CUSTOMER CARE ADVOCATE at METLIFE (2025-05 – 2025-11)
- Remote position addressing customer policy concerns for Defined Benefits and Group Term Insurance.
- Developed detailed knowledge of company products, services and policies.
- Tracked key performance indicators such as average handle time, first contact resolution rate.
- Facilitated superior customer experience by addressing customer concerns and immediately resolving problems.
- Navigated multiple computer systems and applications and utilized search tools to find information.
MEMBER SERVICES COUNSELOR at AAA NORTHEAST (2021-12 – 2024-05)
- Remote position placing service calls for roadside assistance.
- Processed payments.
- Built and maintained customer relations by providing high-quality services.
- Answered inquiries and provided information to members regarding services and products.
- Navigated multiple computer systems and applications and utilized search tools to find information.
SERVICE COORDINATOR/MANAGER at CONTINENTAL ENGINEERING (2013-10 – 2018-10)
- Dispatched technicians to service calls.
- Provided excellent customer service to clients and colleagues using strong communication skills.
- Assigned work to employees based on material and worker qualifications of specific jobs.
- Submitted reports and review reports and problems with superior.
- Managed inventory levels.
ADMINISTRATIVE ASSISTANT at APPLIANCE DOCTOR (1996-03 – 2013-08)
- Processed purchase orders and invoices.
- Answered customer calls for service and scheduled service calls with multiple technicians.
- Created, maintained and entered information into databases, with accuracy and attention to detail.
- Maintained office/parts inventory.
- Performed daily cash management activities, such as preparing deposits and reconciling accounts.
