Customer service professional dedicated to effective team management and customer satisfaction. Team player with exceptional listening and critical thinking skills. 12+ years of extensive call center experience in inbound, outbound and blended environments. Strength in training and development, client relations and problem solving. Exemplary at cultivating positive customer relationships through clear and helpful communication.
Excellent time management skills
Effective problem solver
Exceptional interpersonal communication
Adherence to high customer service standards
Exceptional telephone etiquette
Microsoft Outlook, Word and Excel
Customer Service Representative, 03/2010
to 02/2016 Social Security Administration – Charlotte,
Assisted claimants with multiple questions concerning and applying for Social Security Disability, Retirement, and Supplemental Security Income Benefits.
Processed Social Security replacements and original cards.
Processed multiple immigration issues and using immigration systems via Department of Homeland Security.
Processed Medicare Part A, Part B, and Part D applications, Social Security Disability Income, and Supplemental Income overpayment and underpayment issues.
Customer Service Associate, 10/2007
to 10/2008 Bank of America Service Center – Lansing,
Assisted banking customers with checking, saving, CD, and money market accounts, as well as various credit card products.
Answered questions via phone system and various banking ScreenSecu back office questions.
Resolved fee, checking, saving, CD, money markets issues for customers.
Life and Annuities Specialist, 06/2000
to 09/2006 Jackson National Life Insurance Company – Lansing,
Assisted life and annuity customer with various insurance products.
Processed annuity and life insurance loans.
Provided information to field insurance agents.
Documentation of all calls completed and scanned received medical evidence and life insurance new applications.
Provided proof of blood and urine results to producers/agents via telephone, or fax.
Verified beneficiary information on death claims, and life policies.
Processed pretty authorized charge payments.
Handled life insurance customers in inbound calls 90 percent of work day.
Accessed 10 different system databases to obtain information.
Bachelor of Science: Human Services,
1994 Michigan State University - East Lansing,