Don Wilkinson
Waverly
Summary
Dynamic Service Administration Specialist with a proven track record at TruStage (CUNA Mutual), enhancing office efficiency through innovative database management and exceptional communication. Adept at collaborative problem-solving and workforce management. I excel in optimizing customer interactions and delivering timely support, while ensuring high service levels and satisfaction.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Service Administration Specialist
TruStage
03.2020 - 10.2024
- Improved office organization by developing filing system and customer database protocols.
- Maintained customer databases by entering new customer information into the system.
- Conducted research, compiled and typed statistical reports, synthesized information and provided excellent communication to disseminate information throughout organization.
Contact Center Associate
TruStage
07.2013 - 03.2020
- Utilized problem-solving skills to quickly resolve difficult situations.
- Identified customer needs by actively listening to their concerns and requests.
- Answered customer inquiries via telephone and email, providing technical support and policy information.
Workforce Management Analyst
Trustage
04.2005 - 07.2013
- Provided real-time support during high-volume periods, ensuring adequate staffing levels and minimizing wait times.
- Managed overtime, shift swaps, breaks and PTO requests.
- Set and adjusted schedules to maintain optimal coverage and service levels.
Education
Bachelor of Science - Business Administration And Management
University of Northern Colorado
Greeley, CO01-1992
Skills
- Exceptional Customer Interaction
- Attention to detail
- Collaborative Problem Solving
- Flexible and Adaptable
- Research Project Involvement
- Proficient Verbal and Written Communications
Certification
- Obtained Series 7, Series 6, and Life/Health licenses
Timeline
Service Administration Specialist
TruStage
03.2020 - 10.2024
Contact Center Associate
TruStage
07.2013 - 03.2020
Workforce Management Analyst
Trustage
04.2005 - 07.2013
Bachelor of Science - Business Administration And Management
University of Northern Colorado
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