SENIOR CUSTOMER SERVICE ADVOCATE Professional Profile Over ten years management customers services skills retail call center environment. Expert computing technology skills multiple software applications. Qualifications Leadership Sales Writing Communications Customer Service Training Counseling Client Support Multitasking Professional Microsoft Office Relevant Experience Increased client engagement Active Health products services sales 98%. quarter. Experience Senior Customer Service Advocate October 2010 November 2016 Company Name － City State Provides daily leadership customer service staff. Identifies system workflow improvements enhance team's efficiency. Handles telephone written correspondence varied sources. Explains customer/member specific plan benefits along member's responsibilities accordance contracted arrangements. Documents tracks member contacts, events, outcomes via appropriate systems. Accesses information variety systems references including contracting network system. Shift Supervisor August 2009 October 2010 Company Name － City State Completed day day operation store overseeing staff. Responded customer inquiries complaints. Directed supervised employees engaged sales, inventory-taking, Reconciling cash receipts, performing services customers. Monitored sales activities ensure customers receive satisfactory service quality goods. Assigned employees specific duties. Manager Parts Sales December 2008 July 2010 Company Name － City State Resolved customer complaints regarding services, products, personnel. Monitored sales staff performance ensure goals met. Conferred company officials develop methods procedures Increased sales, expand markets, promote business. Determined replacement parts required, according inspections old parts, Examined returned parts defects, exchange defective parts refunded money. Sales Consultant October 2007 June 2009 Company Name － City State •Assessed nutritional needs, diet restrictions current health plans develop implement dietary-care plans provide nutritional counseling. •Consulted physicians health care personnel determine nutritional needs diet restrictions patient client. •Counseled individuals groups basic rules good nutrition, healthy eating habits nutrition monitoring improve quality life. •Developed curriculum prepare manuals, visual aids, course outlines materials used teaching. Recovery Specialist January 2007 January 2008 Company Name － City State Received payments post amounts paid customer accounts. Located monitored overdue accounts, using computers variety automated systems. Recorded information financial status customers status collection efforts. Located notified customers delinquent accounts Advised customers necessary actions strategies debt repayment. Skilled persuading customers pay amounts due credit accounts, damaged claims, non-payable checks, return merchandise. Branch Manager January 2006 January 2007 Company Name － City State Supervised daily operations branch included: hiring, firing maintaining personnel, staff training, schedules. Established maintain relationships individuals businesses. Examined, evaluated, processed loan applications. Reviewed collection reports determine status collections amounts outstanding balances. Responded customer complaints resolved problems. Ensured highest level customer service. Branch Manager January 2006 January 2007 Company Name － City State Supervised daily operations branch included: hiring, firing maintaining personnel, staff training, schedules. Established maintain relationships individuals businesses. Examined, evaluated, processed loan applications. Reviewed collection reports determine status collections amounts outstanding balances. Responded customer complaints resolved problems. Ensured highest level customer service. Sr Appeal Complaints Analysts November 2016 Current Company Name － City State Review, research respond complaints within required time frame established better business bureau.Review, research respond regulatory complaints including CFPB, state attorney General office regulatory agencies. Ensure received complaints documented recorded appropriate spreadsheets. Provide weekly analyst identifying trends type, state client. Validate verify complaints answered timely fashion appropriate responses. Identify high risk problematic complaints notify Compliance Management team. Complete call reviews, determine disciplinary action taken. Provide coordination compliance regulatory related projects. Effectively communicate levels risk specific departments. Ability advise senior management regulatory charges may affect risk provide recommendations mitigate potential risk. Coordinate Legal team ensure aware potential cross complaints ADLs lawsuits. Collaborate Compliance Management Team ensure entire company aware compliance requirements issues. Support Director Compliance, VP Compliance Chief Compliance Officer roles daily task. ​ ​ ​ Education Bachelor's Degree Business Administration May, 2013 Strayer University － City State USA MBA Health Services Administration 2016 Strayer University － City State United States Skills basic, benefits, cash receipts, counseling, credit, client, customer service, staff training, financial, firing, hiring, inventory, leadership, materials, exchange, money, network, personnel, quality, Reconciling, sales, teaching, telephone, workflow, written