Sandy Mikaelson
Tioga,ND
Summary
Experienced Customer Service Representative with 16+ years of customer service experience in the Retirement, Annuity and Financial Industries. Strong background helping multiple customers over the phone, assessing their needs, and offering sound solutions. A valuable asset for a team looking for a positive, hard-working Customer Service Representative who loves to help customers and provide world class Customer satisfaction. Looking for a long-term Career that I can grow along with the company. Looking for a good company with a nice work-life balance. Detailed Client Service Associate known for having great organizational skills. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Senior Customer Professional II-Licensed
Ameriprise Financial
Remote
07.2022 - Current
- Inbound call center from Advisors and clients about their variable and fixed retirement plans
- Submit transactions, money out, subs account transfers, annuity service, and trained for death claims also
- Explain policy features, riders, Tax consequences of transactions
- Provide overall exceptional customer service
- I hold a current Series 6 FINRA license and SIE license as of 2022
- Take escalated phone calls from clients and advisors when they want their issue escalated
- Correct errors or mistakes made by other co-workers
- Assist with our internal chat to help co-workers find correct answers.
Financial Customer Service Representative
NTT DATA
Remote
06.2021 - 04.2022
- Provide world class customer service for 50+ customers by using exceptional problem-solving skills and multi-tasking to correct 100% of problems or escalate issues up to lead department if needed
- Confer with customers and agents by taking 50+ inbound phone calls a day with excellent communication skills to provide information about retirement plans, gives out balances, explain and answer questions on how retirement plans work and options available to the customers
- Document all information provided on the phone call, balances, forms sent out and timeframes given to the customer for processing times
- Comply with company procedures such as verification of the caller, empathize when filing death claims of policy holders, attain high communication and writing skills, trouble shoot and educate the customer on contracts they may hold with our company, or transfer the caller to the correct department if needed.
Blackjack Dealer
American Foundation for Wildlife
Stanley ND
06.2021 - 12.2021
- Oversee opening of the Blackjack table by arranging cards and chips on the table for the players to see
- Balanced money in the safe against the daily and monthly paperwork
- Cash handling and 100% accuracy required
- Create a fun atmosphere and excel at Customer Service while dealing cards counting and keeping up conversations with customers
- Balance all cash, chips, and make sure the site is ready for the next day.
Gaming Associate
Prairie Public Broadcasting
Tioga ND
10.2020 - 04.2021
- Oversee opening of the Blackjack table by arranging cards and chips on the table for the player to see
- Balance money in the safe against the daily and monthly paperwork
- Cash handling and 100% accuracy required
- Create a fun atmosphere and excel at Customer Service while dealing cards, counting in my head and keeping up with conversations with customers
- Balance all cash, chips, and make sure the site is ready for the next day
- Verify that the surveillance system is working correctly and be able to go back and verify a hand if there is a dispute that cannot be handled with other means.
Administrative Assistant/ Dispatcher/ Customer Service
Ultimate Staffing/Standard Forwarding
Circle Pines MN
01.2014 - 01.2015
- Oversaw deliveries from truck drivers and dispatch them to new pickups
- Established timecard files and update data in computer based on truck drivers' schedules
- Monitor 100% of incoming calls from customers for freight pick up and document all the information on the pickup in computer
- Maintain truckers' records, accident reports, and all information on pick-ups and deliveries; file information or enter database
- Arrange duties for drivers and day to day business operations additional duties, like accidents, and weather incidents.
Retention Customer Service
Comcast
Saint Paul, MN
01.2013 - 01.2014
- Provide excellent Customer Service to inbound calls from customers looking to cancel or change their cable services
- Explain billing inquiries to ensure customer is on the best plan possible
- Troubleshoot with the customer to come up with ways to maintain or improve their cable packages to try and retain the service with the customers.
Annuity Call Center Representative
Allianz Life Insurance
Golden Valley, MN
11.2010 - 06.2013
- Provide superior customer service to 100% customers, internal/external, by answering 100+ calls per day with questions in an efficient manner about their annuities
- Explain how their annuity contracts and retirement contracts work, loans, withdrawals, tax implications, offer alternative offers to solutions to problems, if possible
- Mail, email, or fax out documents or reports to customers on their accounts per their requests
- Listen actively to the customer as to offer options available to them to meet their needs, and we can assist with customers' retirement and financial needs as best we can legally.
Education
Bachelor's degree in Criminal Justice -
Minot State
01.2007
Skills
- Computer skills
- Typing
- Phone calling
- Documentation
- Data entry
- Microsoft Office
- Word
- Excel
- Administrative experience
- Business operations
- Finance and accounting
- Front desk
- Cash handling
- Phone transfers
- Customer service
- Written and verbal communication
- Organization
- Multi-tasking
- Problem solving
- Critical thinking
- Team player
- Troubleshooting
- Call Documentation
- De-Escalation Techniques
- Analytical Skills
- Issue and Complaint Resolution
- Adaptability and Flexibility
- Time Management
- Professionalism
- Product and service knowledge
- Customer Relations
- Professional telephone demeanor
- Adaptability
- Process Improvement
Certification
Registered FINRA representative, Series 6, and SIE Licenses. 08/2022
Timeline
Senior Customer Professional II-Licensed
Ameriprise Financial
07.2022 - Current
Financial Customer Service Representative
NTT DATA
06.2021 - 04.2022
Blackjack Dealer
American Foundation for Wildlife
06.2021 - 12.2021
Gaming Associate
Prairie Public Broadcasting
10.2020 - 04.2021
Administrative Assistant/ Dispatcher/ Customer Service
Ultimate Staffing/Standard Forwarding
01.2014 - 01.2015
Retention Customer Service
Comcast
01.2013 - 01.2014
Annuity Call Center Representative
Allianz Life Insurance
11.2010 - 06.2013
Bachelor's degree in Criminal Justice -
Minot State
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