John Briscoe
Fishkill,New York
Summary
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 skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
13
13
years of professional experience
Work History
Customer Service Agent
MEENAN OIL COMPANY
Hopewell Junction
10.2023 - Current
- Respond to incoming calls from customers wanting deliveries, service, or to pay their current balances
- Offer Service Agreements, chimney inspections, and burner tune-ups to customers
- Provide complete documentation for every call and send written correspondence to other departments
- Call Delivery Dispatch, Service Dispatch, Installation, Field Service Supervisors, Propane, and other departments for callers.
Insurance Agent
STATE FARM INSURANCE COMPANY
Poughkeepsie, NY
07.2023 - 09.2023
- Reached out to offer life insurance to current policyholders
- Wrote life insurance policies
- Supplied quotes for whole life, term, and universal life insurance
- Answered inbound calls to answer questions about policies
- Took and processed premium payments for policyholders.
Insurance Agent
NEW YORK LIFE INSURANCE COMPANY
New York
11.2022 - 06.2023
- Met with consumers to discuss their financial concerns and created plans to address them
- Gave seminars on New York Life and insurance products
- Stayed on training target by learning several products and strategies
- Maintained appointments, marketing emails, Facebook, Twitter, and LinkedIn profiles.
Unemployed
05.2022 - 11.2022
- My senior mother became ill during these months, and I had to focus on taking care of her until she recovered.
Insurance Agent
NATIONAL INCOME LIFE INSURANCE COMPANY
New York
03.2022 - 05.2022
- Phone Outreach to Union Members and insurance inquiries, making over 100 dials a day
- Facilitated Zoom meetings to go over no-cost benefits and permanent insurance options
- Scheduled callbacks and meetings using Impact and Calendly.
Kingston System Outage Point of Contact
UNITED HEALTHCARE
Kingston
10.2017 - 02.2022
- Resolve software issues for over 300 users in three books of business, including Microsoft Teams, Office, Excel, and Word, intranet sites, processing speeds, phone/audio issues, mapping drives, and internet connectivity
- Instruct users on correct application utilization by direct communication, and email distribution, or provide the 90-page Troubleshooting Guide I created, employing hyperlinks and visual aids
- Site Project Lead for several site upgrades, including three versions of Windows 10, Cisco AnyConnect, Desktop Assistant, Office 2016, and Office 365
- Ensured all user installs were completed, remediating any outliers
- Analyze system outage reports, service link drop reports, and monitor troubleshooting tickets using ServiceNow
- Worked with Information Technology staff and other sites to ensure the division maintained consistent information, as well as provide mutual assistance in resolving issues by utilizing Teams Chat for prompt communication.
Customer Service Representative
12.2012 - 10.2017
- Respond to an average of 60 calls per day answering questions on benefits, eligibility, and claim status
- Use Internet, ISET, IDRS, WAND, Microsoft Outlook, Excel, Word, PowerPoint, and UNET
- Analyze claims by providing processing details, reviewing claim forms, Explanation of Benefits documents, and assessing the compliance of filing deadlines
- Key Citrix, VM and Thin-Client tester for in-house Thin-Client transition
- Workforce intern monitoring adherence and attendance using WF IEX.
Site Coordinator
BOYS & GIRLS CLUB
Newburgh
05.2012 - 11.2012
- Supervised team of four in afterschool program to ensure proper management and education of students
- Relayed curriculum purpose and expected outcomes to students
- Helped monitor student participation and focus students on tasks at hand.
Curriculum Coordinator Chair
SUPPLEMENTAL EDUCATION SERVICES
Newburgh
09.2011 - 05.2012
- Created curriculum in Mathematics, English, and History for 3rd to 6th grade afterschool program
- Help to determine tools, reference materials and length of course for each grade level
- Monitored student assessments and assisted in the grading for 5th and 6th graders.
Math Fellow, 5th Grade
TRUE NORTH TROY PREP
Troy
01.2011 - 08.2011
- Taught a class of 20 students how to solve multiplication and division of three-digit numbers and numbers with two decimal places
- Graded homework assignments, tests, and quizzes
- Managed learning, appropriate classroom, and hallway behavior.
Education
Master of Science for Teachers -
Le Moyne College
Bachelor of Arts in Philosophy -
Brown University
Skills
- Information Verification
- Call Control
- Customer Relations
- Order Placement
- Documentation And Reporting
- CRM Software
- Customer Service
- Outstanding communication skills
- Customer Relationship Management (CRM)
- Needs Assessment
- File Management
- Inbound Customer Service
- Complaint Handling
- Payment Processing
- Inbound Call Management
Awards
- Kappa Delta Pi, International Honor Society
- United Healthcare Service Hero Finalist 2020/2021
Timeline
Customer Service Agent
MEENAN OIL COMPANY
10.2023 - Current
Insurance Agent
STATE FARM INSURANCE COMPANY
07.2023 - 09.2023
Insurance Agent
NEW YORK LIFE INSURANCE COMPANY
11.2022 - 06.2023
Unemployed
05.2022 - 11.2022
Insurance Agent
NATIONAL INCOME LIFE INSURANCE COMPANY
03.2022 - 05.2022
Kingston System Outage Point of Contact
UNITED HEALTHCARE
10.2017 - 02.2022
Customer Service Representative
12.2012 - 10.2017
Site Coordinator
BOYS & GIRLS CLUB
05.2012 - 11.2012
Curriculum Coordinator Chair
SUPPLEMENTAL EDUCATION SERVICES
09.2011 - 05.2012
Math Fellow, 5th Grade
TRUE NORTH TROY PREP
01.2011 - 08.2011
Master of Science for Teachers -
Le Moyne College
Bachelor of Arts in Philosophy -
Brown University
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