Mrs. R

Call center and customer service professional with 10+ years of experience supporting high-volume customer operations, managing complex requests, maintaining accurate data, and contributing to team performance. Experienced with NICE IEX and Microsoft Office, along with CRM systems and high-volume call environments. Strong background in performance support, customer account management, issue resolution, data entry, and multitasking in fast-paced operational settings.

Authorized to work in the US for any employer

Policy Owner Services Representative - Mutual of Omaha Insurance Company - Omaha, NE

(2022-08 - 2024-10)

• Utilized NICE IEX in a call center environment to support daily operational activities.
• Managed high-volume customer calls and processed complex service requests while maintaining accurate and timely account information.
• Maintained strong relationships with existing clients through responsive, solution-oriented service.
• Conducted performance reviews to support team improvement and identify opportunities for stronger performance.
• Evaluated team performance and helped identify and mitigate operational risks.
• Directed and supported employees through training, guidance, and day-to-day assistance.
• Used Microsoft Office to support administrative, communication, and operational responsibilities.
• Managed multiple customer and operational priorities in a fast-paced environment.
• Promoted customer satisfaction and retention through knowledgeable service and effective issue resolution.

Skip Analyst - Hyundai Capital America - Plano, TX

(2019-06 - 2022-08)

• Managed a queue of delinquent customer accounts ranging from 30–59 days past due.
• Handled inbound collections calls and negotiated payment arrangements based on customer circumstances.
• Used skip-tracing tools to locate customers and maintain accurate account information.
• Used Microsoft Office to support daily administrative and operational responsibilities.
• Consistently achieved and exceeded monthly performance goals.
• Managed multiple accounts and customer interactions while maintaining accuracy and productivity.

Sales Agent & Auditor (Hospitality) - Bigelow Management - Lewisville, TX

(2018-09 - 2019-06)

• Supported sales, auditing, administrative, and customer-service functions.
• Processed rental transactions and maintained professional relationships with prospective tenants.
• Delivered responsive customer service to address questions and improve customer satisfaction.
• Balanced multiple administrative and customer-facing responsibilities in a fast-paced environment.

Customer Service & Sales Representative - AT&T Mobility - Cerrito, CA

(2013-03 - 2016-10)

• Handled customer service including retention, billing, and sales
• Recognized for exceeding monthly sales goals
• Resolved account issues and delivered expert product knowledge

High School Diploma - Business Administration - King Drew Magnet Medical High School (2004-07 - 2004-07)