- Montgomery Street, San Francisco, CA 94105
- (555) 432-1000
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Knowledgeable and dedicated Subject Matter Expert with extensive experience in the Customer Service Industry as well as past leadership experience. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients and peers. Motivated to maintain customer satisfaction and contribute to company success. Dependable, flexible and results-oriented with exemplary passion for developing teams, cultivating partnerships and growing businesses.
Ascensus – Miami, FL,
- Unsupervised, manage 15 representatives during the early morning shift
- Manage 6 Inbound Call Ques - placing representatives in ques based on individual performance to meet company ASO (Average Speed of Answer) standards. [Metrics: Aetna ASO - 30 seconds/ TransAmerica ASO - 1 minute 30 seconds]
- Assist representatives via chat/email/ one-on-one with questions regarding eligibility, benefits, and claims
- Complete ongoing requests such as generating coverage letters, updating member accounts, researching tickets
- Work closely with Senior Trainer and Management to identify the learning needs of representatives to improve operations and efficiency of the Benefit Services Department
- Develop training material based off of learning needs (cheat sheets/ formal training documents/ power point workshops)
- Send out weekly memos (Marissa's Monday Memo); highlighting an area for improvement, or a simple training refresher
- Train representatives one-on-one or in small groups on new policies and procedures
- Audit calls based on phone etiquette. Pull 1 call for each representative and send to Supervisor for the representative to listen to during monthly on-on-ones
- Assist Senior Trainer with recording calls (audio & visual) to use for future training classes, and other projects when assigned
Aaa Mid-Atlantic – Edison, NJ,
- Answer an average of 45-50 calls per day; responding to customer requests with friendly, knowledgeable service and support
- Exemplary ability to deescalate upset customer situations calmly and courteously
- Consistently met company standards by maintaining an AHT (Average Handle Time) of 5 minutes, Hold Time of 4 minutes, and Audit Score of 98%. [Metrics: AHT - 8 minutes/ Hold TIme - 4 minutes/ Audit Score - 92%]
- Assist leadership when under staffed to ensure quality of customer service and employee satisfaction on the floor by assisting peers via chat/ email/ one-on-one
Alorica – City, STATE,
- Assist Client employees with annual enrollment of health care benefits and navigation of self service portal
- Responded to customer requests via telephone and chat to efficiently answer questions and inquiries
- Cross trained in Flex - HRA Accounts. Assist customers with the submission of proper documentation that best fit their needs
Keller Williams Heritage - The Patterson Group – City, STATE,
- Developed and maintained an internal client filing system
- Frequently used word processing, spreadsheet, database, and presentation software
- Managed external contacts for Team Lead and kept track of periodic communication needed for priority contacts
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Texas State University - San Marcos, TX
***Will be returning to complete Bachelors Degree Fall 2020
Brown Mackie College - San Antonio, TX,
Transferred to Texas State to pursue Music.
The following achievements reflect past leadership and training experience
Boon Chapman (July 2018 - Current)
- Received 2 raises based on performance
- Promoted to Subject Matter Expert - Trainer
- Awarded a Certificate of Appreciation for 'Outstanding Professionalism and Positivity'
Texas State University (2013-2015)
- Elected Treasurer of Music Sorority - Tau Beta Sigma. Managed chapter funds, fundraisers, and assisted staff/faculty with marching uniforms, concert set-ups, etc. Assisted in leading a group of 20 'sisters'
Brown Mackie College (2011 - 2013)
- Elected Historian of Student Ambassadors, then President - Led weekly meetings with a group of 10 members
- Organized fundraisers, volunteering opportunities, and peer tutoring
Vector Marketing (2011)
- Achieved status as one of 3 top sales performers in North Central San Antonio
- Promoted to Assistant Manager and led groups of 15 through Advanced Training courses
Canyon High School (2008-2011)
- Principle Flute - Assist flute section with concert music as well as Region/UIL music. Offered free lessons after school
- Elected Section Leader for the Marching Band - Led a group of 25 through marching fundamentals and performance music
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School Attended
- Texas State University
- Brown Mackie College
Job Titles Held:
- Subject Matter Expert - Training
- Benefit Services Representative
- Benefits Administrator
- Executive Assistant
Degrees
- Bachelor of Arts
- Bachelor of Science
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