Service First ISMC Agent Resume Example

• CCR/On-Call IT/Floor Support Receive inbound calls from customers interested in health insurance products.
• Performed basic technical troubling shooting on systems and hardware for three groups within client support team Directly responsible for minimizing agent system down time and impacting bottom line performance.
• Point of contact for offsite and in-house IT contacts which streamlined issue resolution.
• Promoted to Supervisor Sales Supervisor WellPoint/ OptumRx Account Responsible for leading my team of representatives in the tactical execution of the Company and Client's business needs, while ensuring internal and external key performance indicators are attained.
• Recruited, managed and mentored new customer service representatives.
• Directly responsible for 25 agents but provided coaching and assistance for 300+ agents on the floor both Licensed and Non-Licensed.
• Helped to create and define the company culture and business practices at the new site.
• Interviewed, hired and trained new quality customer service representatives.
• Monitored and tracked assigned employees for progress against internal and external objectives.
• Provided detailed monthly departmental reports and updates to senior management.
• Also provided leadership and assistance to fellow managers on the floor Compile employee time, production, and payroll data from time sheets and other records.
• Review and edit billable hours to be sent to the client.

Worked various temporary jobs

• White glove call center Representative Charlotte, NC Maintain data base records of customer interaction and encourage deeper relationships with customer via outbound follow up calls Exceed goals in several areas such as sales, aht, quality calls, and customer surveys Keep customers away of new plans and products in order to keep cost down for customers Answer inbound calls from high value customers while assisting with any question and resolving issues customer may have.

• Answer inbound customer issues and provide assistance by dispatching technician out to assist onsite.
• Keep track of technicians via gps system and enter verification of completed work orders.
• Enter customer interaction into database.