Telelife Customer Service Associate I Resume Example

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Jessica Claire
, , 100 Montgomery St. 10th Floor (555) 432-1000,
  • Well-versed in company's standards and best practices. Solid team player with an upbeat, positive attitude, and proven skill in establishing rapport with coworkers/clients/applicants/agents/BGAs/underwriters.
  • Focused on maintaining high levels of accuracy as well as achieving customer service and SLAs. 10+ years of experience assisting customers using active listening to offer targeted solutions.
  • Diligent and strong aptitude for working with little supervision in remote environments. Competent in listening to customer needs and meeting quality standards.
  • Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic, and results-oriented with demonstrated passion for building relationships, cultivating partnerships, and growing business.
  • Consistently friendly and professional when handling customer needs in high-volume along with fast-paced call center environments while smoothly managing workflow.
  • Highly empathetic and adaptable to addressing diverse customer situations. Proven history of building trust with customers to promote satisfaction, resolve concerns, and maintain long-term loyalty.
  • Engages with work through issue identification, escalation, and acts on customer feedback.
  • Capacity to work independently.
  • Talent for collaborating with others when it comes to the unexpected.
  • Understands the complexities of insurance products and procedures to effectively answer questions.
  • Continuously seeking improvement opportunities.
  • Superb verbal communication, written skills, positive attitude, pleasant demeanor, decisiveness, detail orientation, active listening, active learning, clerical, phone etiquette, and professionalism.
  • Excellent customer service expertise.
  • Ability to work within multiple programs simultaneously while carrying on conversation.
  • Genuine interest in putting customer first by delivering a distinctive experience and simple solutions.
06/2020 to Current Case Manager Consultant I Protective Life Insurance Company | City, STATE,
  • Supporting team initiatives and providing back up support for team members during peak influx times and periods of PTO.
  • Works very closely with underwriters, vendors, and customers on aging cases to ensure completion within time standards.
  • Thorough knowledge of all systems (UWW/Gemini/AX/Dream/PTO/UAS/Microsoft Office/vendor websites) utilized to perform the required daily duties.
  • Maintains quality at or above the team standard. (quality evaluations at 100%)
  • Assumes ownership of individual and team caseloads along with service standards throughout the completion of the application process while providing detailed/consistent communication to the customer.
  • Excellent verbal and written communication along with customer service, problem solving skills, and able to work well within a team.
  • Uses a logical and problem solving mindset along with good listening/learning skills when researching cases.
  • Managing customer relationships by providing a timely response to inquiries, concerns, and requests via email or phone.
  • Performing initial and ongoing review of each application submitted for the customers assigned through the new business process.
  • Shares knowledge with internal and external customers along with management to ensure continuous improvement for people along with the process.
08/2017 to 06/2021 Telelife Customer Service Associate I Protective Life Insurance Company | City, STATE,
  • Capability to move fluidly and adapt through variations within the process.
  • Talent to have difficult conversations regarding health as it relates to life insurance guidelines.
  • Strong detail orientation to support the automated underwriting solution outcomes.
  • Expertise to read complex vocabulary proficiently and deliver scripts in a conversational manner in order to comply with state along with company regulations.
  • Accountable for results. Fully utilized resources and judgment to act independently confident.
  • Identified and resolved customer's needs with proper probing skills, overcoming objections, and advocacy.
  • Engaged customers by utilizing strong listening skills to obtain and document personal, lifestyle, or medical information accurately while connecting personally.
  • Utilized technology to assist customers with searches for doctors, hospitals, and clinics.
  • Accessed, inputted, and retrieved information through various network systems(Alchemy/AX/Corporate Retention/Google/Microsoft Office/vendor websites) which requires the ability to use multiple systems while multitasking simultaneously.
  • Delivered a positive phone presence and customer experience. Ability to alleviate client fears about sharing personal details regarding financial, lifestyle, and health information.
  • Demonstrated excellent verbal and written communication skills necessary to obtain information relative to life insurance applications.
  • Skilled at keeping conversations on track and redirecting customer focus.
Education and Training
Expected in 05/2010 High School Diploma | Marengo Community High School, Marengo, IL, GPA:

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Resume Overview

School Attended
  • Marengo Community High School
Job Titles Held:
  • Case Manager Consultant I
  • Telelife Customer Service Associate I
  • High School Diploma

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