Sean Peterkin
Summary
Personable, diplomatic, dedicated customer service professional with extensive experience in the financial services and insurance industries. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Gifted at working with all types of customers and motivated to successfully handle escalated customer issues, maintain customer satisfaction and contribute to company success. Known for punctuality and great organizational skills pursuing employment options where dedication, hard work, positive attitude and good customer service will be highly valued and make a difference.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Licensed Service Consultant
Florida Blue
Boynton Beach, FL
03.2019 - 07.2023
- Delivered excellent customer service by promptly greeting customers and professionally handling their inquiries
- Developed personalized resolutions for customer concerns through effective application of product expertise and problem-solving abilities
- Resolved customer complaints efficiently and compassionately
- Maintained expert level knowledge of products, processes, and systems
- Stayed updated on new products, services, promotions and other customer experience impacting changes
- Adhered strictly to company policies while delivering exceptional customer service
Customer Care Manager
Conduent (formerly TMS Health)
Boca Raton, FL
07.2015 - 07.2018
- Managed and supervised call center operations, leading a team of representatives handling inbound/outbound telephone calls, emails, live chat, and social media channels
- Managed service level agreements, sales performance, outbound dialing campaigns, and other essential KPIs
- Generated reports highlighting key performance indicators, including response times and resolution rates
- Implemented effective strategies based on analysis of call patterns and call offered statistics to achieve desired service level objectives in call handling
- Provided ongoing training, coaching, and quality assurance review to maintain high call, email, and chat standards for call center representatives
- Managed escalations from representatives and resolved issues effectively
Retail Store Manager
The Check Cashing Store
West Palm Beach, FL
08.2010 - 02.2013
- Monitored store operations, performance metrics, including sales, profitability, and customer service ratings
- Successfully utilized opportunities and allocated resources to enhance the corporate brand while driving significant growth in store profitability
- Oversaw staff scheduling, inventory management and provided exceptional customer service
- Managed store employee lifecycle including recruiting, hiring, training, coaching, and evaluating
- Engaged in community-based business networking and local area marketing campaigns to enhance visibility of store products and services
- Consistently achieved and surpassed sales and service performance standards
Member Services Supervisor
iCan Benefit Group
Boca Raton, FL
10.2008 - 07.2010
- Supervised and led member services agents to ensure the achievement of department goals
- Assisted in the recruitment, selection, onboarding, and training of new members services staff
- Provided quality assurance review, continuous hands-on training, and real-time coaching to member services staff
- Delivered valuable recommendations for enhancing training and agent development based on analysis of quality and performance trends
- Recognized the potential for growth within the existing customer base, leading to the development of successful up-selling and cross-selling initiatives
- Managed complex customer issues resolution and appropriate escalations
Licensed Financial Specialist
Wells Fargo Bank
Lake Worth, FL
09.2005 - 09.2008
- Performed needs assessments, provided financial consulting expertise, and delivered compelling sales presentations to both current and potential customers. Skillfully identified new avenues for up-selling and cross-selling
- Created portfolios tailored to each client's individual needs and goals
- Facilitated communication between prospective clients and different areas of the bank by scheduling meetings with key personnel such as Financial Advisors, Business Bankers, and Mortgage Consultants
- Identified new sales opportunities by reaching out to telemarketing leads, current book of business, and prospective clients
- Consistently achieved and surpassed sales and service performance standards
- Ensured adherence to bank policies, procedures, and compliance guidelines
Education
Undergraduate studies toward B.S.B.A. in General Business -
University of Florida
Skills
- Critical resolution decision making
- Call center operations management
- Key metrics analysis
- Sales performance
- Training and coaching
- Quality assurance review
- Escalation handling
- Retail store operations management
- Training and mentoring
- Escalation management
- Staff Mentoring
- Cash flow and risk management
- Profit and Loss Management
- Retail Operations
- Store Opening and Closing
- Sales Leadership
- Goal Setting
- Recruiting and hiring
- Business networking and marketing
- Sales and service performance
- Member services supervision
- Health insurance agent training and coaching
- Servicing and retention
- Up-selling and cross-selling
- Quality and performance analysis
- Financial consulting
- Sales presentations
- Referral and appointment setting
- Telemarketing
- Compliance with policies and procedures
- Customer service expertise
- Customer service focus
- Customer Service Management
- KPI Tracking
- Quality Assurance
- Schedule Management
- Member retention strategies
- Innovation and Creativity
- Staff Training and Development
- Employee Development
- Strong Organization
- Strong leadership
- Team Management
- Call Management
- Scheduling
- Product Knowledge
- Complaint Handling
- Complaint resolution
- Shift Scheduling
- Financial Services
Certification
- State of Florida Life, Health and Variable Annuity Insurance (2-15) License
- State of Florida Notary Public Designation
Timeline
Licensed Service Consultant
Florida Blue
03.2019 - 07.2023
Customer Care Manager
Conduent (formerly TMS Health)
07.2015 - 07.2018
Retail Store Manager
The Check Cashing Store
08.2010 - 02.2013
Member Services Supervisor
iCan Benefit Group
10.2008 - 07.2010
Licensed Financial Specialist
Wells Fargo Bank
09.2005 - 09.2008
Undergraduate studies toward B.S.B.A. in General Business -
University of Florida
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