Chuntaye Jordan
Ashtabula,OH
Summary
Accomplished at New York Life Insurance Co, I leveraged my expertise in operations management and client support to enhance service delivery, achieving a notable increase in agent satisfaction. My strategic approach and relationship management skills fostered long-term loyalty and streamlined processes, driving efficiency and accuracy in reporting metrics.
Overview
17
17
years of professional experience
1
1
Certification
Work History
CSR- Retention Analyst
New York Life Insurance Co
09.2022 - 10.2024
- Provided Field Management, Administrators and agents with inforce illustrations based off state regulations and requirements.
- Upheld strict adherence to company policies and procedures while providing exceptional service experiences for each agent interaction.
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in a higher rate of agent satisfaction.
- Developed strong relationships with agents by understanding their needs and preferences, fostering long-term loyalty.
- Followed up with agents about resolved issues to maintain high standards of customer service.
- Processed a minimum of 18 to a maximum of 25 inforce illustration requests daily.
- Average call handle time 5 minutes with 97% first call customer satisfaction score.
- Streamlined communication between departments ensuring timely resolution of customer concerns.
- Provided Senior Leadership Team with feedback for workflow process improvement.
- Skillset resourced for ad-hoc projects.
- Maintained up-to-date knowledge of product and service changes.
- Planned and coordinated fundraising events.
- Planned and implemented fundraising events.
- Enhanced donor retention rates with consistent communication strategies and personalized outreach efforts.
- Increased donor engagement by developing and implementing targeted fundraising campaigns.
CSR- External Replacement Analyst
New York Life Insurance Co
08.2018 - 09.2022
- Input replacement transactions accurately based on each state requirement and regulation.
- Run inforce illustration as required by each requirement by each state regulation.
- Coordinated communications between various departments related to compliance deadlines.
- Maintained and archived regulatory paperwork.
- Performed and documented quality control checks to maintain compliance with company initiatives.
- Skillset resourced for technical, product and regulatory information.
- Processed an average of 37 replacement requests daily.
- Planned and coordinated fundraising events.
- Planned and implemented fundraising events.
- Increased donor engagement by developing and implementing targeted fundraising campaigns.
CSR- Withdrawal Disbursement Representative
New York Life Insurance Co
10.2016 - 08.2018
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Processed various financial withdraw transactions, loans, dividends and surrendered contracts.
- Updated CMR, Customer Master Record accordingly.
- Processed an average of 50 disbursement cases daily.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues efficiently.
- Responded to customer requests for products, services, and company information.
- Developed strong relationships with clients by understanding their needs and preferences, fostering long-term loyalty.
- Promptly responded to inquiries and requests from prospective customers.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Greeted customers warmly to set tone of customer experience and provide welcoming and friendly atmosphere.
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
- Processed outgoing correspondence to clients, external agents and carriers with a high level of accuracy.
Program Assistant I
Cuyahoga Community College Metro Campus
09.2013 - 12.2014
- Assisted with planning and coordinating day-to-day and special program activities.
- Established rapport with clients through exceptional customer service practices, fostering ongoing relationships built on trust and respect.
- Provided administrative support to department leadership, streamlining daily operations through efficient task prioritization and delegation skills.
- Supported planning and coordination of workforce classes, programs and associated activities.
- Implemented centralized record-keeping system to improve overall data accuracy and accessibility for team members.
- Prepared clearly written and formatted documents and reports.
- Managed both digital and physical filing systems and retrieved documents as required.
- Supported the development of new programs through thorough research and analysis of industry trends.
- Coordinated event logistics, including venue selection, catering arrangements, and attendee registration processes.
- Developed comprehensive resource materials for program participants, leading to better program understanding and compliance.
- Enhanced program visibility by coordinating and executing marketing campaigns across multiple platforms.
- Managed data and correspondence to secure information across complex landscapes of organizational departments.
- Provided prospective or new students with information about educational and career planning, university resources and academic programs.
- Assisted in the planning and execution of on-campus events, promoting a positive campus culture for both new and returning students.
- Helped students complete applications and navigate admissions processes.
- Finalized and processed enrollment applications.
- Monitored enrollment trends to inform strategic planning initiatives aimed at optimizing recruitment efforts in target markets.
Housing Choice Voucher Operation Specialist
CMHA Housing Choice Voucher Program
10.2007 - 06.2012
- Provided training and mentorship to junior staff members, contributing to overall team success.
- Analyzed data trends to identify opportunities for improvement in operational performance metrics.
- Ensured compliance with industry regulations, minimizing risk exposure for the organization.
- Improved operational efficiency by streamlining processes and implementing new workflow strategies.
- Facilitated change management initiatives, guiding teams through periods of transition while maintaining morale and productivity levels.
- Supported business continuity planning efforts by developing contingency plans and emergency response protocols.
- Coordinated cross-functional teams for successful project execution and timely delivery of services.
- Collaborated with various departments to develop integrated solutions addressing organizational challenges.
- Facilitated smoother day-to-day operations by establishing clear guidelines for task prioritization and resource allocation.
- Enhanced data accuracy by overseeing transition to new data management system, minimizing errors.
- Collected, arranged, and input information into database system.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Generated reports detailing findings and recommendations.
- Created and managed project plans, timelines and budgets.
- Devised and implemented processes and procedures to streamline operations.
- Reduced scheduling conflicts and ensured timely execution of tasks through proactive rescheduling and resource allocation adjustments.
- Identified best practices within the scheduling function, sharing these insights across teams to drive continuous improvement efforts.
- Improved dispatch efficiency by implementing new scheduling and routing strategies.
- Reported to management operational activities and maintained current records.
- Supported the implementation of new technology systems designed to enhance dispatch operations' overall efficiency and effectiveness.
- Maintained meticulous records of all case-related documents, facilitating easy retrieval and review when needed.
- Managed a team of 4 route schedulers responsible for route coordination of 18 HCVP inspectors daily.
Education
GED -
Max S Hayes Vocation High School
2211 W 65th St, Cleveland, OH 4410205.2000
Skills
- Client Support Expertise
- Proficient in Microsoft Office Applications
- Strategic Route Planning
- Conflict Resolution Expertise
- Strategic Workforce Planning
- Relationship Management Expertise
- Accuracy in Reporting Metrics
- Analytical Problem-Solving
- Client-Centric Approach
- Technical Documentation Skills
- Project Coordination
- Operations Management
- Analytical Thinking
- Skilled in CRM Applications
- Precision in Task Execution
Certification
Customer Service HCV Program - Nan McKay & Associates
April 2007
Timeline
CSR- Retention Analyst
New York Life Insurance Co
09.2022 - 10.2024
CSR- External Replacement Analyst
New York Life Insurance Co
08.2018 - 09.2022
CSR- Withdrawal Disbursement Representative
New York Life Insurance Co
10.2016 - 08.2018
Program Assistant I
Cuyahoga Community College Metro Campus
09.2013 - 12.2014
Housing Choice Voucher Operation Specialist
CMHA Housing Choice Voucher Program
10.2007 - 06.2012
GED -
Max S Hayes Vocation High School
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