Herman Decarmo

Collect and analyze data to resolve problems in real time.

Provide customer service to participants to resolve eligibility or Fund

benefit issues.

Displayed proficiency in all processing systems: eligibility process, Health

benefits and system, Cool/V3/Dynamics system, CRM/WF and vendor

systems.

Displayed proficiency in all funds (Health, Pension, Legal, SRSP,

Shortman)

Analyze and interpret customer phone and written correspondence.

Ensure that all processing meets or exceeds MSR Quality measurements

objectives and performance standards, including, but not limited to,

handling and documentation.

• Initiate and close sales for a leading provider of telecommunications solutions. Set exceptional standard of customer service through impeccable management of customer inquiries, complaints, and billing & service concerns. Interface daily with internal partners in accounting, field services, new business, operations and consumer affairs divisions, maintaining a high standard of team collaboration & respect among peers.
• Gained strong customer loyalty utilizing strong communications skills and handling queries professionally. Key Problem-solver.
• Designed best-option solutions to address ongoing customer challenges.
• Maintained high levels of organization & task prioritization within a fast-paced environment.
• Sold service renewals & got customers excited about new solutions.
• Stressed customer service excellence and maintained outstanding work ethic throughout.
• Expanded Customer Base | Supported Continual Revenue Growth

• Successfully handled incoming calls from policyholder’s, agents, beneficiaries, trustees, and attorneys. Responded to inquiries, resolved problems and corrected policy errors. Built strong customer rapport by displaying friendly & attentive service in all interactions. Provided quotes and executed online policy changes for Fixed/Variable Annuities. Processed High-Volume & High Dollar financial transactions.
• Transformed Call Centre functionality & Service capacity by resolving customer disputes efficiently.
• Assisted Management in research and resolution of escalated service issues.
• Displayed extensive knowledge of customer service management systems & databases.
• Defused volatile customer conflict while maintaining a high level of professionalism.
• Ensured smooth onboarding of recruits by providing support with face to face & WEBEX demos.
• High Volume Call Support | Matched or Exceeded Service and Quality Standards Every Quarter