ETIENNE FRU
RIVERVIEW ,FL
Summary
Overall, I have 8 years of experience in communicative customer service. Skilled and driven customer service professional seeking for great customer service opportunities to meet up with companies’ requirements and achievements. Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skills like outstanding active listening, multitasking, analytical, flexibility, time-management, team player mentality, good verbal and written communication skill and great organizational skill. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued. Amicable call center professional thriving in fast-paced customer service settings offering exceptional strengths in skills and knowledge. With a good background knowledge in IT, Insurance and diverse customer service experience I am ready to help my new environment achieve its goals while increasing my skills and knowledge.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Assurance/Wells Fargo
11.2021 - 01.2025
- Developed comprehensive knowledge of insurance policies, procedures, and regulations to ensure accurate and timely responses.
- processed mail received via letters, email and faxes regarding policy changes, coverage verification and policy inquiries
- Assisted the field sales agent in processing endorsement, billing and managing client policies
- Evaluated customer account for coverage minimums , cross sell opportunities and referral to a sales agent for review.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Handled all customer relations issues in a gracious manner , Analysis new or renewal policies against the binder and expired policy
- Handled phone and email inquiries from insurance companies , identified and prepared premium finance quotes/agreements, sent renewal quotes to clients
- identification cards and policy endorsement to support acquisition and retention of profitable business.
- created letters documenting contact and endorsement changes to client, ordered system letters for missing information , remind clients of expired policy , renewal time frames and insured that the proper documentation was recorded
- placed mortgage insurance policies on customers with expired policies to secure wells fargo interest and that of the customer
- sell wells fargo mortgage customer with the best affordable insurance quotes out there to secure their properties in a timely and effective manner
INTAKE CARE SENIOR CUSTOMER SERVICE REP
MAXIMUS(health Insurance)
11.2019 - 09.2021
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Remained calm and professional in stressful circumstances and effectively diffused tense situation.
- Processed and sent invoices, adjustments, and credit memos to customers.
- Worked with office 365, Google Suite and Salesforce.
- Demonstrating a complete awareness and understanding of the responsibilities and workflows of the various departments within company.
- Send eligibility requests to determine effective coverage dates or to verify correct benefits are loaded.
- Write authorizations to ensure claims are paid correctly and issues refunds.
- Supported customers with online billing, access, and account issues.
- Completed transactions for membership renewals and extensions for health insurance
- Worked with Jira and ServiceNow ticketing system for documentation and to create incidents.
Help Desk Assistance/Customer Service Representative
Verizon
06.2017 - 04.2019
- Provided support for all internal applications and systems, driving Helpdesk efficiency, and automating repetitive tasks, while administering a wide variety of SaaS products
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Proactively monitor network status, resolve network incidents, and handle escalated tech issues.
- logged and managed support tickets using a ticketing system, ensuring accurate and detailed documentation of issues and resolutions.
- provided first-line technical support to end-users addressing software and hardware issues and resolving technical problems in a timely manner.
- Developed and maintained technical documentation, applying best-in-class tools, and learning new ones has ensured efficient ticket handling and cross-functional collaboration, making me an integral part of the growth
- participated in onboarding and training sessions for new employees, providing technical guidance and support
Education
Bachelor of Science - Banking And Finance
UNIVERSITY OF BUEA
CAMEROON 02-2017
Skills
- Good with MacOS and different versions of Microsoft windows operating systems
- Skilled when it comes to working Google and MS software’s and application
- Skilled when it comes to working with virtual environments like Citrix, Hyper-V, VMware, and virtual box
- Creative Problem Solving
- Customer Relations
- Project Management Abilities
- Inbound and Outbound Calling
- Fast leaner and good with understanding new environment
- Data Entry
- Power BI
- Salesforce
- Appointment Scheduling
- Account Updating
- active listener, multitasking, analytical, Positive and professional, flexibility, time-management, team player mentality, good verbal and written communication skill and great organizational skill
Certification
- General line- Property and Casualty Insurance License
- CompTIA A+ Technician – CompTIA.
- Project Management Professional (PMP) – Project Management Institute.
Languages
English
Full Professional
French
Limited Working
Timeline
Customer Service Representative
Assurance/Wells Fargo
11.2021 - 01.2025
INTAKE CARE SENIOR CUSTOMER SERVICE REP
MAXIMUS(health Insurance)
11.2019 - 09.2021
Help Desk Assistance/Customer Service Representative
Verizon
06.2017 - 04.2019
Bachelor of Science - Banking And Finance
UNIVERSITY OF BUEA
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