Legal Process Outsourcing & LPO Consultant Resume Example General Dynamics

LEGAL PROCESS OUTSOURCING & LPO CONSULTANT

Summary

Fully Bilingual (English/Spanish)
Skilled Customer Service Representative committed to addressing customer concerns with speed, accuracy and professionalism.
Dedicated and motivated to maintain customer satisfaction and contribute to company success.
Highly enthusiastic customer service professional with over 10 years client interface experience.
Dedicated to providing excellent customer service and making operational and procedural improvements.

Highlights

Experience

Legal Process Outsourcing & LPO ConsultantMar 2014 to Jun 2014
General Dynamics - Killeen , TX

Opened new Disability Claim files.
Conducted client interviews and client intake services to process Disability Claims.
Processed all assigned cases according to company and client service level agreements.
Provided accurate and appropriate information in response to customer inquiries.
Demonstrated mastery of customer service call script within specified time frames.

Customer Service SupervisorOct 2008 to Mar 2013
Performance Food Group - Toulon , IL

Provided accurate and appropriate information in response to customer inquiries.
Demonstrated mastery of customer service call script within specified time frames.
Maintained up-to-date records at all times.
Addressed negative customer feedback immediately.
Developed effective relationships with all call center departments through clear communication.
Resolved customer questions, issues and complaints.

Customer Service RepresentativeJul 2006 to Oct 2008
Capital On Tap - Atlanta , GA

Give accurate and appropriate information to answer questions, troubleshoot issues and resolve complaints.
Cross-trained and provided back-up for other customer service representatives when needed.
Identified inefficiencies and made recommendations for process improvements.
Achieved Sales Targets required by client.
Demonstrated mastery of customer service call script within specified time frames.

Customer Service Team LeaderMar 2003 to Jul 2006
Geodis - Bethlehem , PA

Properly directed inbound calls in phone queues to improve call flow.
Successfully managed the activities of 15 team members.
Developed, implemented and monitored programs to maximize customer satisfaction and manage on-site customer service representatives.
Cross-trained over 125 staff members in 3 years.
Collected customer feedback and made process changes to exceed customer satisfaction goals.
Maintained up to date records at all times.

QualityAssurance CoordinatorJul 2001 to Mar 2003
Amerihome Mortgage Company - Westlake Village , CA

Planned and led training programs on staff development.
Effectively trained instructors and supervisors on techniques for managing employees.
Created testing and evaluation procedures. Monitored new representatives induction process.
Increased quality and productivity of Customer Service Representatives.
Created effective training course objectives, course content and all materials.
Collected customer feedback and made process changes to exceed customer satisfaction goals.

TrainerSep 1998 to Jul 2001
Best Data LTD - City , STATE

Demonstrated mastery of customer service call script within specified time frames.
Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.
Trained staff on how to improve customer interactions.
Formulated and enforced Service Center policies, procedures and quality assurance measures.
Assisted with the development of the call center's operations, quality and training processes.

Education

Diploma, Fitness2014National Exercise & Sports Trainers Association - City, State, United States

Bachelor's - Pending, LawUniversidad Libre de Derecho - City, State, Costa Rica

Bachelor's - Pending, Business AdministrationUACA - City, State, Costa Rica

Resume Overview

School Attended

Job Titles Held:

Degrees

Diploma , Fitness 2014
Bachelor's - Pending , Law
Bachelor's - Pending , Business Administration