Summary
Overview
Work History
Education
Skills
Timeline
Generic

David Glivens

Brandon,USA

Summary

Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.

Overview

15
15
years of professional experience

Work History

Account Manager

Sunrise Community
07.2022 - 04.2025
  • Triaged incoming Level 2 complex cases for urgency. Responded to sender/requestor within 24 hours to set
    expectations and knowledge the issue.
    • Conducted complex billing audits which entailed pulling all billing transactions. Reviewed our SAP billing
    groups by creating manual billed vs paid reports.
    •
    Responsible for providing training and feedback to other associates to ensure highest quality standards.
    •
    Responsible for conducting eligibility audits and corrections on our file feed groups. Setting up and
    conducting necessary file feed customer/vendor calls to resolve on going customer file issues.
    •
    Identify and recommend new procedures to provide efficiencies in administering out business.
    • Provided functional guidance to less experienced staff as required.
    • oPro-actively meet or exceed Service Standards and exhibit key behaviors that promote extraordinary

Client Service Representative

Calhoun County Disabilities and Special Needs Board
06.2010 - 02.2021
  • Prioritized daily Work desk workload on an assigned block of business to ensure a specified turnaround time
    (TAT) objective is maintained, while providing the highest level of customer service and accuracy.
    • Conducted Welcome Calls to new groups and Benefit Administrators, Brokers, or Third Party
    Administrators, for newly issued policy or personnel replacements.
    • Responsible for participating on special projects or conference calls involving high profile Customers, Sales,
    and other business support units within or outside the Local Market.
    • Identify and recommend new procedures to provide efficiencies in administering out business.
    • Provided functional guidance to less experienced staff as required.
    • Handled customer referrals from call center.
    • Acted as key contact for the call center on escalated issues.

Client Service Manager

The Burton Center For Disabilities & Special Needs
06.2010 - 10.2020
  • •
    Prioritized daily Work desk workload on an assigned block of business to ensure a specified turnaround time
    (TAT) objective is maintained, while providing the highest level of customer service and accuracy.
    • Conducted Welcome Calls to new groups and Benefit Administrators, Brokers, or Third Party
    Administrators, for newly issued policy or personnel replacements.
    • Responsible for participating on special projects or conference calls involving high profile Customers, Sales,
    and other business support units within or outside the Local Market.
    • Identify and recommend new procedures to provide efficiencies in administering out business.
    • Provided functional guidance to less experienced staff as required.
    • Handled customer referrals from call center.
    • Acted as key contact for the call center on escalated issues.

    • Proactively meet or exceed Service Standards and exhibit key behaviors that promote extraordinary service culture.

Education

Bachelor of Science - Sociology

Benedict College
Columbia, SC
06.2006

High school diploma or GED - undefined

Orangeburg Wilkinson High School
Orangeburg, SC
05.2000

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Customer relations
  • Problem resolution
  • Relationship building
  • Call center experience
  • Computer proficiency
  • Conflict resolution
  • Complaint handling
  • Microsoft Excel
  • Complaint resolution
  • Payment processing
  • Client relations
  • Customer satisfaction measurement
  • Call center operations
  • Microsoft outlook
  • Scheduling
  • Follow-up skills
  • Call management
  • Paperwork processing
  • Appointment scheduling
  • Order processing
  • Team development
  • Documentation
  • Administrative support
  • Microsoft Office Suite
  • Microsoft PowerPoint
  • Data collection
  • Customer relationship management (CRM)
  • Prioritization
  • Staff training
  • Building rapport
  • Technical support
  • Quality control
  • Live chat support
  • Filing
  • Dispute resolution
  • Clerical support
  • Product sales
  • Multi-line phone talent
  • Coordination
  • Sales expertise
  • Order fulfillment
  • Spreadsheets
  • Account management
  • Service upselling
  • Proofreading

Timeline

Account Manager

Sunrise Community
07.2022 - 04.2025

Client Service Representative

Calhoun County Disabilities and Special Needs Board
06.2010 - 02.2021

Client Service Manager

The Burton Center For Disabilities & Special Needs
06.2010 - 10.2020

High school diploma or GED - undefined

Orangeburg Wilkinson High School

Bachelor of Science - Sociology

Benedict College

Similar Profiles

CREATE PROFILE