tbo multiple product representative resume example with 6+ years of experience

Jessica Claire
  • Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
  • Home: (555) 432-1000
  • Cell:
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Management Profile

Extensive experience with navigating between multiple benefit systems to be efficient and thorough while assisting client's

Proven ability to show consistant thorough knowledgeable plan specific rules. Continually showing efficient navigation when using multiple benefits systems to establish a thorough over view to minimze any further concerns with the participants account.

Every ineraction I had with clients I consistantly address and resolve our customers concerns with speed, accuracy and professionalism.

Resourceful [Job Title] who consistently meets and exceeds productivity goals.

Call Center Representative versed in customer support in high call volume environments. Superior computer skills and telephone etiquette.

Customer Service Representative who maintains a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty.

Customer-focused Representative with a proven capacity to troubleshoot issues to ensure customer satisfaction.Customer-focused Representative with a proven capacity to troubleshoot issues to ensure customer satisfact

Key Skills
  • Strong organizational skills
  • Active listening skills
  • Seasoned in conflict resolution
  • Telephone inquiries specialist
  • Invoice processing
  • Customer service expert
  • Customer Relationship Management software (CRM)
  • Proficient with Microsoft Office Suite
  • Call center management experience
  • Service solutions expert
  • High customer service standards
  • Skilled multi-tasker
  • Deadline-oriented
  • Service solutions expert
  • High customer service standards
  • Dedicated to process improvement
  • Call center management experience
  • Employee relations specialist
  • Dedicated to process improvement
  • Troubleshooting skills
  • Strong problem solving ability
  • Telecommunications knowledge
  • Proficient in customer account software
Work Experience
TBO (Multiple Product) Representative, 06/2011 to 2015
Genuine Parts CompanyHuntersville, NC,
  • Answering customer inquiries with a professional attitude and manner while adhering to measurable departmental goals.
  • Effectively utilizing and navigating internal resources to recover the right solution for the client e.g. computer systems, online resources, and business partner relationships
  • Ability to listen to and work with a wide range of customers with a wide range of diverse challenges to achieve "win-win"
  • Being able and efficient at defining a problem clearly and escalating concerns appropriately when necessary.
  • Ability to uncover hidden customer needs utilizing effective questioning
  • Excellent communication skills both written and verbal
  • Establishing rapport with customers, making them feel unique and valued.
  • Demonstrating excellent call handling skills, patience and respect with complex and non-complex calls
  • Exceptional detail orientation
  • Demonstrated mastery of customer service call script within specified timeframes.
  • Ability to identify actions necessary to completDeveloped effective relationships with all call center departments through clear communication.Maintained up-to-date records at all times.Addressed customer service inquiries in a timely and accurate fashion.Ran reports and supplied data to fulfill customer report requirements.e tasks and obtain results
  • Take personal account for acquiring the expertise, knowledge and information to effectively solve customer's issues
  • Initiating resource Updates in vital systems to continue excellent and quality service to clients
  • Familiarity with presenting performance data and solutions
  • Processing transactions accurately.
  • Learn quickly and retain information to assist with decision making
  • Proven ability to define a problem clearly and escalate concerns appropriately when necessary
  • Actively participating in Quality Improvement Process
  • Positive and constructive view of working with others/team player
  • Proven ability to display empathy
  • Reviewing payment options for pension while preparing calculations in Defined Benefit Calculation System
  • Create and complete Verification of pension letter requests for participants
  • Knowledge of State and Federal tax withholdings for pension
  • Attended bi-weekly reviews with management to review policy changes and reviews of recent calls that were reviewed by management
  • Took part in client meetings to review and discuss any policy changes that are going to impact a certain group of employees (Active, retired etc) or the whole population.
  • Attended client presentations to prepare the representatives for any concerns or questions the employees may have about specific plan changes
  • Received education at client seminars and took part in reviewing the impact and purpose of the changes to their employees benefits
  • Tax and direct deposit updates for pension (Defined Benefits)
  • Efficient listening and questioning to quickly identify and resolve participants needs
  • Processing life events (Birth, marriage, divorce, dependent loses/gains coverage)
  • Determining eligibility for benefits (retiree benefits, new hire waiting periods etc)
  • Expertise with plan rules
  • Assisting participants with carrier and coverage changes that impact retirement and health benefits
  • Utilizing UPD'S (Employer Plan Documents) for client specific processes
  • Billing knowledge for all participant groups (retiree, COBRA, active,
  • paid LOA, unpaid LOA)
Customer Service Associate, 08/2009 to 05/2011
T-MobileCity, STATE,

Maintained up-to-date knowledge of store policies regarding payments, returns and exchanges.

Developed highly empathetic client relationships and earned reputation for exceeding sales goals.

Expressed appreciation and invited customers to return to the store.Managed quality communication, customer support and product representation for each client.Managed quality communication, customer support and product representation for each client.Worked under strict deadlines and responded to service requests and emergency call-outs.Promptly responded to general inquiries from members, staff, and clients via mail, e-mail and fax.

Interacted with customers and retail buyers to follow-up on shipping statuses and expedited orders.Interacted with customers and retail buyers to follow-up on shipping statuses and expedited orders.

Resolved product/policy issues and shared benefits of new technology.Assisted customers with store and product complaints.

Recommended, selected and helped locate merchandise based on customer needs and desires.

Regularly sought opportunities to up sell and add on additional merchandise.

Communicated all merchandise needs or issues to appropriate supervisors.Processed merchandise returns and exchanges.

• Multi-tasking between billing and usage systems

•Achieving metric goals (AHT, Customer service CEI, Maintaining positive customer experience surveys, Quality, etc)

•Sales training

•Financial recovery training

•Product training

•Resource utilization

•De-escalation experience

•Meet goals and performance standards

•Weekly written reviews and coaching’s

•Continuous leadership training and development

•Trouble shooting capabilities

Intern Clinical Nutrition Rotation, 2006 to 2007
Maine Medical CenterCity, STATE,
  • Fast past and changing environment
  • Focus on meeting the nutritionally needs of each patients
  • Met Departments needs and by evaluating nutritional standards
  • Prioritized patient's needs by evaluating nutritional standards

Coordinated nutrition care with other members of the health care team and delegated responsibilities.Reviewed records and assessed the nutritional condition of at-risk residents, including those with unplanned weight changes.Developed and oversaw preparation of specialized diets.Recommended appropriate feeding schedules and methods to meet nutritional needs.Served as a nutrition resource to departmental and health care staff to enhance nutritional services.Counseled patients regarding special dietary needs.Calculated nutritional requirements and assessed the adequacy of diet and nutrition support.Assessed clients’ overall physical health with body composition scale measurements.Encouraged clients and caregivers to follow recommended food guidelines for well-balanced diets.Consulted regularly with physicians on patients' weight and hypertension control measures.

Associates: Liberal Studies, Expected in 2009 to Southern Maine Community College South Portland - South Portland, ME

Received two Associates Degree's in Liberal Studies and Dietetics

Associate of Arts: Liberal Studies, Expected in 2009 to Southern Maine Community College - South Portland, ME
Attended client presentations to prepare the representatives for any concerns or questions the employees may have about specific plan changes

Clinical Nutrition, Associate, Sales, Bakery, Inventory, Ordering, Pricing, Sales And, Stocking, Weekly Sales, Account For, Accounts And, Answering, Benefits, Bi, Billing, Business Intelligence, Change Management, Clients, Cobra, Customer Accounts, Customer Inquiries, Customer Service, Defined Benefits, Due Accounts, Excellent Communication Skills, Excellent Written And Verbal Communication Skills, Federal Tax, Forecasting, Health Benefits, Leave Of Absence, Loa, Optimization, Oracle, Patience, Payments, Problem Solving, Receptionist, Resource Utilization, Retail Sales, Sales Training, Sell And, Solutions, Team Player, Time Management, Training, Written And Verbal

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Resume Overview

School Attended

  • Southern Maine Community College South Portland
  • Southern Maine Community College

Job Titles Held:

  • TBO (Multiple Product) Representative
  • Customer Service Associate
  • Intern Clinical Nutrition Rotation


  • Associates
  • Associate of Arts

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