Dan Nguyen
Bedminster,New Jersey
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
10
10
years of professional experience
Work History
Operations Generalist
Guardian Life Insurance Compay
Bethlehem, PA
02.2022 - 06.2023
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Operations Generalist
Guardian Life Insurance Company Of America
Bethlehem, PA
03.2018 - 02.2022
- Handled high-volume calls, addressed customer inquiries about policy details, and assisted with customer requests such as loan requests, terminations, and policy changes while achieving an average handling time of 6 minutes
- Demonstrated exceptional customer service in a high volume of customer calls and emails achieving high survey scores in areas of knowledge at 4.9/5, customer service at 4.8/5, Care at 4.8/5
- Maintained an excellent quality assurance score average of 92 percent
- Earned the trust and confidence of clients by owning the client experience and making adjustments as needed to strengthen client touch points and interpersonal skills
- Operated at a high level to consistently meet and exceed business unit quality and productivity standards
- Assessed, Prioritized, and processed account requests for end customers and field partners
- Adhered to guidelines and ability to utilize resources to complete assigned work, ensuring work is in good order
- Maintained attention to detail to mitigate risk and client-facing errors.
Collector III
Wells Fargo Dealer Services
02.2013 - 12.2017
- Managed auto loan portfolio of approx
- 120 million
- Ensure every call is met with excellent customer service while ensuring federal and state compliance and regulations, Wells Fargo policy, and quality assurance are upheld on every call
- Resolved client(s)' concerns and inquiries while maintaining excellent customer service
- Maintained good customer relations with clients and effectively created solutions resulting in the best possible outcome for clients
- Negotiated account resolution and documented actions within a database while maintaining performance and productivity standards
- Demonstrated good customer service skills when initiating outbound calls and receiving inbound calls from clients which resulted in enhanced customer service experience
- Served as a resource/subject matter expert and trained team members
- Maintained passing quality assurance scores to uphold company standards.
Education
Master of Science - Human Resources Management
University of Arizona Global Campus
11.2023
Bachelor of Science in Financial Planning -
William Paterson University
Wayne, NJ01.2013
Skills
- Data Entry
- Product Knowledge
- Scheduling
- Problem Resolution
- Microsoft Office Suite
- Customer Relations
- Call Center Operations
- Customer Service
- Adaptability
- Data Collection
Custom
- Kevin Sosa, Supervisor, Guardian Life Insurance Company of America, (484)894-0430
- Michelle Mcgrady Rahming, Former Colleague, Wells Fargo Dealer Services, (908)715-0586
Timeline
Operations Generalist
Guardian Life Insurance Compay
02.2022 - 06.2023
Operations Generalist
Guardian Life Insurance Company Of America
03.2018 - 02.2022
Collector III
Wells Fargo Dealer Services
02.2013 - 12.2017
Master of Science - Human Resources Management
University of Arizona Global Campus
Bachelor of Science in Financial Planning -
William Paterson University