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Athene Annuity - Senior Customer Service Specialist Resume Example

Hannah Wood
XXXX XXXXXXXXX XXXX, Simpsonville, SC 29680
Ph: XXXXXXXXXXXX
XXXXXXXXXXXXXXXXXXXXXXXXXXXX
Professional Summary:
Self-Motivated Service Specialist with substantial experience in annuities, team management, training, quality service, customer retention and productivity. Recognized for in depth analytical and research skills. Proven ability to adapt and excel in challenging, fast paced environments. 
Skills:

Proven Leader Interpersonal Skills

Public Speaking Mentoring/Coaching

Research/Evaluation Active Listening

Experience:
Senior Customer Service Specialist/Interim Floor Manager Nov 2011Sep 2015 Athene Annuity Greenville , SC Serve as a relevant source of knowledge of annuity products, taxation and administrations for New Business Department. Provide superior customer service experience to over 1,500 independent agents and regional and national marketing agencies. 
  • Served as Floor Manager for escalated calls and complaints due to annuity knowledge, soft skills and problem solving abilities.
  • Implemented annuity product training material for new hires.
  • Analyze training needs to develop new training programs or modify and improve existing programs.
  • Plan, develop, and provide training and staff development programs, using knowledge of the effectiveness of methods such as classroom training, demonstrations, on-the-job training. 
  • Excels in conflict resolution by resolving 98% of escalations due to systems and processing issues within 48 hours. 
  • Conferred with management to improve processes and employee morale. 
  • Reviewed pending report to ensure timely processing. 
Senior Customer Service Representative, Annuity Call Center Jun 2010Nov 2011 IBM Greenville, SC
Served as Senior Customer Representative to 1,000 agents and 5,000 contract owners. 
  • Managed 80-100 calls daily with 95% resolution and 100% customer satisfaction. 
  • Conferred with customers by telephone to process address changes, beneficiary changes, partial and full surrenders. 
Assistant Sales Manager Sep 2007Jun 2010 Hallmark Gold Crown Store Simpsonville, SC Managed daily operations for the most profitable store of four locations.
  • Increased sales by 40% by designing displays and guiding customers in choosing items that reflected style and shape. 
  • Maintained scheduling for 5 employees. 
Team Lead Structured Settlements Aug 2003Sep 2006 Computer Science Corporation Greenville, SC Managed BPO operations for Structured Settlements 
  • Reduced amount of employee overtime by 50% by effectively delegating tasks. 
  • Evaluated internal reports to ensure Service Level Agreements were met and exceeded. 
  • Supervised high volume phone center with 95% client satisfaction. 
  • Assessed employee performance through call monitoring. 
  • Improved relationship between BPO and client by providing superior communication, initiating work flow implementation and providing consistent follow through. 
Customer Service Representative IV Nov 2001Aug 2003 Customer Science Corporation Greenville, SC Provided continuous training for 15 employees. 
  • Developed process improvements and created training manuals for employees. 
  • Improved accuracy rate of employees by 60% by training, coaching and mentoring. 
Customer Service Representative Oct 1996Nov 2001 Computer Science Corporation Greenville, SC Utilized software programs to submit and issue life and annuity new business applications. 
  • Selected to be a member of pilot team to process new business from application to policy delivery. 
  • Maintained 98% accuracy rate while handling over 100% of daily mandated applications. 
Education:
Associate Customer Service Sep 2015 Life Office Management Association (LOMA)
Associate Annuity Products and Administration Sep 2014 Life Office Management Association (LOMA)
Bachelor of Science : Accounting May 1990 Newberry College Newberry, SC
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Resume Details

This is a real resume for a Senior Customer Service Specialist in Simpsonville, South Carolina with experience working for such companies as Athene Annuity, Ibm, Hallmark Gold Crown Store. This is one of the hundreds of Senior Customer Service Specialist resumes available on our site for free. Use these resumes as templates to get help creating the best Senior Customer Service Specialist resume.

Previous Companies:

  • Athene Annuity
  • IBM
  • Hallmark Gold Crown Store

Previous Job Positions:

  • Senior Customer Service Specialist
  • Interim Floor Manager
  • Senior Customer Service Representative
  • Annuity Call Center
  • Assistant Sales Manager

Schools:

  • Life Office Management Association (LOMA)
  • Newberry College

Level of Education:

  • Bachelor of Science

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