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Skills

  • Accuracy in financial calculations
  • Money handling abilities
  • Multi-line phone talent
  • Customer satisfaction improvement strategies
  • Data entry
  • Report preparation
  • Key holder experience
  • Data entry and transaction recording systems
  • Staff education and training
  • Feedback collection and integration for service improvement

Work Experiences

  • Was quick to respond to potential customers' questions and requests.
  • Educated employees on company procedures and services.
  • Increased the team's revenue by over $5 in sales.
  • Established long-term, loyal customer relationships by providing excellent service and detailed order, account, and service information.
  • Collaborated with vendors to plan more than 7 daily pickups and weekly deliveries.
  • Facilitated system orders and ensured that they were completed accurately in order to meet tight deadlines.
  • Contributed to $3 in annual store sales per one year.
  • Handled over 3 calls per shift, including new customer sign-ups, data retrieval, product presentations, and service cancellations.
  • Followed through on all critical inter-departmental escalations to increase customer retention rates.
  • Promoted a superior customer experience by responding to customer concerns, demonstrating empathy, and quickly resolving issues.

Summaries

  • Customer Service Representative with exceptional oral and written communication, active listening, and problem-solving abilities.
  • Effective at managing phone calls, emails, letters, and in-person requests for assistance while adhering to category regulations and metric department guidelines.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Successfully identified and resolved challenges while promoting company products and maintaining loyal, satisfied customers.
  • Annuity Customer Service Representative with 2 years of experience in dealing with customer requests and concerns.
  • Upbeat and vivacious, with grace in dealing with adversity via resourcefulness and adaptability.
  • Annuity Customer Service Representative is a service-oriented Annuity Customer Service Representative with unrivaled customer service, task prioritization, and time management skills.
  • Within Miscellaneous, senior Annuity Customer Service Representative and outstanding performer in quality assurance and stakeholder engagement.
  • Listening to customers, meeting productivity goals, and staying current on company offerings are all skills she possesses.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.

Accomplishments

  • Developed a client feedback loop for the annuities department that increased satisfaction scores by 29% within 8 months.
  • Addressed discrepancies in annuity payout calculations, ensuring all financial data was accurate and up to program.
  • Regularly handled 3 client calls daily regarding annuity product inquiries, maintaining a 36% first-call resolution.
  • Documented and resolved initiative which led to metric.
  • Utilized Microsoft Excel to reconcile discrepancies in annuity accounts, maintaining a zero-error tolerance policy.
  • Utilized CRM systems to track annuity contract life cycles and facilitated timely processing of client requests, improving SLA adherence by 67%.
  • Addressed and resolved client service complaints regarding annuity contracts, reducing escalations by 22%.
  • Led efforts to streamline annuity account verification processes, improving overall client experience and reducing errors by 69%.
  • Awarded Employee of the Year for consistently exceeding client service expectations in handling complex annuity account requests.
  • Successfully handled 11 urgent annuity account transfer escalations monthly, reducing turnaround time by 84%.

Affiliations

  • Investment & Wealth Institute (IWI)
  • National Association of Social Workers
  • Customer Service Executive Roundtables (CSER)
  • Institute of Certified Bankers (ICB) – Annuity Management Training
  • American Society of Pension Professionals & Actuaries (ASPPA)
  • Association for Computing Machinery
  • American Medical Informatics Association
  • Certified Financial Planner (CFP) Board
  • Life Insurance Marketing and Research Association (LIMRA)
  • National Customer Service Association (NCSA)

Certifications

  • First Aid/CPR Certified
  • Certified Trust and Fiduciary Advisor (CTFA)
  • Apple Certified Associate (ACA)
  • Chartered Life Underwriter (CLU)
  • Cisco Certified Internetwork Expert (CCIE)
  • Retirement Income Certified Professional (RICP)
  • FINRA Series 7 License
  • Certified Insurance Counselor (CIC)
  • Certified Income Specialist (CIS)
  • Salesforce

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