Eugene Poston
Worcester,USA
Summary
Customer-focused Call Center Representative with extensive experience in high call volume environments. Skilled in providing superior customer support and utilizing strong computer skills and telephone etiquette.
Overview
19
19
years of professional experience
Work History
Customer Service Associate
Citizens Property Insurance
Worcester, MA
08.2023 - 09.2023
- Received inbound calls from Customers and Brokerage agencies affiliated with Florida based Property/ Casualty company regarding policyholder account maintenance
- Educated and informed both customers and agents regarding policy coverages, discounts, fee structures, and related updates or enhancements
- Assisted with facilitating changes to policy coverages, billing and claim inquiries, as well making appropriate follow up calls with status updates as issues arose
- Fielded calls to appropriate departments needed to complete various changes to policies and resolve related issues
General Laborer
Peopleready
Worcester, MA
09.2018 - 07.2023
- Performed a variety of duties on any given day at a particular job site
- Duties ranged from remodeling, to setup/deconstruction of premises as well as trash removal/clean up
- Engaged in a variety of heavy lifting and or loading of machinery or boxes, supplies/equipment
Account Management/Filing Clerk
Robert Half/Safeguard Records Management
Worcester, MA
01.2017 - 04.2017
- Assisted office manager with various task relating to the client database management of the business
- Added new material to file records, and created new records as necessary
- Entered document identification codes into systems in order to determine locations of documents to be retrieved
- Placed materials into storage receptacles, such as file cabinets, boxes, bins, or drawers, according to classification and identification information
- Answered phones when needed and direct calls, as well as sent out end of month billing statements and invoices to business clientele
Copy & Print Sales Associate
Robert Half/Staples Inc
Framingham, MA
12.2015 - 07.2016
- Handled inbound calls regarding complete array of products and services offered by Staples Copy and Print
- Assisted personal and small business customers with website navigation and education on offered services
- Troubleshot any problems encountered while accessing website advised on resolution status
- Took an active role in encouraging customers to enhance experience with us by looking at every call as a possible upsell opportunity
- Processed as well as tracked order status for customers on purchased products/promotional offers
Inbound Call Center Customer Service Rep
Aerotek/ BNY Mellon
Westborough, MA
11.2010 - 12.2010
- Handled customer calls dealing with the Mutual Fund industry
- Processed fund redemptions over the phone as well as change of beneficiaries, addresses, banking information, etc.
- Researched and or created help tickets for any account discrepancies, returned mail, loss of checks, etc.
- Mailed or faxed any pertinent or required documentations to relevant parties who were designated decision makers on the fund account
- Answered between 40-60 calls a day in a prompt, courteous manner giving clients the best level of satisfaction while meeting service metrics goals
CRC Representative
Liberty Mutual Insurance
Springfield, MA
07.2008 - 06.2009
- Received incoming calls countrywide from existing policy holders, agents, and prospective shoppers regarding various inquiries on auto and property insurance policies
- Advised prospective shoppers and policyholders/agents on matters of protection and coverage limits offered
- Took bill payments by phone as well as resolved various billing issues/discrepancies which may have arisen due to any changes, endorsements to existing policies
- Routed calls to appropriate departments to assist in resolving issues not directly handled in my jurisdiction, acted as prime liaison in behalf of policyholders, agents and outside associations in regards to the resolution of any issues requiring multi-level correspondence
VRC Call Center Representative
Muscular Dystrophy Association, Inc
Longmeadow, MA
02.2008 - 04.2008
- Contacted local businesses with the aim of garnering interest for various individuals within establishment to attend area fund raising events sponsored by the Muscular Dystrophy Association
- Additional duties included follow up calls prior to and after the event to ensure participation as well as satisfaction for attending
- Sent out various materials to equip participants with tools and information for upcoming event, and gain additional referrals
Online Services User Support Representative
Kelly Services/Capital One
Framingham, MA
01.2007 - 04.2007
- Assisted dental, optometry, cosmetic, and fertility offices with various aspects of their initial set up for our online enrollment and processing of applications & loan status for prospective patients
- These duties included coordinating training education of office staff & our sales consultants, and inter- department reps on portal features, troubleshooting user issues, & getting paperwork out regarding loans/apps in a timely manner
- Was also cross trained for interdepartmental operations based on variant call volume, which included taking telephone applications over the phone and, acting as a liaison between medical practices, applicants as well as sales representatives
Retail Sales Representative
T Mobile USA
07.2004 - 01.2006
- Provided exceptional customer service to individuals visiting the corporate T-Mobile store
- Including greeting customers, assessing their wireless needs and answering phones
- Exceeded monthly revenue goals through the acquisition of new customers, enhancement of existing customers accounts via up selling opportunities, as well as meeting of quality metrics
- Participating in various marketing efforts to solicit new business, driving revenue into the store
- Assisted customers with service activations, bill payments, service changes & product troubleshooting
- Performed various cash handling procedures and store maintenance, upkeep and closing procedures
Education
High School Diploma -
Burncoat Senior High School
Worcester, MA06.1993
Skills
- Client relations (10 years)
- Excel (10 years)
- Microsoft Word (10 years)
- Problem solver (10 years)
- Strategic sales (10 years)
- Customer Care
- Customer Service
- Call Center
- CSR Customer Support
- Records Management
- Phone Etiquette
- Heavy Lifting
- Remodeling
- Troubleshooting
- Operating Systems
- Network Support
- Customer service
- Account management
- Operating systems
- Researches
- Records management
- Typing
- CRM software
- Search engines
Additional Information
- SKILLS
- Proficient in various applications of Microsoft Word and Excel
- Training development aptitude
- Strategic sales knowledge
- Creative problem solver
- Well versed in building strong client relations and mediation
Timeline
Customer Service Associate
Citizens Property Insurance
08.2023 - 09.2023
General Laborer
Peopleready
09.2018 - 07.2023
Account Management/Filing Clerk
Robert Half/Safeguard Records Management
01.2017 - 04.2017
Copy & Print Sales Associate
Robert Half/Staples Inc
12.2015 - 07.2016
Inbound Call Center Customer Service Rep
Aerotek/ BNY Mellon
11.2010 - 12.2010
CRC Representative
Liberty Mutual Insurance
07.2008 - 06.2009
VRC Call Center Representative
Muscular Dystrophy Association, Inc
02.2008 - 04.2008
Online Services User Support Representative
Kelly Services/Capital One
01.2007 - 04.2007
Retail Sales Representative
T Mobile USA
07.2004 - 01.2006
High School Diploma -
Burncoat Senior High School
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