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Customer Support/ Insurance
Troy D. Fowler Sr. 397 Timbercreek Rd Reynoldsburg, OH 43068 Home: 614-861-4808 Cell: 614-537-6100 Qualifications Dedicated customer service and sales specialist with 15+ years of experience in banking, call centers, credit cards, telecommunications, internet, TV services, websites, fraud and insurance; Remarkable sale and customer service experience in insurance Industry; In-depth knowledge of the direct to consumer sales process; Extensive knowledge of creating closing sales; Amazing ability to attain assigned sales and targets; Solid reporting and analysis skills; Superior technological and computer skills Areas of Expertise Customer Service Management Complaint Resolution Retail Operations Management Direct Marketing Customer Satisfaction Enhancement Front-End Supervision Sales & Margin Improvement Social Media Marketing Teambuilding & Training Cost-Reduction Strategies Order Fulfillment Direct/Indirect Sales Professional Experience Employment History – New York Life (Insurance Agent); Sweet Addictions Bakery (Current Co-Owner); US Postal Service (Clerk); Bank One (Fraud); Chase Manhattan Mortgage (Job Coach); Home Quarters (Supervisor) Manta Media — Columbus, OH 12/10 to 8/12 Marketing/Visibility Coach, 1/11 to present Customer Support, 12/10 to 1/11 Promoted to marketing sales position to recruit, train and supervise 4 + reps. Foster an environment in which Manta members enjoy high levels of service and employees are motivated to deliver top performance. Manage front-end operations to ensure friendly and efficient premium business products. • Proposed new internet marketing strategies – Provided leadership and guidance to search-engine • Developed ways to significantly improve web content, create on-page and off-page optimization, website design and technical adaptation. • Significantly improved SEO (Search Engine Optimization) for web resources. • Designed detailed feature specification documents to improve the website and various online projects. • Ensued User Interface and content of web resources are visitor-friendly. • Researched interesting web resources, with unique content. • Analyzed and reported web analytics performance – Gave relevant recommendations and advised adjustments. • Developed and managed campaigns’ budgets, internet marketing programs: including organic optimization, blog implementation, paid search marketing, and quality link-building efforts. • Always kept up-to-date to increasing effective Internet popularity. New York Life/Independent Agent 12/08 to Present Health, Life, Accident Insurance Agent Experienced insurance sales agent with the great knowledge of the customer service procedures, standards, planning techniques, scheduling and health insurance laws and regulations. Exceptionally good communication and interpersonal skills. Strong team player with the proficient ability to create and compose the reports and statistics by demographical regions. • Communicated intensively with potential clients to offer insurance deals based on their financial status, requirements and needs, including physical condition of the individual or the insured property in order to improve insurance coverage. • Generated new leads from field activity and actively followed up referrals. • Monitored insurance claims, Maintained customers’ records and handled policy renewals • Reviewed and resolved customer complaints within stipulated time period. • Conducted market surveys for gathering information about customers’ choice and preferences of insurance products and ongoing market trends in the insurance industry. • Identified customers’ needs and closed deal after making necessary negotiations – Customized insurance programs to suit the customer needs. • Innovated and executed new strategies to bring profit-oriented results for my insurance organization. • Motivated and advised insurance sales agents of my team to organize workshops and inform customers about our new insurance products and services. • Prepared MIS on weekly basis and informed higher authorities about the achievements of targets on weekly basis. • Achieved targets month-on-month basis with support of my team mates. • Represented the organization at meetings with businesses and trade association and promoted company’s Insurance policies/products. • Conducted staff meetings and discussed insurance marketing strategies for the company’s growth. AT&T — Columbus, OH 8/03 to 10/09 Sales Representative, 8/03 to 10/09 Handled customer inquiries; complaints; billing questions and payment extension/service requests. Managed a high volume workload within a deadline driven environment. Advanced to increasingly more responsible positions, culminating in management role with oversight for the largest telecommunications business in the country. • Successfully diffused volatile customer situations • Make service changes, recommend service options and schedule installation of phone, internet, and cable lines. Provide detailed and accurate accounts of customer calls for prevention of audit issues. Consistently met/exceeded supervisor expectations • Viewed as an exceptional team-player. Successfully supporting/managing an understaffed call center. • Resolved an average 250 inquiries in any given week, exceeding weekly targets by 25%. Consistently met performance benchmarks in all areas (speed, accuracy, volume). • Cross-sell services on 40% of calls, upgrading customers on national service plans, internet, cable, cellular, and phone/internet/cable bundles Education and Training Central State University — Wilberforce, OH 8/93 to 3/96 Business Management/Hospitality Management Licenses: State of Ohio Life, Health and Accident Insurance Special Acknowledgement: Active Advisory Board Member for School of Business at Everest Institute, Columbus Urban League, Tyler’s Light, Professional Insurance Agents, Northeast Community Leadership, Columbus Young Professionals Sales, Insurance, Customer Support, Supervisor, Training, Retail

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