Davida Edwards Hanson
Browns Summit,NC
Summary
Enthusiastic client services professional with strong background directly interfacing with industry customers. Well-versed in products, services and consumer trends. Dependable achiever committed to holding highest ethical standards and maintaining customer trust.
I am also a Diligent Quality Auditor with a fair approach and strong attention to detail. Reduces errors and increases conformance by conducting thorough audits and routine reviews. Focused on helping root out systematic errors and improve consistency.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Quality Auditor & Documentation Associate
Lincoln Financial Group
Greensboro, NC
08.2022 - 04.2024
- Created reports on audit findings, including recommendations for improvements.
- Collaborated with production staff to resolve quality issues in a timely manner.
- Conducted internal audits to ensure compliance with quality standards.
- Provided guidance to team members on the implementation of corrective action plans.
- Investigated and identified quality issues to uncover root causes and explore potential corrective actions.
- Recommended changes in products or processes to improve quality levels.
- Designed quality guidelines and procedural manuals to communicate important information with end users.
- Maintained documents by managing files following established procedures.
- Performed quality assurance checks on all documentation material before final publication.
- Drafted and updated vital company documents and records.
Service Representative II - Processing
Lincoln Financial Group
Greensboro, NC
06.2012 - 08.2022
- Cultivated relationships with teammates to assist customers with inquiries or resolve problems.
- Worked closely with supervisors to ensure that tasks were completed according to company standards.
- Provided excellent customer service by addressing customer needs in a timely fashion.
- Maintained up-to-date knowledge of company products, services, policies, and procedures.
- Processed complex changes life products, i.e. DOB/Sex Changes, Mortality Class Changes, Add and Remove policy riders and benefits
- Processed reinstatement of lapsed life insurance policies.
- Provided peer-to-peer training as needed.
Customer Contact Professional
Lincoln Financial Group
Greensboro, NC
12.2009 - 06.2012
- Maintained up-to-date knowledge of company products, services, policies, and procedures.
- Managed escalated calls professionally while keeping the customer satisfied throughout the process.
- Provided product information and answered questions regarding availability, features, benefits, and pricing.
- Handled complaints, resolved problems, and provided appropriate follow-up to ensure customer satisfaction while working on th Help Desk for peer support.
- Answered incoming calls, providing frontline customer support or assistance with product and service transactions.
- Developed strong relationships with customers by providing personalized assistance and support.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Mentored new employees on procedures and policies to maximize team performance.
Education
Medical Receptionist - Certificate -
Guilford Technical Community College
05.2009
Early Childhood Education - Certificate -
Guilford Technical Community College
05.2006
High School Diploma -
Ben L. Smith High School
06.2001
Skills
- Microsoft Office (Word, Excel, PowerPoint, etc)
- Quality Audit
- Customer Service
- Call Center Operations
- Troubleshooting/Problem Solving
- Internal Support
- Researching
- Customer Inquiry
- Complaint Handling
- Reports & Documentation (SOP Writing)
- Training & Coaching
- Customer Order Fulfillment
- Medical knowledge and terminology
Certifications Training
- ACS Designation, 02/2015
- CsA, 12/2011
- Money Guard/Variable Universal Life, 12/2011
- Series 6 License, 10/2011
- Aetna/CAPS, 03/2011
- LOMA Level I, 02/2011
- PACE (CCC), 07/2010
- Illustrations and Disability, 07/2010
- LTT, 12/2009
- All operating systems, 12/2009
Profile Snapshot
Fourteen years of commended performance in key customer service and support roles. Expert in customer care/communications, problem solving, relationship building and user training and support. MS Office user with additional proficiencies in assorted databases.
Awards
- Applause Award, July 2013
- Employee of the Month, August 2011
- It's For You, awarded throughout the year
Certification
- LOMA ACS Designation - February 20
- FINRA Series 6 - October 2011
- LOMA Level I - February 2011
Accomplishments
- Applause Award - July 2013
- Employee of the Month - August 2011
- "It's For You" - Awarded throughout the year 2009-2012
References
References available upon request.
Timeline
Quality Auditor & Documentation Associate
Lincoln Financial Group
08.2022 - 04.2024
Service Representative II - Processing
Lincoln Financial Group
06.2012 - 08.2022
Customer Contact Professional
Lincoln Financial Group
12.2009 - 06.2012
Medical Receptionist - Certificate -
Guilford Technical Community College
Early Childhood Education - Certificate -
Guilford Technical Community College
High School Diploma -
Ben L. Smith High School