Sylvia M.

Caldwell
110 Southport Road Apt. 48
Spartanburg, SC 29306
Email: sc7a240e@westpost.net * Phone: 803-524-1048
Education
Master of Business Administration - Webster University, Columbia, SC * Anticipat
ed: December 18, 2010
Bachelor of Science in Sport Management - Winthrop University, Rock Hill, SC * M
ay 6, 2006.
Professional Experience
Customer Service Representative - Liberty Mutual Group, Spartanburg, SC * April
2008 - Present
* Exceed customer satisfaction standards by responding to all inbound calls and
written correspondence in a timely and knowledgeable manner.
* Licensed insurance agent with the ability to write property and casualty polic
ies in the state South Carolina.
* Resolve complex issues by answering questions and addressing concerns with my
knowledge of insurance products.
* Proactively identify and communicate policy transactions and impact to custome
r billing.
* Generate new leads as a support system for the sales department.
Direct Sales Professional - Allstate Customer Call Center, Charlotte, NC * Janua
ry - August 2007
* Provided an exceptional sales experience to customers in order to meet sales t
argets and performance goals with an average of 2.5 policies sold each day.
* Licensed insurance agent with the ability to write business for auto and prope
rty policies in 18 states.
* Demonstrated an understanding of specific company products in order to meet th
e needs of prospective customers, resolved complex issues, and routed other inqu
iries to the appropriated areas as needed.
* Proactively identified and pursued cross-selling opportunities in order to inc
rease customer retention, applying effective selling and influencing techniques.
* Expressed opportunities for customers during routine customer calls to expand
customer portfolio, resulting in increased sells.
Auto Collections Agent - CitiGroup, Fort Mill, SC* June 2006 - January 2007
* Resolved delinquent auto loans accounts that were within 1-30 days past due th
rough inbound and outbound calls.
* Prepared payment arrangements with customers and planned resolutions in order
to establish a current loan status for accounts.
* Met daily quota standards designed to meet the company's goals through measuri
ng the number of calls answered per hour, the number of accounts resolved, and n
umber of payments taken. I averaged 25 calls per hour, resolved an average of 4
accounts per hour that resulted in a minimum of 4 payments taken per hour.
Programming and Software Skills
Expert in Microsoft Word
Expert in PowerPoint
Intermediate experience in Excel
Intermediate experience in Outlook
Type 60 words per minute

References
Mrs. Heather Gregory
Customer Service Representative
Liberty Mutual Insurance Group
(864)-426-7692
 Heather.Gregory@libertymutual.com
Mr. Steven R McConnell
Client Associate
Bank of America
864-621-3546
Steve.ralph.mcconnell@gmail.com
Mrs. Tijuana Rainey
Administrative Assistant
University of South Carolina
7355 Odell Lane
Rembert, SC 29128
803-425-1009
Tijuana94@bellsouth.net