SANDY MIKAELSON
Tioga,USA
Summary
Experienced Customer Service Representative with 14+ years of customer service experience in the Life Insurance, 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.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Senior Executive-Prosperity Life Insurance
EXL Solutions
Remote
09.2025 - Current
- Accountable for identifying, investigating, evaluating, obtaining, and utilizing critical information required to accurately perform administrative transactions on a policy/contract.
- Series 6 License needed for Variable Life Insurance and Variable Annuities.
- Documents all calls clearly and concisely and completes follow-up work.
- Identify areas of potential risk for the company, including potential fraud.
- Analyze all incoming documents for appropriateness and completeness and determine whether transaction can be processed. If so, processes the transaction.
Senior Customer Professional II-Licensed
Ameriprise Financial
Remote
01.2022 - 06.2026
- 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
Financial Customer Service
Ntt data
06.2021 - 01.2022
- 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 policyholders
- Attain high communication and writing skills
- Trouble shoot and educate the customer on contracts they may hold with our company
Blackjack Dealer
American Foundation for Wildlife
06.2021 - 12.2021
- Oversee opening of the Blackjack table by arranging cards and chips for players to see
- Balanced money in the safe against daily and monthly paperwork
- Cash handling and 100% accuracy required
- Create a fun atmosphere and excel at Customer Service while dealing cards
- Count and keep up conversations with customers
- Balance all cash, chips, and ensure the site is ready for the next day
Gaming Associate
Prairie Public Broadcasting
Tioga, ND
10.2020 - 01.2021
- 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
Retention Customer Service
Ultimate Staffing
Circle Pines, MN
01.2014 - 01.2015
- Oversaw deliveries from truck drivers and dispatch them to new pickups
- Established time card 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 pickups 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
Education
Bachelor's degree - Criminal Justice
Minot State
Minot, ND01-2007
Skills
- Microsoft Office
- PIC
- Gmail
Certification
FINRA representative, series 6, 2022
Accomplishments
- Efficient Conflict Resolution, Resolved 98% of escalated issues within 24 hours.
- Exceptional Customer Service, Handled 50+ inbound calls daily, maintaining 95% customer satisfaction rate.
- Team Training Initiatives, Trained 5 team members to improve customer service skills by 30%.
- Transaction Accuracy Excellence, Processed 100% of transactions with zero errors over 12 months.
Languages
English
Additional Information
EXL Solutions Start date: 09/8/2025
Senior Executive-Prosperity Life Insurance Series 6 Licensed
Handles processing transactions for subaccount changes over the phone. Process loans from forms for the client and send out checks or send out by direct deposit. If the forms are NIGO send out a letter to the client explaining why. Documents all calls clearly and concisely and completes follow up work. Identify areas of potential risk for the company, including potential fraud. Analyze all incoming documents for appropriateness and completeness and determine whether transaction can be processed. If so, processes, the transaction. Serves as 1st approver for financial transactions. Answer or transfer to the correct department inquiries from the customer.
Timeline
Senior Executive-Prosperity Life Insurance
EXL Solutions
09.2025 - Current
Senior Customer Professional II-Licensed
Ameriprise Financial
01.2022 - 06.2026
Financial Customer Service
Ntt data
06.2021 - 01.2022
Blackjack Dealer
American Foundation for Wildlife
06.2021 - 12.2021
Gaming Associate
Prairie Public Broadcasting
10.2020 - 01.2021
Retention Customer Service
Ultimate Staffing
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 - Criminal Justice
Minot State