Jerusha S. Israel

• Identify customer inquiries via telephone, email, and internet; answer and resolve problems or questions in a timely fashion ensuring the customer experience is exceptional.
• Understanding customer's wants by focusing on delivering solutions that exceed expectations of company's requirements; advise customers of the benefits of continuous business with Metlife.
• Suggestive selling of Metlife's products and services by effectively communicating transparent solutions and results for customers to easily grasp and understand.
• Exceed the Customer Experience Group Goals by providing exceptional customer service, accurately giving feedback to co-workers and management on ways to improve processes & performance, and train/mentor new employees.
• Works alongside Management to assign plans to solve complex problems, ensure calls are monitored for quality control, and making recommendations for qualified candidates internally.
• Use computerized systems for tracking, information gathering, and troubleshooting. Use effective listening skills with a strong attention to detail to understand the customer's needs.

Complete payment research request referrals(missing payments that should have been applied from mtg companies)

Send emails to agents that apply nsf checks on their clients policies

Also complete due diligence refund request( refunds that are due to customers that is over 1yrs old and they never cashed from us)

I void one-time check and credit payments

Apply payments on installment payment ledgers

I issued Insured bank fee refunds

approved Billing refunds

help process agent good will credits

communicate with agents about payments they have applied on their clients policies

Stop-void refund checks

Processed manual refund checks

I also send request to bill request to banks for online payments

I locate any missing checks that was cashed by the company

• Supervised and monitored up to 10 employees per team, along with facilitating on the job training; Able to make employees work schedule based on attendance and availability. Won perfect attendance as a team 4 months in a row 5 times as Team Lead.
• Increased the budget by 32% by keeping the team error rate down to 2%; handled service inquiries within the minimum timeframe to keep company rating up and cost low.
• Worked flexible shift to ensure team coverage and positive dialogue with employees and customers. Created a “Each One Team One” program for new-hires and mentees.
• Monitored staff quality and productivity to ensure performance was at a 95% and up in customer satisfaction.
• Completed all compliance requirements for audits and daily departmental goals. Assisted with promoting, hiring, and making business judgments which resulted in a low turnover rate on my team.