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
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
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
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