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Customer Care Representative Resume Example

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CUSTOMER CARE REPRESENTATIVE
Summary

Personable and dedicated Customer Service Associate skilled at balancing customer needs and company demands. Effectively builds loyalty and long-term relationships with customers while achieving all individual sales goals. Experienced in working in a fast-paced environment. Solid team player who offers a positive and cooperative attitude.

Highlights
  • Strong organizational skills
  • Active listening skills
  • Courteous demeanor
  • Effective team player
  • Fluent in Spanish
  • MS Office proficient
  • CRM call center software
  • Worker Portal call center software
  • Business Objects
  • Capis
  • Share Point

Experience
Customer Care Representative
November 2014 to CurrentCompany Name － City, StateRespond to customer inquiries received by telephone, Interactive Voice Response (IVR), or web based portal regarding information on programs and services. Record customer interactions and transactions, by documenting details of inquiries, complaints, comments, and actions taken. Follow standard operating procedures to ensure consistency and accuracy. Address customer's inquiries and resolve problems to ensure that appropriate changes are made. Refer unresolved customer grievances to designated departments for further investigation. Communicate with supervisor regarding any potential needs or concerns. Perform data entry accurately. Perform other duties as assigned by management.
Associate Sales Consultant
January 2012 to December 2013Company Name － City, StateProvided support to over 20 Sales Representatives and Sale Managers with their sales and services items that included billing, commissions, policy transfers and licensing and contracting. Prepared collateral marketing materials for the Sales Representative's local agency sales meetings and product fairs. Assisted with the preparation of marketing campaigns by preparing various reports such as agency monitoring, production, commissions and cross-sell. Ordered and forwarded Hartford Sponsor marketing materials to the agent on behalf of the Sales Representative. Responsible for the sorting and distribution of the department's correspondence and file organization. Properly maintained necessary reference and audit materials. Maintained an effective pending, diary and filing system on a daily basis.
Senior License & Contract Analyst
March 2007 to January 2012Company Name － City, StateProvided license and contract support to the Sales Organization by completing all contractual paperwork for changes on existing agents. Collected all required data in order to appoint new agencies and/or agents. Updated more than five departmental systems with new contact information for our existing agents and agencies. Responsible for the sorting and distribution of the department's correspondence and file organization. Properly maintained necessary reference and audit materials. Maintained an effective pending, diary and filing system on a daily basis.
Contract Team Specialist
February 2005 to March 2007Company Name － City, StateProvided agents contracting administration through contract management, licensing, acquisitions, renewals, agent appointments, terminations and report ordering. Collected missing information required for the agents appointment process. Reviewed, prepared and submitted contracting and licensing correspondence to appropriate designations. Accountable for effective management of high volume transactions. Responsible for the sorting and distribution of the department's correspondence and file organization. Properly maintained necessary reference and audit materials. Maintained an effective pending, diary and filing system on a daily basis.
Research Assistant/Administrative Assistant
January 1995 to February 2005Company Name － City, StateAssisted in preliminary research of projects related to industry economic and competitive environment by executing internet searches and summarizing findings for business customers. Created various reports for internal researchers and customers using primary tools and files of Marketplace Research. Also, created geographical maps using MapInfo software to populate premium opportunity and agent locations. In charge of maintaining Market Planning Internet site with timely information and creative adjustments. Supported the production of detailed industry data reports, including the organization and testing of the data, as well as the creation and formatting of the reports. Communicated regularly with internal business customers regarding project requirements. Provided administrative support to over 16 staff members by managing multiple calendars, monitor expense budget and arrange meetings and travel accommodations. Daily tasks consisted of filing, phone coverage and mail distribution. Drafted, edited and reviewed various documents, create presentations and reports. Monitored and ordered inventory office supplies. Also, maintained up-to-date hard copy Library of Insurance Books and Magazines. Operated office equipment such as copier and fax machine.
Education
Certificate : Forensic ScienceManchester Community College － City, State, USCertificate in Forensic Science 05/2014 Manchester Community College, Manchester, CT
Associates : Criminal JusticeManchester Community College － City, State, USAssociates Degree in Criminal Justice 05/2015 Manchester Community College, Manchester, CT
Certifications
Certificate in Forensic Science
Languages
Oral and Written fluency in Spanish.
Presentations
Assisted in preliminary research of projects related to industry economic and competitive environment by executing internet searches and summarizing findings for business customers. Created various reports for internal researchers and customers using primary tools and files of Marketplace Research. Also, created geographical maps using MapInfo software to populate premium opportunity and agent locations. In charge of maintaining Market Planning Internet site with timely information and creative adjustments. Supported the production of detailed industry data reports, including the organization and testing of the data, as well as the creation and formatting of the reports. Communicated regularly with internal business customers regarding project requirements. Provided administrative support to over 16 staff members by managing multiple calendars, monitor expense budget and arrange meetings and travel accommodations. Daily tasks consisted of filing, phone coverage and mail distribution. Drafted, edited and reviewed various documents, create presentations and reports
Skills
Filing, Adjustments, Administrative Assistant, Administrative Support, Arrange Meetings, Budget, Inventory, Mapinfo, Office Supplies, Testing, Audit, Basis, Correspondence, File, Sorting, Sales, The Sales, Sales Organization, Accountable For, Contract Management, Ordering, Terminations, And Sale, Associate, Billing, Marketing, Sales And, Sales Consultant, Sales Meetings, Sales Representative, Sales Representatives, Customer Inquiries, Data Entry, Documenting, Interactive Voice Response, Ivr, Telephone, Voice, Web Based, Documentum, Map Info, Share Point, Siebel, Team Player, Forensic
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Resume Overview

School Attended

  • Manchester Community College

Job Titles Held:

  • Customer Care Representative
  • Associate Sales Consultant
  • Senior License & Contract Analyst
  • Contract Team Specialist
  • Research Assistant/Administrative Assistant

Degrees

  • Certificate : Forensic Science
    Associates : Criminal Justice

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