinstatement of, and cancellation of insurance policies.
• My duties include reviewing insurance applications to ensure that all questions have been answered. I also interact with customers to provide information in response to inquiries about products and services, and handle and resolve complaints.

CSR Manager/ Cust. Retention Agent

Confidential, Spokane, WA

Responsibilities:

• As a customer retention agent, I assisted customer with postage needs and utilizing a postage meter. I monitored performance by gathering relevant data and producing statistical reports.
• I also retained existing customer’s business who may have wanted to cancel their service by explaining the benefits in keeping postage meters, which also included some sales etc.

QA Specialist/ Assistant Manager

Confidential, Spokane, WA

Responsibilities:

• As the quality assurance assistant manager, I advised on changes and their implementation and provided training, tools and techniques to enable others to achieve quality. Also, promoting quality achievement and performance improvement throughout the organization; monitoring performance by gathering relevant data and producing statistical reports. Skip Tracer / Collection Resolutions
• Assisting customers who have defaulted on their loans with customer solution focused arrangements to restore their accounts back to good standings.
• Maintain superior's calendar, coordinate and arrange large and/or recurring meetings, luncheons, conferences and seminars. May prepare materials necessary for meetings, etc. Receive and greet incoming visitors in a professional manner. Direct them to the proper individual and assist them with their needs. Respond verbally or in written form to internal and external inquiries, which may involve communicating with high level management. Perform administrative duties such as ordering office supplies, coordinating travel arrangements, preparing monthly expense reports, etc