         CUSTOMER SERVICE ADVOCATE       Summary     Highly-motivated, coaching, and analytical health insurance leader.       Experience      Customer Service Advocate     Mar 2016        Company Name   －   City  ,   State     Patient Cetner Medical Home Dedicate Representative   Working 0-2 FCR Case Report   Coaching new and seasoned reps on casework and taking calls.  Coach and assist new customer service representatives  Helps train and inform departments regarding PCMH            Missionary Pastor/Church Planter     Jun 2016        Company Name   －   City  ,   State     Assist Living River Chapel in Church Revitalization  Develop and teach discipleship curriculum on a weekly basis  Preach 45 minute lecture and interactive lessons on a weekly basis  Started a non-for-profit organization called The Sparrows  Provides teaching on manhood, womanhood, marriage, parenting  Roasts and sells coffee for non-for-profit organizations  Retreat center           Customer Service Specialist Contractor     Sep 2014   to   Mar 2016      Company Name   －   City  ,   State     Creates and maintains databases tracking and trending first contact resolution.  Analyzes and evaluates customer service representative phone calls.  Contributes ideas and plans for providing exceptional customer service Models exceptional customer service skills and appropriate diagnostic sales techniques.  Contributes ideas and offered constructive feedback at weekly sales and training meetings.  Evaluates the accuracy and quality of data entered into the agency management system.  Follows up with customers on unresolved issues.         Outreach Pastor     Aug 2014   to   Mar 2016      Company Name   －   City  ,   State     Leads a team of paid staff and volunteers to maintain and improve the church outreach focus.  Frequently speaks in front of groups of 20 to 300 people.  Establishes strategic relationships with local advertising outlets and ensures continuous awareness of the church in the community.  Functions as owner and champion of all external marketing activities maximizing attendance of special outreach focused events, and any other activity requiring external marketing support.  Works with church staff to create new events and other venues for inviting new people to eventually become regular attendees of church services.  Leads the Guest Services ministry as part of the church's weekend services.  Facilitates a Starting Point class as the first step in an attendee's connection and involvement in the church.         Quality Assurance Analyst     Aug 2013   to   Aug 2014      Company Name   －   City  ,   State     Pinpointed and corrected claims processing errors Evaluated the accuracy and quality of data entered into the agency management system.  Followed up with customers on unresolved issues.  Reported policy changes and company conditions affecting customer satisfaction.  Conducted annual reviews of existing policies to update information.  Analyzed and evaluated to customer service representative phone calls.  Developed a system for first call resolution.  Coached and trained entry level to senior employees on policy changes affecting customer satisfaction.         Customer Service Representative     Aug 2011   to   Aug 2013      Company Name   －   City  ,   State     Answered an average of 100 calls per day by addressing customer inquiries, solving problems and providing new product information.  Described product to customers and accurately explained details and care of merchandise.  Provided an elevated customer experience to generate a loyal clientèle.  Answered product questions with up-to-date knowledge of sales and company promotions.  Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.  Asked open-ended questions to assess customer needs.         Shift Supervisor/Manager     Jun 2008   to   Aug 2011      Company Name   －   City  ,   State     Ensured daily business sales goals are exceeded and/or completed Ran daily sales total reports.  Ensured superior customer satisfaction Interviewed potential employees.  Engendered customer loyalty by remembering personal preferences and allergy information.  Set and achieved goals for professional development Trained, coached and mentored staff to ensure smooth adoption of new program.  Implemented innovative programs to increase employee loyalty and reduce turnover.         Teacher and Coach     Aug 2007   to   Jun 2008      Company Name   －   City  ,   State     Acted as a positive role model for team participants and in the community.  Taught a range of sport-specific skills in a clear, safe manner.  Built strong rapport with athletes and assistants before, during and after coaching seasons.  Developed game plans and adjusted them according to various game situations.  Successfully improved student participation in the classroom through integration of creative role-playing exercises.  Introduced special outreach programs to department chair in effort to increase institution's interest in community service.  Organized grade records to increase reference speed.         Education      Bachelor of Arts  ,   Historical Theology   May 2007     Moody Bible Institute   －   City  ,   State     Historical Theology         Master of Divinity    The Southern Baptist Theological Seminary   －   City  ,   State  ,   USA   Current Student       Skills     quality analysis, training, teaching, mentoring, coaching, life coaching, advertising, agency, coaching, customer satisfaction, customer service, customer service skills, databases, Database, focus, insurance, marketing, meetings, Works, Multitasking, communicator, policies, quality, rapport, sales, sales and training, spreadsheet, strategic, Team Player, phon    