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LEVENTE NAGY.RESUME1
- 1. LEVENTE NAGY 440.732.8708, 5228 Fenn Rd, Medina, OH 44256 nagylevente1@gmail.com https://www.linkedin.com/in/levente-nagy OBJECTIVE To obtain a customer service representative role at a Company where I can utilize my skills and contribute my extensive CSR background for an organization that embraces a professional customer service climate. Professional customer service representative with 8 years of experience thriving in a diverse and productive customer service atmosphere. Experienced in supporting a fast-paced, bilingual, and efficient inbound/outbound call center environment. ï‚· Highly Recognized Telephone Rapport ï‚· Solid Problem-Solving/Excellent Conflict Resolution ï‚· Proficient in Microsoft Office ï‚· Excellent Verbal/Written Communication ï‚· Interpersonal ï‚· Multilingual (SPN/HUN/ROM) ï‚· Dedicated Team-Player ï‚· Adaptable and Pleasant Liaison ï‚· Trustworthy and Energetic Attitude ï‚· Efficient and Quick Case Management ï‚· Positive Attitude ï‚· Collaborator PROFESSIONAL EXPERIENCE BP-GBS Europe Budapest, Hungary 2015- 2016 Customer Service Representative for UK Customer Service ï‚· Resolved customer service complaints within 24-48 hours of first contact through final completion of customer inquiry ï‚· Oversaw up to 200 complaints/cases, ensured reimbursements within 4-5 banking days and handled payments up to $12,000 by approving through appropriate budget holders (site managers, insurance brokers, legal solicitors, etc.) ï‚· Processed, designated, & kept track of in-progress cases while meeting tight deadlines ï‚· Employed professional excellence in telephone rapport while providing accurate & detail-oriented information ï‚· Directed and trained 5 colleagues as a Team Supporter on appropriate and effective problem-solving skills such as introducing affirmative speaking/listening tools, ways to enhance behavioral response, using correct tones, ways to reduce stress, call time management ï‚· Provided a positive attitude and strong problem-solving approach in collaboration with a 6 member team, 3 superiors, and our diverse UK customers ï‚· Analyzed and processed legal compliance of CCTV footage requests (several per week) ï‚· Volunteered in out-of-scope projects and tasks including daily activity reports, weekly evaluations, and telephone reporting using MS Excel, compliance work for Health and Safety regulations for in-office, ergonomics, document tool audits, and ensured all cases complied with standard operational procedure guidelines) Hyatt Legal Plans, a Met Life Company Cleveland, OH 2008 -2015 Bilingual Client Service Representative and Part-Time Panel Attorney Assistant ï‚· Managed high call volumes, averaging 90-110 per day while maintaining a high level of quality ï‚· Recognized for consistent excellent customer service and call evaluation scores of 90% and above ï‚· Answered calls within 2-4 seconds and resolved client inquiries in a bilingual environment, while efficiently providing appropriate attorney referrals to existing clients on average within 4-6 minutes duration per call time ï‚· Presented purchased benefit coverage to existing policyholders and assisted in utilizing legal plan benefit
- 2. Levente Nagy Page 2  Gathered sensitive eligibility notes such as client demographic, employer details, payroll information, and other personal data whilst maintaining customer satisfaction  Worked as a liaison for approximately 6 million plan members and 13,000 plan attorneys  Assisted Director in translating Spanish language materials for the Call Center, such as call scripts, applications, & web page terminology Reminger & Reminger Co., L.P.A Cleveland, OH 2004- 2007 Docket Clerk, Courier, and Legal Assistant  Assisted in the filing, maintenance, and receipt of court case records  Demonstrated constant initiative in preparing records of fines, filing fees, and bonds  Employed constructive responsibility and incorporated a solid professional work-ethic EDUCATION Cleveland State University Cleveland, OH Graduate Bachelor’s Degree of Arts and Sciences in Spanish with a minor in International Politics The Center for Bilingual Multicultural Studies Cuernavaca, Mexico Study Abroad Diploma TEFL Institute (online) Chicago, IL Certified TEFL (Teaching English as a Foreign Language) Professional Teaching Certification VOLUNTEER AND LINGUISTIC ACCOMPLISHMENTS Menéndez Pidal/Virgen de la Luz Avilés, Spain 2009- 2010 English/Spanish Teacher and Assistant  Oversaw enrollment for bilingual classes for middle school children and assisted 5 professors in teaching their language immersion programs  Formulated and directed effective and innovative teaching styles/programs such as the Berlitz method, Visual Group Learning and musical immersion techniques  Gained management experience with fellow teaching assistants and teachers, utilized TEFL certification  Supervised effectiveness of lesson plans and studied outcomes of teaching projects, evaluations, and testing Hotel Nogaró Buenos Aires, Argentina 2006 Volunteer Hotel Receptionist (Internship Program provided by CDS International)  Delegated assistance for 40-50 hotel guests by making reservations, researching city attractions, and accommodating needs on a daily basis  Utilized practical multi-tasking skills and gained valuable fluency in the Spanish language  Benefited from interacting with an diverse clientele by utilizing professional skills and patience  Served as a conversational interpreter for a 2 hour media interview