Terese Alicea
Lehigh Acres,FL
Summary
To obtain a position with a company utilizing and demonstrating my abilities.
Overview
17
17
years of professional experience
Work History
Notary Signing Agent
Quality Mobile Notary Services
Fort Myers, FL
10.2019 - Current
- Accept loan signing assignments via email or phone
- Review closing documents for accuracy in names, addresses and legal information
- Described lender loan documents and obtained signatures required
- Notarized loan documents and other legal documents
- Review terms of the loan, answer questions and explain procedure going forward
- Hand deliver or or ship via courier original documents to appropriate company per their instructions
Call Center Representative/remote Ver
A-Fast
Cleveland, OH
01.2019 - 09.2020
- Managing large amounts of inbound and outbound calls in a timely manner
- Following call center "scripts" when handling different topics
- Keep records of all conversations in our call center database in a comprehensible way
- Engaging in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed
- Utilizing software, databases, scripts, and tools appropriately
- Understanding and striving to meet or exceed call center metrics while providing excellent consistent customer service
- Taking part in training and other learning opportunities to expand knowledge of company and position.
Fundraiser /Supervisor
Integral Resources, Inc
Worcester, MA
11.2016 - 03.2019
- Performed statistical analysis for each individual agent providing coaching to insure adherence to statement of work
- Insured implementation of call center policies, operations and performance standards were understood and followed by agents
- Responsible for Annual Employee Reviews and Evaluations for Call Center Reps
- Set sales goals for the team and provided coaching to ensure achievement
- Outbound calls for several Democratic organizations/non-profit
- Engaging in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed
- Understanding and striving to meet or exceed call center metrics while providing excellent consistent customer service
- Taking part in training and other learning opportunities to expand knowledge of company and position.
Customer Service Representative
Apac
03.2010 - 03.2015
- Handled account changes such as benefit level, plan selection, consolidations
- Escalated appropriate referrals, complaints, grievance and appeals according to client requirements
- Received and resolved participant questions in coordination with the Administration Team
- Explained insurance coverage and other benefits to customers and assists customers in completing enrollment in benefits program
- Documented all contacts and outcomes within the center's case management software application
- Researched and analyzing healthcare plans, including medical, dental, vision and disability insurance
- Attended and successfully completed all required training programs; participate in ongoing conference calls, webinars, and other professional development opportunities
- Effectively managed a high call volume of inbound/outbound customer calls
Administrative Assistant
Millenium Teleservices
01.2005 - 01.2010
- Answered telephones and transferred to appropriate staff members
- Opened, sorted and distributed incoming correspondences, including faxes and e-mails
- Coordinated and maintained records, master logs and daily reports
- Arranged /assisted managers in training employees to enhance office staff's level of performance
- Processed/ Distributed checks and weekly schedules
- Payroll
- Set up and coordinated meetings and conferences
- Collected and maintained inventory of office equipment and supplies
- Arranged for the repair and maintenance of office equipment
- Signed/distributed UPS/FED-EX packages
- Provided office orientation for new employees.
Skills
- Microsoft Office
- Team Building
- Management
- Sales
- Time Management
- Customer Service
- Ability to work under pressure
- Adaptability
- Telemarketing
- Fundraising
- Adobe Photoshop
- Certifications and Licenses
- Payroll Processing
- Customer Relationships
- Administrative Support
- Weekly Payroll
- Clerical Support
- Office Organization
- Document Uploading
- Office Equipment
- Outbound Calls
- Staff Recruiting
- Electronic Filing System
Additional Information
- Public Notary, State of Florida October 2019 to Present Certificate
Timeline
Notary Signing Agent
Quality Mobile Notary Services
10.2019 - Current
Call Center Representative/remote Ver
A-Fast
01.2019 - 09.2020
Fundraiser /Supervisor
Integral Resources, Inc
11.2016 - 03.2019
Customer Service Representative
Apac
03.2010 - 03.2015
Administrative Assistant
Millenium Teleservices
01.2005 - 01.2010