Royce Lewis
Indianapolis,IN
Summary
A conscientious and dependable professional with more than 31years of experience in customer service and retail management. Possesses highly effective communication skills and interact well with others. Pays careful attention to detail. Dedicated and adaptable professional with a proactive attitude and the ability to learn quickly. Strong work ethic and effective communication skills. Eager to contribute to a dynamic team and support organizational goals.
Overview
29
29
years of professional experience
1
1
Certification
Work History
Financial Service Representative
WestPoint Financial Group
Indianapolis, IN
01.2022 - Current
- Schedule and meet with current and prospective customers to help them with their final expenses
- Participate in company and branch training
- Develop and calculate suitable plans based on clients' needs
- Comply with insurance standards and regulations
- Provide excellent customer service to all clients
- Perform other administrative duties.
Licensed Agent
American Income Life Insurance
Indianapolis, IN
12.2020 - 11.2021
- Scheduling and meeting with current and prospective customers to help them with their final expenses and family protection
- Participate in company and branch training offerings to consistently grow and understand trends from field and industry research
- Identify, present and sell insurance policies to new and existing clients
- Develop and calculate suitable plans based on clients' needs
- Answer client inquiries
- Comply with insurance standards and regulations
- Provide excellent customer service to all clients
- Market supplemental benefits to members of Unions, Credit Unions and Associations who request our services in the state of Indiana.
Customer Care Manager
Lids Sports Group
Zionsville, IN
06.2002 - 05.2020
- Manage and support the relationship between corporate office and the outsourced call center provider for all websites
- Team of thirteen under my supervision at the corporate office
- Establish written policies and procedures regarding customer service issues and communicate policies to all impacted employees
- Ensure compliance with policies and procedures, as needed
- Retrieve and analyze data to recognize trends in customer issues and provide recommendations
- Develop and implement process improvements, when needed, to increase efficiency
- Recommend enhancements to web store and admin modules to improve operating processes and procedures
- Research escalated order discrepancies and communicate back to appropriate party
- Monitor admin and customer email inboxes to insure tasks are completed daily
- Process and manage payroll for Customer Care Department
- Communicate with employees at all levels of the company including Store Operations, Marketing and other departments
- Appraise subordinates on performance and administer formal performance evaluations
- Administer the progressive steps of discipline to include verbal and written warnings
- Ensure compliance of direct reports with established company policies, procedures and guidelines
- Address complaints and problem solve when appropriate
- Strong interpersonal skills
- Perform other administrative duties
- Process credit card payments, customer returns and exchanges
- Respond to customers questions in a timely fashion
- Ensure that all customer issues are resolved accurately and efficiently
- Comfortable with multiple computer applications and programs.
Sales Specialist
Rich’s Lazarus Goldsmith
Indianapolis, IN
10.1995 - 01.2001
- Business Manager for Elizabeth Arden, Lancome & Clinique Cosmetics
- Perform cosmetic make-overs/facials
- Set up displays for sales/promotions
- Monitor/record daily sales
- Sales Specialist for Men/Women’s Fragrances
- Process credit card payments, orders for gift cards, returns and exchanges
- Collect customer data to create profile/build rapport for presale promotions
- Create gift baskets per customer request.
Skills
- Communication
- Organization
- Staff Supervision
- Employee Scheduling
- Data Entry
- Microsoft Office
- Payroll Management
- Problem Resolution
- SharePoint
- Relationship Building
- Collaboration
- Training & Development
Certification
- Indiana Life, Accident and Health Producer
- Excelling as a First Time Manager/Supervisor
- The Essentials of Communicating with Diplomacy and Professionalism
- Letting an Employee Go
- Excelling as a Highly Effective Team Lead
Civicinvolvement
- Habitat, 2004, 2006
- Volunteer Telethon for Riley, 2005, 2007
References
References available upon request.
Timeline
Financial Service Representative
WestPoint Financial Group
01.2022 - Current
Licensed Agent
American Income Life Insurance
12.2020 - 11.2021
Customer Care Manager
Lids Sports Group
06.2002 - 05.2020
Sales Specialist
Rich’s Lazarus Goldsmith
10.1995 - 01.2001
- Indiana Life, Accident and Health Producer
- Excelling as a First Time Manager/Supervisor
- The Essentials of Communicating with Diplomacy and Professionalism
- Letting an Employee Go
- Excelling as a Highly Effective Team Lead
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