Bobbi Cressey Roakes
Customer Service: Corporate and Small business
Sebago,ME
Summary
Experienced customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty.
Overview
20
20
years of professional experience
Work History
EZPASS CUSTOMER SERVICE REPRESENTATIVE
Maine Turnpike Authority
09.2014 - 02.2022
- Professionally managed incoming EZpass client calls. Actively listened to concerns and assisted patrons with payments, sales of EZpass tags, aided in the resolution of toll violation notices, returned patron calls, guided patron with online access and general maintenance.
- Performed courtesy callout to patrons receiving registration suspension notices from out of state agencies.
- Responsible for receiving all lost/returned EZpass tags, conducted due diligence to locate owner and return, or return in the MTA system for recycling.
- Received and sorted all MTA mail. Processed all incoming retail EZpass account mail and delivered remaining mail to appropriate departments.
- Covered the main reception during employee breaks.
- Programs used: MS Excel, MS Word, MTA specific software.
ABANDONED FINANCIAL PROPERTY ANALYST
John Hancock Financial Services
07.2012 - 04.2014
- Dedicated to participant research and resolution of fixed annuity abandoned accounts, over-age deferred accounts, deferred death accounts and active accounts.
- Assisted participants with commencement of annuity payments as well as initiating claims with family of deceased participants.
- Responsible for suspending 'at-risk' accounts and un-suspending 'found' participants. Calculation and release of back payments. Researched monthly pre-stale checks. Closed expired accounts and processed lump sum escheatments.
- Prepared due diligence reports for Verus Financial pertaining to escheatment controls. Programs used: Excel 2010, MS Word, Accurint, eTreasury, Encorr, JH Annuities and Tracker.
GROUP LONG-TERM CARE CLIENT REPRESENTATIVE
John Hancock Financial Services
11.2011 - 06.2012
- Managed incoming client calls pertaining to Long-Term Care coverage. Developed strong relationships with clients by establishing trust and understanding their unique health situation. Provided comprehensive product knowledge to clients, enabling them to make informed decisions.
- Reviewed benefits specific to each participant's employer corporate profile.
- Initiated LTC claims and facilitated claim manager and participant communication.
- Researched and resolved billing inquiries.
- Experienced in assisting new enrollments, answering eligibility questions and benefit options.
- Processed document requests as well as updating participant records.
- Effective management of escalated calls.
- Programs used: CARE customer service workstation, Customer Support Center for rate increase, MS Excel 2010, MS Word, GLTC Workflow.
Education
Bachelor of Science - Business Administration / Marketing
University of Maine
Orono, MEHigh School Diploma -
Hampden Academy
Hampden, MESkills
- Customer Engagement
- Effective problem solving
- Works well with team or individually
- Account Management
- Department collaboration
- Cash Handling
- Processing payments
- Account Reconciliation
Timeline
EZPASS CUSTOMER SERVICE REPRESENTATIVE
Maine Turnpike Authority
09.2014 - 02.2022
ABANDONED FINANCIAL PROPERTY ANALYST
John Hancock Financial Services
07.2012 - 04.2014
GROUP LONG-TERM CARE CLIENT REPRESENTATIVE
John Hancock Financial Services
11.2011 - 06.2012
Bachelor of Science - Business Administration / Marketing
University of Maine
High School Diploma -
Hampden Academy
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