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I have 7 years of notable experience in the corporate world particular to customer care. I spent 5 years with the renowned US based telecommunications company - Sprint, I was then one of the top customer care agents so I was eventually promoted as a subject matter expert for customer care and telesales. I've handled trainings, new hire interviews and general team handling. I then became a senior assistant underwriter with QBE insurance services (North America Operations) where, part from my basic role, I continue to conduct trainings and quality checks for new team members as well as organize dissemination of process updates and revisions courtesy of our counterparts in Wisconsin. I'm also a certified Yoga teacher under Yoga Alliance International.
- Analyzes and approves amendments and cancellation on client’s commercial insurance policies. - Conducts training for newly hired senior assistant underwriters for GSSC-NA. - Conducts quality checks and analyses for the work of the team. - Facilitates and disseminates product knowledge updates and process revisions for the team. - Assigned point of contact if direct manager is unavailable.
• Customer service representative (Customer care, Sales, Technical support and Retentions) - 12/2009-07/2010 - Acted as a hybrid care specialist over the phone that catered to basic customer inquiries, product upselling, technical assistance and Retention & Cancellation concerns. • Sales escalations Supervisor and new hire validation interviewer - 07/2010 – 07/2012 - Took in supervisory calls and conducted validation interviews for new hires to assess if they are fit to join our high-profile account. • Mentor - 07/2012 – 11/2012 - Acted as a team manager/leader to a group of probationary agents - Responsibilities included call listening and calibration, deep dive analyses, formal coaching, product knowledge training. • Cluster Assist - 11/2012 – 12/2013 - Conducted chat support for product knowledge inquiries for 5-6 teams. - Provided formal coaching and product knowledge training refreshers for non-performing agents. - Generated reports for cluster’s performance analyses. • Floor support - 12/2013 – 12/2014 - Catered to product knowledge inquiries of 800-1000 agents on real time calls for the entire production
Graduated Cum Laude