Antonio Magdaleno

• Managing a high volume workload that approximated a mix of 50-60 inbound & outbound calls daily with the focus of discussing existing policies. Upselling existing members and retention on those wanted to cancel their policies. General workday consisted on a mix of calls being placed, taken, as well as handling inbound live chats with the same duties.

Required to Maintain and meet company set KPIs as well as focus on adherence and handle time.

Demonstrate knowledge of the policy that was offered and discuss in detail benefits and membership overview.

• Operating as a licensed Insurance Agent handling a high volume of inbound calls from prospects.

Discussing a variety of Medicare advantage plans and utilizing effective listening to pinpoint needs and wants.

Expectations to sign up as many prospects as possible per month. Sales goals were set and met throughout my experience with Bloom.

• Seasonal Contract
• Supporting the New York State DMV with scheduling appointments for numerous services provided by the Department of Motor Vehicles.
• Providing general information and resolution to licensed drivers of the state of New York.

• Inbound CSA
• High volume inbound calls
• Outbound email support
• Live chat assistance
• Duties at Teleperformance consisted of day to day customer service, up selling new products, technical support and customer solutions
• Responsibilities
• Maintaining Adherence percentage
• Monitoring and maintaining average handle time
• Managed customer accounts
• Resolved customer issues
• Assisted customers via live chat
• Collected and documented orders
• Responsible for troubleshooting applications
• Worked in the inbound call center

• Inbound Calls Supporting Bank of America
• Verifying account information and or flagging any suspected fraud activity.
• High Volume Inbound calls that related to possible fraud and or security flagging.
• Maintaining a strict security policy.