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
Similar Profiles
Sireesh MalasaniSireesh Malasani
Lead Business Intelligence Analyst at TruStageLead Business Intelligence Analyst at TruStage
Robert HarbekeRobert Harbeke
Insurance Agent at TruStageInsurance Agent at TruStage
Ashton SuttonAshton Sutton
Sales Account Manager at TruStageSales Account Manager at TruStage