Lohn States
Brockton,MA
Summary
Hardworking Team Leader accustomed to fast-paced contact center environments. Quickly and effectively understands, documents and resolves customer concerns, driving satisfaction while meeting demanding business objectives. Well-versed in benefit administration standards and best practices. Trained in connecting with customers to build positive relationships and strengthen loyalty. Adept at mentoring employees on processes and policies in support of team and business objectives. Experienced in maintaining privacy of confidential and sensitive information.
Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers.
Overview
10
10
years of professional experience
Work History
Sr. Customer Care Rep
Transamerica
Canton, MA
03.2021 - Current
- Handle high volume of inbound calls from Participants inquiring about their retirement plans.
- Send out statements, forms and plan related documents to participants
- Help participants enroll into their retirement plans
- Explain the IRS rules and regulations regarding 401ks
- Help participants understand how their accounts were preforming, and understand their investment options
- Process loans, withdrawals and rollovers of retirement accounts
- Assist with generating leads for the company to maintain participants and increase revenue
- Help resolve issues and try to de-escalate situations
- Mentor new hires on call handling and company procedures
- help Participants with website related issues such as creating accounts, unlocking accounts and resting passwords
Team Leader
Mercer Services
Norwood, MA
12.2018 - 03.2021
- Motivate and mentor team members to work to build customer satisfaction while remaining compliant to business procedures.
- Delegate daily tasks to team members to optimize group productivity.
- Foster positive employee relationships through effective communication, training and development coaching.
- Manage daily support chats for remote and in-office colleagues, providing Benefit Counselors guidance, assisting with analyzing situations and empowering Counselors to provide first call resolution.
- Mentor Benefit Counselors on systems and procedures while providing supportive constructive feedback to increase understanding of job duties.
- De-escalate problematic customer concerns, maintaining calm, friendly demeanor.
- Maintain dedicated client Participant and Escalation Logs to drive customer escalations to resolution by engaging directly with service delivery partners and clients.
- Provide advice and front-line expertise to internal project teams in order to improve team, service and procedural standards.
- Assist in designing and facilitating training presentations to improve overall contact center performance.
- Mentored and guided employees to foster proper completion of assigned duties.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Built strong relationships with customers through positive attitude and attentive response.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Led team of [Number] members while providing exceptional customer service.
- Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values.
- Coached team members in customer service techniques, providing feedback and encouragement toward reaching sales goals.
- Facilitated training for associates through daily coaching and regular performance appraisals.
- Implemented new working processes to deliver multiple improvements.
- Maximized efficiency by removing safety hazards and debris from work areas.
- Participated in cross-functional team-building activities.
- Cross-trained and provided back up for customer service managers.
- Molded team and embraced change to adapt within dynamic market.
- Initiated timely response to emails, voicemails and written correspondence.
- Assisted with new hire processing and existing training programs.
- Coordinated weekly meetings for internal and external groups.
- Set up and calibrated machinery to meet specific production requirements and meet desired tolerances.
- Adhered to rigorous standards for customer service, merchandising and operational safety.
- Monitored operating machinery to assess progress, adjust settings and maintain desired tension and speeds.
- Documented counts and sorted finished work to promote easy access for shipping or additional processing.
- Partnered with managers to identify and capitalize on sales trends and brand initiatives.
- Modeled exceptional customer service and mentored associates on direct link between revenue growth and customer loyalty.
- Optimized customer support by establishing collaborative service environment.
- Provided constructive criticism regarding quality assurance on collections team phone calls.
- Planned, managed and directed daily board operations to increase revenue and reduce costs through P&L analysis.
- Identified stock imperfections, assigned grades and noted production concerns based on regular inspections.
Benefit Counselor/Senior Resolution Specialist
Mercer Services
Norwood, MA
09.2016 - 12.2018
- Coached and mentored new Benefit Counselors to drive overall team success.
- Created tickets, researched and followed up with departments and provided solutions to complex questions.
- Maintained dedicated client Participant and Escalation Logs.
- Partnered with Service Delivery teams on project work, issue resolution and customer contacts.
- Educated customers on how to navigate company systems and work within established frameworks to manage life changes and there impact on benefit offerings.
- Verified Payroll deductions, refunds and vacation hours to ensure accuracy and awareness for customers.
- Evaluated customer account information to assess current issues and determine potential solutions.
- Explained key information regarding eligibility and benefit offerings to customers to encourage informed decision-making through consultative support.
- Documented conversations with customers to track requests, problems and solutions.
Participant Services Representative - Pensions/401K Specialist
Mercer Services
Norwood, MA
04.2013 - 07.2015
- Consulted with customers regarding retirement benefit needs, addressing pension and 401k concerns.
- Evaluated benefits for each caller to determine service needs and address concerns.
- Investigated technical issues using knowledge base and personal experience to complete timely resolutions.
- Kept detailed records of customer accounts, including actions taken, issues resolved and demographic information.
- Fielded customer complaints and queries, fast-tracking them for problem resolution.
- Answered incoming calls and offered highest level of professionalism and knowledgeable service to every customer.
- Maintained up to date knowledge of IRS rules and regulations to ensure ability to appropriately educate and consult with customers.
Hotel Front Desk Agent
Extended Stay Hotels
Norton, MA
03.2011 - 04.2013
- Maintained accurate bookkeeping of important files, ran reports and delivered updates on occupancy and revenues to supervisor.
- Handled high volume of phone calls and routed to proper guest or internal department.
- Reserved guest rooms over phone, in person and via computer for travelers and provided confirmations.
- Collaborated with housekeeping and maintenance staff to address and mitigate facility issues.
- Managed customer complaints and rectified issues to complete satisfaction.
- Delivered key administrative support to coworkers, taking on additional tasks during peak times.
- Balanced accounts and conducted nightly audits to keep bookkeeping current.
Education
Associate of Science - Business Administration
Massasoit Community College
Brockton, MABachelor of Science - Business Management
Springfield College
Springfield, MASkills
- Quality assurance controls
- Continuous improvements
- Training and Development
- Analytical abilities
- Employee motivation and coaching
- Behavior standards
- Strong problem solver
- Customer communications
Timeline
Sr. Customer Care Rep
Transamerica
03.2021 - Current
Team Leader
Mercer Services
12.2018 - 03.2021
Benefit Counselor/Senior Resolution Specialist
Mercer Services
09.2016 - 12.2018
Participant Services Representative - Pensions/401K Specialist
Mercer Services
04.2013 - 07.2015
Hotel Front Desk Agent
Extended Stay Hotels
03.2011 - 04.2013
Associate of Science - Business Administration
Massasoit Community College
Bachelor of Science - Business Management
Springfield College
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