Summary
Overview
Work History
Education
Skills
Timeline
Generic

Charline Miller-McGee

Ankeny,IA

Summary

Detailed Client Service Associate known for having great organizational skills. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued. Personable and dedicated Customer Service Representative with extensive experience in [Type] industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience. Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Organized and motivated employee eager to apply time management and organizational skills in various environments. Seeking entry-level opportunities to expand skills while facilitating company growth.

Overview

24
24
years of professional experience

Work History

New Business Senior Client Representative

Athene Annuities
West Des Moines, IA
10.2021 - 11.2023
  • Managed multiple projects simultaneously while meeting tight deadlines.
  • Engaged in regular communication with clients regarding their accounts.
  • Ensured compliance with industry regulations related to client services.
  • Developed strong relationships with existing and potential customers.
  • Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Promoted available products and services to customers during service, account management and order calls.
  • Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.

Senior Client Follow up Representative

Athene Annuities
West Des Moines, IA
10.2021 - 11.2023
  • Assisted co-workers during busy periods or whenever needed in order to provide excellent customer service.
  • Answered questions and resolved concerns for customer support.
  • Resolved customer complaints in a professional manner while remaining empathetic to their concerns.
  • Consistently met daily performance goals set by management team members.
  • Answered phone calls and directed them to appropriate personnel.
  • Demonstrated strong problem solving skills when faced with challenging situations or complex inquiries from customers.
  • Provided customer service by answering product and service related questions.
  • Demonstrated exceptional service skills by going above and beyond to satisfy customers on phone and in person.
  • Greeted customers and responded to inquiries in a timely manner.
  • Established positive relationships with customers through effective communication techniques.
  • Established relationships with existing customers to promote new product or service opportunities.
  • Collaborated with colleagues in other departments to ensure that all customer needs were met effectively.

Workforce Coordinator

Iowa Workforce Development Center
Des Moines, IA
04.2020 - 09.2022
  • Provided career counseling services to individuals seeking employment or transitioning from one industry sector to another.
  • Identified resources available through public agencies and private organizations that could be utilized by program participants.
  • Facilitated employer and employee meetings in order to resolve any issues related to job performance or workplace dynamics.
  • Processed paperwork associated with enrolling program participants into various training programs or apprenticeships.
  • Interviewed job applicants to obtain information on work history, education or job skills.
  • Scheduled or conducted new employee orientations.
  • Conducted exit interviews and completed employment termination paperwork.

Home Mortgage Consultant 3

Wells Fargo
West Des Moines, IA
11.2018 - 01.2020
  • Counseled clients on home purchasing and loan process as well as on industry topics.
  • Served as liaison between borrowers and lenders and collaborated with both parties to obtain optimal loans for home purchases.
  • Presented and processed client loan documents and verified comprehension of essential language.
  • Maintained current knowledge of industry regulations, standards, and trends.
  • Developed strategies to increase customer satisfaction levels throughout the lending process by streamlining processes and increasing efficiency wherever possible.
  • Ensured compliance with all federal and state laws governing mortgage lending activities.
  • Collaborated with other departments within the organization to ensure that customer needs were met in a timely manner.
  • Provided detailed information regarding mortgage products, rates, and terms to customers.
  • Informed customers of application deadlines, approvals and denials.
  • Educated customers regarding actions and strategies for debt repayment.

Member Service Representative 2

Nationwide Insurance Company
Des Moines, IA
08.2017 - 10.2018
  • Provided support to members regarding account inquiries, processing transactions, and resolving issues.
  • Greeted customers in a friendly and professional manner.
  • Answered incoming calls regarding membership benefits and services.
  • Performed cash handling duties such as deposits and withdrawals for members' accounts.
  • Enhanced member relationships by providing excellent service during each interaction.
  • Handled customer complaints in an efficient and courteous manner.
  • Helped members resolve account problems and navigate internal systems to handle routine needs.
  • Maintained accurate records of member interactions and transactions.
  • Answered member questions about products and services.
  • Managed customer conflicts and challenging situations by staying calm and accessing internal knowledge bases to develop strategic solutions.
  • Monitored compliance with organizational security protocols when interacting with members.
  • Verified identity information on new accounts using established procedures.
  • Consulted with customers regarding needs and addressed concerns.
  • Presented and explained services and products to meet member needs.
  • Participated in team meetings to discuss customer service strategies and goals.
  • Assisted colleagues with tasks as needed during peak times of activity.

Mortgage Document Specialist IV

Military Family Home Loans
West Des Moines, IA
07.2011 - 05.2015
  • Reviewed documents for accuracy, completeness, and compliance with applicable regulations.
  • Performed quality control checks on scanned images prior to release into document management system.
  • Kept documents moving in proper flow by applying strong organizational, planning and multitasking abilities.
  • Maintained records of all documents scanned and indexed into the system.
  • Prepared documents for scanning and indexing into the document management system.
  • Maintained a safe work environment by following security protocols when handling sensitive materials.
  • Completed documents and work requests according to company standards.
  • Responded promptly to customer inquiries regarding status of requested documents.
  • Set up documents for individual projects based on specifications.
  • Resolved discrepancies between physical files and electronic records within the system.
  • Managed document processes through scanning, filing and transmitting while following all standard procedures.
  • Submitted project documentation to management for approval, transmitting approved documents to customer.
  • Reviewed array of different types of documents, including drawings, spec sheets, and blueprints to maintain accuracy.

Agent Support Specialist

American Republic Insurance Company
Des Moines, IA
03.2000 - 06.2011
  • Provided technical support to customers via telephone and email.
  • Provided guidance on best practices for using company products or services.
  • Assisted in developing training materials for new agents joining the team.
  • Resolved software issues by troubleshooting hardware and software problems.
  • Responded quickly and professionally to escalated calls from customers who were dissatisfied with their experience.
  • Assisted with the installation of computer systems, networks and applications.
  • Coordinated with IT staff to ensure proper system operation and maintenance.
  • Developed customer service skills while responding to inquiries in a timely manner.
  • Reviewed incoming emails from customers to ensure that all requests are addressed promptly.
  • Collaborated with cross-functional teams on projects related to customer service initiatives.
  • Tested new products for compatibility with existing systems and software programs.

Education

Bachelor of Arts - Psychology

University of Washington
Seattle, WA
05-1987

Skills

  • Compliance Knowledge
  • Financial Acumen
  • Pipeline Management
  • Territory Management

Timeline

New Business Senior Client Representative

Athene Annuities
10.2021 - 11.2023

Senior Client Follow up Representative

Athene Annuities
10.2021 - 11.2023

Workforce Coordinator

Iowa Workforce Development Center
04.2020 - 09.2022

Home Mortgage Consultant 3

Wells Fargo
11.2018 - 01.2020

Member Service Representative 2

Nationwide Insurance Company
08.2017 - 10.2018

Mortgage Document Specialist IV

Military Family Home Loans
07.2011 - 05.2015

Agent Support Specialist

American Republic Insurance Company
03.2000 - 06.2011

Bachelor of Arts - Psychology

University of Washington
Charline Miller-McGee