This resume is pretty out of date, and only minor edits have been made since 2018.

• Several company-specific financial product servicing programs
• Some terminal-based systems provided by TSYS and First Data
• Varied company knowledge bases, including one powered by Salesforce

Customer service representative for the Brett Turner Agency, an agent of American Family Insurance, selling and servicing personal and business insurance policies. Licensed in Washington and Oregon for Property and Casualty lines (see disclaimer). During this time, the agency has consistently been one in the top 50 American Family Insurance agencies, and achieved Agency of the Month once. (Official employment records may show my employer during this time as The Employer Group LLC, as it is technically a co-employment situation, with The Employer Group providing the HR and payroll functions.)

June 2014-January 2015: Customer Service Representative I, providing online banking assistance. Contributed to extremely high customer satisfaction, beating the client’s own internal teams.

January 2015-August 2016: Subject Matter Expert, providing answers to fellow employees’ questions so they could best assist the customers with their credit cards. Following a client change I was the newest employee selected for the initial team of SMEs, and I was part of the team selected to help support the opening of a large Sykes center in Boise, ID in the fall of 2015. Remained in this position until a change of client.

August 2016-January 2017: Customer Service Representative I, with a client change in 2016, the Subject Matter Expert position was eliminated, and we were placed back into the CSR I position. During this time I was assisting customers with personal deposit accounts, along with basic online banking inquiries.

January 2017-May 2017: Part-time Quality Assurance, evaluating representatives’ calls for meeting client standards, for half of my work day I was assigned to evaluate and provide coaching to new representatives leaving training to support them providing quality service and meeting client standards.

May 2017-January 2018: Team Lead, leading a team of between 10 and 20 direct reports, providing regular coaching, support, and training to seek to meet client goals around efficiency and quality of customer service for customers’ credit card accounts. Duties also included some administrative and follow-up work on customers’ accounts and the ability to make some well-documented exceptions to standard procedure for customers in warranted situations.

It was no easy task either: after taking a giant pile of CSS code written by somebody with barely any idea what they’re doing and figuring out what’s going wrong, you feel like you can do anything!