Zachary Siegel
Orlando,FL
Summary
Customer Support Representative with 3+ years of experience resolving complex customer inquiries. Enthusiastic about building strong customer relationships, driving brand loyalty and increasing customer engagement. Consistently leveraging interpersonal skills, effective time management, and problem-solving expertise to achieve targeted results. Reliable and adaptable, with keen focus on operational excellence and dedication to continuous improvement. Willingness to take on added responsibilities to meet team goals. As a highly self-motivated individual, I am eager to exceed expectations with superior work ethic while maintaining a positive attitude.
Overview
9
9
years of professional experience
Work History
Customer Operations Agent
FanDuel
08.2021 - Current
- Top performer in Customer Satisfaction (CSAT) - consistently above 70% on a weekly and monthly basis.
- Ability to maintain average Chat Handle Time (CHT) of 12 minutes or under
- First Contact Rate percentage (FRC%) is consistently among the top performers at 90% or above.
- Quality Assurance (QA) metrics consistently qualifying for quarterly metrics bonuses
- Enhanced client satisfaction by promptly addressing inquiries and providing accurate information on products and services.
- Continuously utilizing training tools and guides to educate myself on existing products or changes that are occurring for a specific product.
- Consistently meeting compliance requirements for the agency by promptly completing mandatory continuing education courses and staying current on industry regulations.
- Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
- Advised customers about new products and assisted customers in determining best product based on their needs.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Obtained licensure for select states as mandated by various state racing and gaming regulatory bodies.
Network Biller
Gen Media Partners
09.2020 - 08.2021
- Create monthly account folders and organize radio station invoices by advertiser
- Contact via phone or email for missing radio station invoices that are not received by the 10th of every new month
- Check to ensure that each station invoice is entered into the accounting system and reconciled to the order that was placed
- Create billing package with station summary detailing any credits or make goods from a previous month for each advertiser and send to the agency for payment processing.
- Work with sales person and agency to resolve any billing issues
- Make sure all accounts are billed out by end of month deadline
- Follow up with agencies to make sure each company has everything necessary for payment processing
Enrollment Specialist
The RX Solution
04.2019 - 08.2020
- Inbound Sales position
- Followed up with potential clients who requested more information about available programs via entry forms submitted online
- Large volume of inbound and outbound phone calls to prospects and existing customers
- Called more than 50 potential customers each day and maintained at least 15% conversion rate weekly on leads
- Enrolled over 100+ new clients monthly
- Reviewed criteria for different aid programs to determine eligibility for various applicants
- Explained eligibility details and affordability options to patients with enthusiasm, kindness and respect
- Handled new enrollments by entering customers' data into a CRM system and thoroughly checking to ensure accurate information before submitting to other departments for compliance review
Traffic Coordinator
Media Financial Services
09.2017 - 03.2019
- Organized and correctly filed important documents in order to keep business records updated
- Data entry p
- Assisted with daily office assignments: daily reports, inbound and outbound phone calls, maintaining a certain level of available office supplies among other responsibilities
- Fostered culture of continuous improvement, encouraged by team members to propose innovative solutions for any challenges that arose within day-to-day operations
Agency Staff
Allstate Insurance Company
05.2016 - 05.2017
- Sales position - Property & Casualty insurance products
- Developed expertise across various lines of insurance products, enabling informed advice and guidance for clients seeking comprehensive coverage solutions.
- Engaged with customers via phone, email, and face to face
- Resolved situations with varying types of insurance policies
- Conducted business with other insurance companies and financial institutions on behalf of clients
- Processed endorsements, vehicle inspections, and other types of documents required by Allstate for proper documentation
Education
General Education Diploma -
Boynton Beach, FL2014
440 License
Florida2016
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Skills
- Thorough knowledge of FanDuel gaming products
- Strong interpersonal and communication skills
- Proficiency with CRM systems (ie SalesForce, AdminWeb)
- Adaptable mentality with openness to coaching and direct instruction from leadership
- High level operational efficiency in a fast-paced environment
- Critical analyzation and evaluation of risk assessment
- Proven ability to problem-solve in critical moments
- Strategic and focused mindset with a knack for thriving under pressure
- Attentive to details on a case-by-case basis
- Goal-oriented with effective time management
- Able to work independently as well as team-based environments
- Highly competitive, eagerness to be a top performer in a given role
- Experience with handling customer escalations as they arise
- Endless commitment to relationship building between the brand and prospective customers
- Individual problem solver with high-level soft skills
Timeline
Customer Operations Agent
FanDuel
08.2021 - Current
Network Biller
Gen Media Partners
09.2020 - 08.2021
Enrollment Specialist
The RX Solution
04.2019 - 08.2020
Traffic Coordinator
Media Financial Services
09.2017 - 03.2019
Agency Staff
Allstate Insurance Company
05.2016 - 05.2017
General Education Diploma -
440 License
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