Microsoft Products
R. Edward Person
Customer Service Representive
Atlanta,GA
Summary
Customer Service professional with over ten years of experience in various call center positions. Excellent communicator and dependable team player with strong understanding of customer service/help-desk industry. Adept at building relationships with clients, brokers and other stakeholders while delivering outstanding service. Highly organized and detail-oriented with strong ability to identify potential risks and develop solutions.
Overview
28
28
years of professional experience
3
3
years of post-secondary education
1
1
Certification
Work History
Insurance Agent
American Income Life Insurance Company
Atlanta, GA
01.2019 - 01.2023
- Specializing in sales and client relations for both personal and business
- Knowledgeable in Medicare parts A, B, C & D
- Explained features of various insurance products and customized Life, Financial, Home, and
- Education Protection policies
- Advised businesses on how to supply insurance for their employees
- Conducted presentations to train new agents on providing customers with benefits and coverage options.; Among top 5% of sales team by exceeding team sales quota of $20,000 per month
- R
- Person - page 2
- Built relationships with clients using active listening and issue resolution to provide excellent service.
- Maintained high standards of customer service by building relationships with clients.
- Responded to customer calls swiftly to resolve issues and answer questions.
- Investigated and processed claims swiftly to keep customers satisfied.
- Identified potential risks in client businesses and recommended appropriate insurance coverage.
- Prepared and reviewed insurance applications to verify compliance with regulations.
- Developed and implemented marketing strategies to boost sales and increase customer base.
- Negotiated with insurance underwriters to obtain better coverage and improved rates for clients.
- Cross-sold insurance products to existing clients to reach sales targets.
- Monitored changes in insurance industry to stay compliant with relevant laws and regulations.
- Analyzed risk factors to recommend appropriate coverage levels.
- Educated clients on insurance policies and procedures.
- Designed presentations and marketing materials to promote insurance products.
- Evaluated competitors' products and services to gain competitive advantage.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Monitored customer feedback and identified areas of improvement.
Technical Support Help Desk
Telrite Holdings, Inc
Alpharetta, GA
07.2022 - 10.2022
- First point of contact for customers seeking technical assistance with hardware, software, portability, or network issues
- Interfaced with vendors and internal product owners to provide feedback on defects; obtained technical direction; and resolved issues
- Provided Tier 2 and 3 support from various constituencies as needed
- Investigate and troubleshoot issues on all AT&T-approved Apple and Android devices
- Tracked and documented all information, and used all knowledge base tools and expertise to achieve one-stop Tier 3 level support for one-call resolution.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Translated complex technical issues into digestible language for non-technical users.
- Used ticketing systems to manage and process support actions and requests.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Researched product and issue resolution tactics to address customer concerns.
- Monitored systems in operation and quickly troubleshoot errors.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Patched software and installed new versions to eliminate security problems and protect data.
- Researched and identified solutions to technical problems.
- Configured hardware, devices, and software to set up work stations for employees.
- Demonstrated creativity and resourcefulness through development of innovative solutions
- Worked well in team setting, providing support and guidance
- Adaptable and proficient in learning new concepts quickly and efficiently
- Exercised leadership capabilities by successfully motivating and inspiring others
Help Desk Specialist
Cricket Wireless
Alpharetta, GA
03.2021 - 06.2022
- (1 year four months)
- Served as first point of contact for customers seeking technical assistance with hardware, software, portability, or network issues
- Performed remote troubleshooting through diagnostic techniques and pertinent questions
- Used databases such as Voyage, Team viewer, SOA, Exceed, DOA, and ADO to determine resolutions to problems and answer inquiries
- Researched, documented, and escalated support cases to higher levels of support when unable to resolve issues using available resources
- Key Contributions:
- 95-100% Quality Assurance throughout- tenure
- R
- Person - page 1
- Inspected components for full power potential before and after updates.
- Optimized system operation and resource utilization to streamline workflows and processes.
- Walked user through series of steps to determine problem and implement likely solution.
- Used established procedures to identify critical customer and system issues and escalate problems to appropriate person or group.
- Logged activities in tracking system to maintain accurate, timely records.
- Provided end-user system and equipment training.
- Oversaw installations of new technology and new personnel training.
- Researched and identified solutions to technical problems.
- Patched software and installed new versions to eliminate security problems and protect data.
- Tested new software and hardware prior to deployment.
- Created user accounts and assigned permissions.
- Installed, configured and maintained computer systems and network connections.
Customer Service Lead
TruGreen Lawn Care
Norcross, GA
06.2020 - 11.2021
- Answered customers’ questions, both out and inbound calls
- Interface with vendors and internal product owners to provide feedback on defects; obtain technical direction; partner on new requirements and release
- Interface with vendors and internal product owners to provide input on weaknesses; provide technical guidance; partner on new requirements and release
- Upsold lawn care plans
- Educated customers on benefits and proper procedures for applying for and securing added services
- Developed constructive and cooperative working relationships with internal and external customers
- Promptly and professionally responded to customer problems/complaints
- Compiled information about new accounts using Word, Outlook, and Excel; filed related documents
- Used Lotus Notes (e-mail software) to communicate with management; Achieved excess of over 100 telephone calls per day professionally
- Maintained financial (commission totals) for 30 customer service agents
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.
- Responded to customer calls and emails to answer questions about products and services.
- Responded to customer requests for products, services, and company information.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Tracked customer service cases and updated service software with customer information.
- Developed customer service policies and procedures to meet and exceed industry service standards.
Insurance Sales Representative
Advocate, Change Healthcare
Atlanta, GA
11.2019 - 06.2020
- Answer and re-directed inbound telephone calls as necessary
- Delivered Protected Health Information for subpoenas, court orders, and patient requests within strict deadlines, maintaining expert attention to detail in highly fast-paced environment while responding to 90+ requests per day
- Ensured released information complied with Health Insurance Portability and Accountability Act
- Used EHR/EMR software and eClinicalWorks to rectify provider questions/concerns
- Maintain knowledge base concerning various health plans and specific requirements
- Proficient in all scheduling processes and chart retrieval while adhering to HIPPA compliance for any release of information
- Key Contributions:
- 95% Quality Assurance average of four consecutive months
- Reviewed customer needs and financial means to determine appropriate policy offerings.
- Generated sales by recommending policies and add-ons.
- Sold auto, home, life, and other various insurance products to individuals and affinity groups within assigned territory using consultative selling techniques.
- Stayed in touch with clients to assess changing demands and offer new solutions.
- Connected with prospective clients to set appointments.
- Sought out new clients and developed client relationships through networking, direct referrals, lead databases, and cold calling.
- Recommended type and amount of coverage based on analysis of customers' circumstances using persuasive sales techniques.
- Cultivated relationships with clients to identify and meet insurance needs and establish trust and rapport.
- Negotiated contracts with clients to establish best coverage with lowest cost.
- Developed strong referral network in community to raise awareness and increase sales opportunities.
- Maintained detailed records of customer information and policy sales
- Reviewed customer needs and financial means to determine appropriate policy offerings
- Connected with prospective clients to set appointments
- Generated sales by recommending policies and add-ons
- Stayed in touch with clients to assess changing demands and offer new solutions
Marketing and Corporate Relations Director
Baptist Health
Atlanta, GA
03.1995 - 03.2020
- Expert in diverse music genres
- Maintained quarterly budget for department, Raised large sums to purchase sound system through concerts and other events
- Negotiated and secured neighborhood corporations such as Kroger, AT&T, and MetroPCS to help sponsor project
- Trained ten people to use equipment; some have since opened their own audio-visual companies
- Compile, record, and evaluate choir member achievement using Word, Outlook, and Excel; communicated results to parish staff and parents
- Key Contributions:
- Increased membership of adult choir by more than 50 percent. Youth choir from 15 to 75 participants
- R
- Person - page 3
- Developed course outlines and taught music and industry-standard audio Engineering to youth.
- Major achievements:
- Continually maintained and improved company's reputation and positive image in markets served.
- Oversaw preparation of marketing copy, images, videos, emails, and other collateral.
- Established, initiated and optimized business development strategies based on company targets, product specifications, market data, and budget factors.
- Managed budget allocation and resource utilization to maximize marketing ROI.
- Captured new customers by optimizing business strategies and launching products to diversify offerings.
- Conducted market research to identify new opportunities and target markets.
- Participated in team projects, demonstrating ability to work collaboratively and effectively
- Proved successful working within tight deadlines and fast-paced environment
- Managed time efficiently in order to complete all tasks within deadlines
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution
Contact Representative
CENTURY 21
Atlanta, GA
11.2017 - 03.2018
- Thoroughly trained and coached to be an expert in tax law concerning processes, tax liabilities, and probable assessment of taxes for taxpayers
- Employed various forms of communication (in person, via e-mail, or telephone.
- Rendered a full explanation to taxpayers’ specific inquiries involving tax laws, rules, and regulations
- Provided guidance to taxpayers regarding information about refunds, steps to remit payments, or filing returns electronically
- Key Contributions:
- Constantly abreast of tax regulations and policies subject to frequent legislative changes to ensure taxpayers remain well informed
- Instrumental in keeping the team statistics above standards by receiving weekly/monthly
- State-Wide commendations
- Major achievements
- 100% quality assurance rating
- Received many kudos and accolades emailed from the clients
- Learned and maintained in-depth understanding of taxes and service information to offer knowledgeable and educated responses to diverse customer questions.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Learned and maintained in-depth understanding of tax information, providing knowledgeable responses to diverse questions.
- Boosted customer service satisfaction ratings through consistent quality control.
- Responded proactively and positively to rapid change.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Calculated correct order totals, updated accounts, and maintained detailed records for tax management.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Registration Manager
Musician
Buckhead, Atlanta, Ga
09.2017 - 11.2017
- Communicated with individuals across all levels, including public officials, government employees, and public, about early voting processes and procedures
- Prepared daily reports for Deputy Commissioner
- Maintained compliance with federal and county regulations of Standard Operations and
- Procedures thru due diligence and legal and ethical practices
- Provided excellent internal and external customer service in person and over phone
- Key Contributions:
- Supervised, coached, and trained team of (6) Candidate and Petition Services workers on departmental processes by federal election guidelines
- Implemented simplified process to utilize Master Voter list, which exceeded team goal of quickly processing each voter that came in person.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Coordinated office events, seminars and meetings for staff and clients.
- Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
Education
Certificate - Computer And Information Sciences
Market Training Institute
New York, NY 06.1982 - 06.1983
High School Diploma -
Grover Cleveland High School
Ridgewood, NY 09.1976 - 01.1979
Skills
Technical Supportundefined
Affiliations
- Freemason
- Rotary International
Software
Certification
[Computer Information] Training - 1983
Interests
Playing chess
Producing Gospel Music
Playing piano at church
Jazz musician. Gospel Producer
A music producer oversees all aspects of the creation of a song or album. But what defines this music producer is the choice of song, choice of musicians, instruments, and vocalist(s), and how it all comes together.
Like a director is to a film, the music producer is to a song. I have to be able to make split-second decisions and convey my vision of the final song to all those involved. This vision needs to be communicated to everyone (audio engineers, musicians, singers) in a manner that gets the best possible performance.
Being the music producer I am able to focus on what’s going on in real time. How each track is laid down, booking necessary studio time, and hiring session players or backup singers for the additional recording sessions as needed. This requires great communication skills as well as an excellent understanding of logistics and budgets.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
[Computer Information] Training - 1983
06-2023
Technical Support Help Desk
Telrite Holdings, Inc
07.2022 - 10.2022
Help Desk Specialist
Cricket Wireless
03.2021 - 06.2022
Customer Service Lead
TruGreen Lawn Care
06.2020 - 11.2021
Insurance Sales Representative
Advocate, Change Healthcare
11.2019 - 06.2020
Insurance Agent
American Income Life Insurance Company
01.2019 - 01.2023
Contact Representative
CENTURY 21
11.2017 - 03.2018
Registration Manager
Musician
09.2017 - 11.2017
Marketing and Corporate Relations Director
Baptist Health
03.1995 - 03.2020
Certificate - Computer And Information Sciences
Market Training Institute
06.1982 - 06.1983
High School Diploma -
Grover Cleveland High School
09.1976 - 01.1979
Similar Profiles
Katherine FloresKatherine Flores
Life Insurance Advisor at American Income Life Insurance CompanyLife Insurance Advisor at American Income Life Insurance Company
Peyton ButreyPeyton Butrey
Insurance Agent at American Income Life Insurance CompanyInsurance Agent at American Income Life Insurance Company
Israel EvansIsrael Evans
Life Insurance Agent at American Income Life Insurance CompanyLife Insurance Agent at American Income Life Insurance Company
Audri HarperAudri Harper
Life, Accident, and Health Agent at American Income Life Insurance CompanyLife, Accident, and Health Agent at American Income Life Insurance Company
Curtis BellamyCurtis Bellamy
CKS Packaging at Machine Bagger OperatorCKS Packaging at Machine Bagger Operator