I am seeking a position with a progressive growth orientated company offering challenges and potential advancement where my extensive experience will be further developed and utilized. Customer Service Supervisor that demonstrates strong communication skills, both written and oral with the ability to establish rapport with clients. I have the ability to multi-task; typing while reading, view multiple screens and systems, and keeping up to date with new procedures and tracking all items processed. I am a self-motivated innovator with a record of success with strong problem solving and decision making skills. Leads by example and establishes a professional work environment based on respect. I possess strong research and analytical skills. I have technical proficiency in Quest, ICAF, Sview, BCGI, MS Word, Excel, PowerPoint, ALS, VLS, Novell, Atlas, E-Oscar, Facsimile machine, printer and copier. Over 19 years of experience working with the public. I have assisted over 200 customers daily simultaneously, over the phone (switchboard) and in person. I've handled over $10,000 cash daily and accurately. I've won several customer service awards and certificates.
Supervision and Training
Supervised and trained up to 30 employees in the implementation of the training curriculum and the development of new policies and procedures.
Underwriting Service Assistant01/2013 to CurrentState FarmRichardson, TX.
I maintain each section of the automobile insurance policy by properly and accurately entering information while responding to request from the policy holder and/or the agent I ensure that policy transactions are issued and changes are recorded accurately and in a timely manner by rating and/or entering transactions for Commercial Middle Market accounts.
These transactions may include quotes on auto insurance, adding or removing discounts, new business lines, endorsements, cancellations or renewals Screening Middle Market account transactions to determine proper processing.
Referring accounts directly to Underwriters if they require their immediate attention while completing transactions directly delegated to me that are within my authority limits Provide assistance with data/system validation related to credit bureau reporting Order and screen miscellaneous reports that are needed in the underwriting process such as Motor Vehicle Reports, Loss History Reports, credit checks, outside inspections, loss control, etc.
Provide great customer service to agents and/or brokers while resolving problems and answering questions.
Credit Bureau Specialist III01/2012 to CurrentChase Auto FinanceArlington, TX.
My primary responsibility is to respond to credit bureau disputes or requests received from Credit Reporting Agencies or from consumers.
Working daily in one or more queues within Atlas, E-Oscar and Quest, validating and updating all internal systems and responding with updates to the Credit Reporting Agencies, as necessary.
Provide assistance with data/system validation related to credit bureau reporting and may also be required to participate in special projects, as assigned.
Focused on understanding the firm's service policies, systems, legal compliance regulations, products and services to aid while servicing our clients.
Customer Service Rep01/2011 to CurrentChase Auto FinanceArlington, TX.
Provide personalized service through telephone or written communication which meet or exceed client's time and quality expectations Process inquiries by proceeding through appropriate work flows determined by questioning and listening Responsible for resolving financial and non-financial customer inquiries; billing explanations and account maintenance Focused on understanding the firm's service policies, systems, legal compliance regulations, products and services to aid you in servicing our clients Taking Incoming calls must also be categorized in order to provide management with account trends.
Participated in special projects for the Research team.
Loan Service Specialist II01/2012 to 01/2012Chase Auto FinanceArlington, TX.
Execute transactions promptly and accurately while responding to external and internal client request and inquiries Obtain and evaluate all relevant information to handle customer inquiries and complaints Sort incoming mail and faxed correspondence; log under the appropriate inquiry type manually or by indexing and archiving Locate proper addresses and make corrections for misdirected mail; forward mail according to United States Postal Service Receive and process incoming and outgoing certified, express, and registered mail including parcels according to postal regulations.
Participated in special projects for the Credit Bureau team.
Dispatcher01/2010 to 01/2011American Medical ResponseMonroe, La.
Use computer dispatch systems to manage, receive, and dispatch emergency calls from the public Remained in constant radio and phone communication with police/fire dispatch centers throughout calls Determines the priority of calls and assesses needs for emergency services including police, fire, and medical services Monitors and keeps track of emergency units to determine which unit is closest to an emergency Enters data into computer systems based on appropriate procedures and protocol.
Set up transports for the public, hospitals and nursing homes.
Store Manager01/2009 to 01/2011Radio ShackMonroe, La.
Recruiting, hiring, and training, and Performance management.
Store operations, store merchandising, and inventory management.
Directing and maximizing sales and customer care.
Create work schedules and manage time.
Training Specialist/Supervisor01/2007 to 01/2010Accent MarketingMonroe, La.
Supported the implementation of training curriculum for CSR's, Program Managers, Asst.
Program Managers, and QA Specialist Assisted in delivering new training programs based on Client requirements and needs assessment results Worked closely with Training Manager on understanding the programs goals and expectations to ensure that the training programs meet the overall needs of the client Certified agents during training by listening to and grading three out of five calls Completed time edits and put in time for CSR's.
Customer Service Sales Associate01/2005 to 01/2008Lady FootlockerMonroe, La.
Provide excellent customer service while maintaining sales quota.
Operate computerized cash register handling large amounts of money daily.
Log in all shipments brought in by Fed -Ex.
Maintain the cleanliness of the store.
Customer Service Coordinator01/2004 to 01/2008H&R BlockMonroe, La.
Assist clients in checking in and out.
Schedule, cancel and reschedule appointments using Appointment Manager Program.
Answer multiple phone lines.
Assist tax professionals with making copies and filing tax returns.
Customer Service Representative/Lock gate01/2003 to 01/2007JP Morgan Chase Home MortgageMonroe, La.
Provided support to the sales team, ensuring all sales and service objectives were met Played a key role in increasing retention as well as satisfaction rates Worked with new customers in the development of new accounts Cultivated positive and enduring relationships with customers Assisted in the training of new customer service representatives and associates.
Staff Training01/2000 to 01/2005G. B. Cooley ServicesWest Monroe, La.
Supervised and trained up to 30 employees per class Medicaid Billing Answer multiple phone lines Filed documents and training in-services.
Created different programs using Microsoft Word, Excel, and PowerPoint.
Typed memos and ensured every department received them.
Customer Service Associate01/2000 to 01/2003Toys R USMonroe, La.
Handled the return and exchange of merchandise.
Operated cash register handling up to $10,000.00 daily.
Answered multiple phone lines.
Received and logged in shipments.
Medical Office Specialist and General Computer Skills Specialist.
Received certificate "1995".: Criminal Justice1989Northeast Louisiana UniversityMonroe, La.Criminal Justice
Diploma: General Studies1987Ouachita Parish High SchoolMonroe, La.General Studies
Billing, cash register, Credit, Client, clients, excellent customer service, customer service, customer care, Directing, filing, financial, hiring, indexing, insurance, inventory management, legal, listening, Market, merchandising, Excel, exchange, mail, money, Office, PowerPoint, Microsoft Word, Monitors, needs assessment, nursing, Performance management, police, policies, quality, QA, express, Quest, radio, Recruiting, reporting, Research, sales, tax, telephone, phone, training programs, type, validation, written communication