April Sales
Lynchburg,VA
Summary
Highly enthusiastic customer service professional with 20 years client interface experience. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Knowledgeable and dedicated customer service professional with extensive experience in Life Insurance industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
29
29
years of professional experience
Work History
Customer Service Rep New Business, Faciliatory, Sr CS NB/ InforceSr Ops Business Service Sepecialit-Inforce
Pacific Life
06.2016 - Current
- I have held different roles/ titles with Pacific Life
- Subject matter expert providing escalation support to 10–20-member team
- I distribute daily work to effectively allocate resources to meet department standards to support our clients responsible for providing operations support, problem resolution and specialized administrative support to producers, policy owners, broker/dealer back-offices, and other customers
- I coordinate production workflow and reports and create positive, productive work environment
- Provide one on one coaching for my team members to improve process knowledge
- Assist in creating and approve SOP’s for Inforce processing and Phone team
- Assist with escalations
Sr. Customer Service Rep
Genworth Financial
01.2014 - 06.2016
- Handled escalations and most complex calls by research and analyzation of all data
- Fostered relationships with customers by maintaining confidentiality and accuracy
- Coached less experienced CSR’s while managing person que calls, chats, emails and task work
Sr. Case Manager
Genworth Financial
01.2009 - 01.2014
- Maintained high quality processing of assigned cases
- Corresponded with customer in writing, thru email, and by phone
- Researched using multiple systems
- Offered resolution or escalated to superiors for resolution
Case Manager – Large Case Team
Genworth Financial
01.2004 - 01.2009
- Worked remotely with minimal supervision while maintaining speed and accuracy
- Interpreted and used common business concepts, practices, product information and procedures within the operational area
Commission Accounting Representative
Genworth Financial
01.2000 - 01.2004
- Prepared and merged all checks and statements together for mailing
- Mailed all checks and statements on schedule with a high degree of accuracy
- Answered calls pertaining to commission payments, status, amounts, etc.
Mail Center Support Representative
Genworth Financial
01.1998 - 01.2000
- Sorted and delivered all incoming mail to all departments
- Processed all outgoing mail via USPS, UPS, Fed Ex, Airborne
Transportation Specialist
Lynchburg City School System
01.1996 - 01.1998
- Provided safe and on-time transportation to and from schools for students K - 12
- Maintained order during transport
Education
Heritage High
Lynchburg, VA08.1985
CVCC
Lynchburg, VASkills
- Microsoft Word and Out Look, Cyberlife, Sea Process, Exam One, Accurint, Release Point, Nice, LexisNexis, TaxPort, Filenet, AWD, People Soft, Seagull, Milliman CDL
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Call center experience
- Customer Relations
- Problem Resolution
- Complaint Handling
- Microsoft Excel
- Professional telephone demeanor
- Call Center Operations
- Microsoft Outlook
- Product Knowledge
- Computer Proficiency
- Conflict Resolution
References
References are available on request.
Hobbies and Interests
Serve as a member of Community Development Advisory Committee of Lynchburg City School System, White Rock Community Youth Center, and am a Heritage High School Booster member
Timeline
Customer Service Rep New Business, Faciliatory, Sr CS NB/ InforceSr Ops Business Service Sepecialit-Inforce
Pacific Life
06.2016 - Current
Sr. Customer Service Rep
Genworth Financial
01.2014 - 06.2016
Sr. Case Manager
Genworth Financial
01.2009 - 01.2014
Case Manager – Large Case Team
Genworth Financial
01.2004 - 01.2009
Commission Accounting Representative
Genworth Financial
01.2000 - 01.2004
Mail Center Support Representative
Genworth Financial
01.1998 - 01.2000
Transportation Specialist
Lynchburg City School System
01.1996 - 01.1998
Heritage High
CVCC
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