Career Objective Due to my company closing and the entire staff was being laid off, I am currently in search of a position with a company that offers on the job training and the opportunity for further advancement. I am looking to use my analytical skills in a challenging role, which will allow me to use knowledge I have gained over the years and learn new things. I am currently pursuing my bachelor's degree in Business Management with a completion date in early 2017.
Skills I have over 15 plus years of sales and customer service experience in a call center environment. I have experience and current use of MS Office programs including excel, word, and PowerPoint.
Strong organizational skills
Active listening skills
Seasoned in conflict resolution
Sharp problem solver
Energetic work attitude
Adaptive team player
Senior Customer ConsultantSep 2009 to Sep 2015 Laclede Gas - Missouri Gas Energy － Kansas City, MO
I began this career as a Customer Service Representative, and within a few short years I was promoted to a Senior Customer Consultant.
My responsibilities included, providing direction and leadership to customer service representatives within my department.
I was responsible for handling difficult customer's, which included critical decision making for our customers and for the company.
Through effective conflict resolution I was able to offer solutions and answer questions that not only helped the customer in their current dilemma but for future situations as well.
My primary responsibility was to handle escalated calls that the customer service representative could no longer help effectively; but I took this a step further by teaching customer's about billing, and the programs that are available to them with financial assistance so that no one had to ever be without a necessary utility.
To help customers who faced financial challenges, I communicated on a daily basis with local community agencies and state funding programs to assist customers in restoring or continuing their gas service.
I worked with our loss prevention and fraud account departments, in addition to other state and local utility companies to assist with preventing any further fraud and debts from occurring.
Customer Service RepresentativeAug 2007 to Dec 2008 J.P. Morgan － Kansas City, MO
As a Participant Services Representative I would assist customers with their employer provided retirement plans.
This included sending necessary forms, assisting with enrollment into their 401(k) plan, along with literature to understand their plan.
In addition, I assisted the participant with updating their personal information on their account, via the internet, and the online benefits that were available to them.
Another major part of my responsibilities was assisting the participant with taking out loans on their 401(k), in-service withdrawals, or a hardship withdrawal.
I provided educational information on the differences between all of their options to assist the customer in making the best decision based on their personal needs and situation.
I provided the participant with online customer support, which included setting up their account, inform them on making changes to their contributions, investments, withdrawals and personal information.
Customer Service Representative and UnderwriterOct 2006 to Aug 2007 Great American Financial Resources Shawnee Mission, KS
In this position I communicated with agents and policyholder's regarding active and terminated policies for Life Insurance and the Medicare Supplemental program.
I was responsible for processing, surrender and cancellation request, provide refunds, and replace policies.
I placed outbound calls to policy holders to retain their business in instances when they were considering cancelling their policy.
On a daily basis I compiled reports to track the reasons why our customers would want to end their policy, in order to keep track of cancellation trends.
I worked with agents and policyholders in an on-going effort to conserve active policies in danger of cancelling due to nonpayment.
I verified the type of coverage our policyholders had under their Medicare supplemental insurance.
Additional responsibilities included determining medical and prescription coverage under each customer's policy.
Research providers that accepted specific procedures covered under individual policies.
I also worked in the Underwriting department where I conducted phone interviews with policyholders who applied for life insurance.
This position included asking detailed questions to verify qualifications for the life insurance policies.
Bachelor Degree, Business Management2014Johnson County Community CollegeBusiness Management