Azim Awan

Handle customer inquiries, complaints, billing questions and payment
extension/service requests. Calm angry callers, repair trust, locate resources for
problem resolution and design best-option solutions. Interface daily with internal
partners in accounting, field services, new business, operations and consumer affairs.
Key Accomplishments:
 Became the lead “go-to” person for new reps and particularly challenging calls
as one of the company’s primary trainers of new and established employees.
 Helped company attain the highest customer service ratings (as determined by
external auditors) -- earned 100% marks in all categories including
communication skills, listening skills, problem resolution and politeness.
 Officially commended for initiative, enthusiasm, tenacity, persuasiveness,
intense customer focus and dependability in performance evaluations.
 Completed voluntary customer service training to learn ways to enhance
customer satisfaction and improve productivity

Handled incoming calls from policyholders, responding to inquiries, resolving
problems and correcting policy errors. Provided quotes and executed online policy
changes for auto, home and excess liability. Used consultative selling techniques to
provide leads for telesales personnel.
Key Accomplishments:
 Co-developed on-the-job training program that reduced training time from eight
weeks to five.
 Contributed to an 8% sales increase in 2004 by improving lead-generation and
sales-tracking techniques

Provided quotes and executed online policy changes for auto, home and excess
liability. Used consultative selling techniques to provide leads for telesales personnel.