Omar Lang
Las Vegas
Summary
Dynamic and motivated professional seeking a position with a forward-thinking company that values skill development and career growth. Eager to leverage expertise while embracing opportunities for further training and advancement. Committed to contributing positively to team objectives and driving organizational success through innovative solutions. Strong desire to thrive in a collaborative environment that fosters continuous improvement and professional development.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Member Service Representative
MetLife Legal Plans
11.2023 - Current
- Developed and maintained strong relationships with clients, fostering loyalty and satisfaction.
- Managed customer inquiries, providing accurate information regarding legal plan services and benefits.
- Facilitated member support by addressing inquiries from a roster of sponsors through phone, chat, and email communication.
- Managed concierge services for high-profile sponsors, addressing inquiries and resolving issues promptly.
- Working with multiple software at a time ie: Zendesk, Microsoft Suite, and Webex.
- Provided comprehensive coverage information to members to ensure understanding and assisted in confirming enrollment in benefits.
- Coordinated member appointments with network attorneys to enhance service accessibility.
Store Associate
AMPM
06.2023 - 08.2024
- Operated cash register to facilitate efficient customer transactions.
- Maintained inventory accuracy through diligent stock management and regular audits.
- Monitored store cleanliness and organization to ensure a welcoming shopping environment for customers.
- Trained new associates on store policies, operational procedures, and customer service standards.
Customer Service Rep
Mountain America CU (Remote)
03.2022 - 09.2022
- Responded to approximately 40 inbound calls, delivering expert guidance on financial questions and resolving account concerns for members.
- Communicating with various internal departments to resolve issues. ie Fraud, Disputes, Underwriting.
- Facilitated account opening and closing processes for members.
- Identified and presented tailored products and services to meet member needs.
Powerwall Specialist
Tesla Inc.
09.2017 - 08.2020
- Facilitated resolution of product issues via Salesforce ticketing system and inbound calls, ensuring efficient customer support.
- Coordinated communication efforts with certified installers and utility partners to enhance project efficiency.
- Analyzed and rectified network connectivity problems, enhancing overall system performance.
- Facilitated emergency dispatching to address critical incidents that could not be resolved remotely.
Team Lead
Sykes Enterprises, Incorporated (PlayStation Campaign)
03.2015 - 12.2016
- Executed hardware and software troubleshooting to resolve technical issues efficiently.
- Conducted evaluations of agent calls to ensure compliance with quality assurance protocols.
- Crafted and distributed timely communications addressing current issues and updates to ensure agent awareness.
- Developed performance plans to optimize agent efficiency.
- Facilitated meetings and ensured effective closed-loop communication.
Dispatcher
Quest Software Inc.
04.2014 - 02.2015
- Provided assistance to customers by coordinating towing services for one or more vehicles.
- Coordinated dispatch operations to optimize delivery routes and ensure timely service.
- Monitored real-time communication systems to manage incoming job requests effectively.
- Ensured accurate documentation of each dispatch in compliance with insurance policy limits.
- Assisted in collecting information from insurance companies, storage facilities, and body shops related to accidents. Supported the retrieval of data from insurance providers, storage locations, and body repair shops following incidents. Facilitated the gathering of details from insurance firms, storage centers, and auto body shops concerning accidents.
Customer Service Rep
Telus International (Netflix Campaign)
06.2013 - 03.2014
- Managed incoming call operations while providing customer support for account billing and basic troubleshooting.
- Implemented quality assurance measures to maintain high standards in call handling and customer service.
Collector
Enhanced Recovery Company
10.2012 - 02.2013
- Facilitated effective communication with customers regarding delinquent account statuses.
- Executed account management processes while maintaining compliance with FDCPA and TCPA guidelines.
- Facilitated effective communication through handling inbound and outbound calls, ensuring accurate account notation in compliance with client protocols.
Dairy/Frozen Manager
Winn-Dixie
03.2008 - 06.2010
- Oversaw daily operations of a team of 2-4 employees to ensure effective workflow and collaboration.
- Oversaw frozen department operations, ensuring optimal product quality and compliance with safety standards.
- Monitored pricing accuracy across department to uphold financial integrity.
- Administered inventory control systems to maintain accurate stock availability.
- Led quality control initiatives to enhance product reliability. Managed quality assurance processes to uphold company standards. Oversaw product evaluations to drive continuous improvement.
- Trained and mentored team members to enhance productivity and customer service in frozen food section.
Education
Some college/trade school - information technology
Florida Career College
Orange Park, FLHigh school diploma - undefined
Skills
- Technical support expertise
- Customer support
- Strong verbal/written communication
- Experienced in handling high call volumes
- Zendesk customer service certified
- Team management experience
- Financial transactions
Certification
- Zendesk Customer Service Certified
- CPR Certified
Timeline
Member Service Representative
MetLife Legal Plans
11.2023 - Current
Store Associate
AMPM
06.2023 - 08.2024
Customer Service Rep
Mountain America CU (Remote)
03.2022 - 09.2022
Powerwall Specialist
Tesla Inc.
09.2017 - 08.2020
Team Lead
Sykes Enterprises, Incorporated (PlayStation Campaign)
03.2015 - 12.2016
Dispatcher
Quest Software Inc.
04.2014 - 02.2015
Customer Service Rep
Telus International (Netflix Campaign)
06.2013 - 03.2014
Collector
Enhanced Recovery Company
10.2012 - 02.2013
Dairy/Frozen Manager
Winn-Dixie
03.2008 - 06.2010
High school diploma - undefined
Some college/trade school - information technology
Florida Career College