Experience

UpToDate

• United States
• IT Services and IT Consulting
• 100 - 200 Employee

• Customer Service Supervisor

  • May 2013 - Present

• Customer Service Representative

  • Aug 2006 - Apr 2013

  Manage the process of resolving problem orders (declined credit cards, unidentified checks & incomplete orders)Research and propose resolutions to problems, and assign resolution tasks to other members of the customer service teamFacilitate the completion of large orders by contacting coordinators from universities & hospitalsAnswer incoming calls and emails from potential & existing customers concerning UpToDate's service



UpToDate : Wolters Kluwer Health

• Customer Service Representative

  • Aug 2006 - Apr 2013



Safeco Insurance

• United States
• Insurance
• 700 & Above Employee

• Service Coordinator

  • Feb 2005 - Jul 2006

  Assisted insurance agents by researching qualifications and quoting new business applications for a variety of commercial policies Processed various commercial policy changes of varying difficulty Verified that appropriate rates & credit/debit information were applied to policiesAnswered incoming calls from agents with questions concerning various commercial policy information Acquired knowledge of commercial auto, property & liability products though BISYS training materials & on the job training using co-workers as resourcesEarned Delivering Insurance Services certification from the Insurance Institute of America



Sun Life

• Financial Services
• 700 & Above Employee

• Group Customer Service Representative

  • Apr 2002 - Aug 2004

  Managed scheduling call center phone coverage (35-40 employees)Mentored new group employees as well as cross trained reps in group systemsAnswered incoming customer calls concerning Short Term Disability, Long Term Disability & group life insurance Processed life conversion and portability applicationsWorked independently on large project, creating letters to ensure standardized responses be sent to external customersReceived award for work on large letter rewrite projectReceived Associate Customer Service & Professional Customer Service designations from the Life Office Management Association