Skilled Customer Advocate committed to addressing call quality and training opportunities with accuracy and professionalism. My customer is the Customer Service Associate and their supervisor. I identify quality trends in both individual employees as well as trends as a call center, as well as monitor calls and provide feedback, both positive and ways to improve. I also present guidelines, expectations, and quality goals to new hires in their training class environment.
I have exceeded both production and quality goals throughout my time in this department. I am also an exceeds employee in our company's behavior metrics. I am committed to both internal and external customer satisfaction.
Within my first year of employment I was promoted to Senior CSA by exceeding call quality goals, actively working a development plan, and supervisor recommendation. Shortly after, I applied for and was accepted as a mentor for new hires. I spent eight weeks in training classes, assisting with licensing, monitoring calls, conducting side by sides as proteges took calls and helping new employees become acclimated to the culture of the company. After in class training was completed, I assisted the new hires with their transition to the floor and continued to help with their quality and development. I have also been nominated and received two awards for my willingness and ability to help Customer Service Associates. This nomination is submitted by employees and then opened up for all employees to vote. Once I completed the mentor program I was asked to join a "hunt group". This is a help line designated for Customer Service Associates to reach out to when they have questions about claim process, claim assignments, or need assistance with archived claims. I was also responsible for taking claim escalation calls on this project. After this I applied for and was accepted as a Customer Advocate. I also participate in fundraising for the March of Dimes throughout the year and was the top fundraiser on my team in 2012. I have also joined a team building committee to foster more team involvement in projects as well as calibration among team members.
I was responsible for front office work, collecting premium payments, collecting commission checks from outside companies and also quoting home and auto insurance.
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