Amy Natale
Addison,IL
Summary
Proven leader in customer service and team development, I excelled at Cigna Health Care by leveraging my problem-solving abilities and system operations expertise to enhance customer satisfaction and streamline operations. While implementing empathy and active listening skills . Recognized for superior conflict resolution skills and consistently exceeding performance metrics, I drove significant improvements in customer loyalty and operational efficiency.
Overview
15
15
years of professional experience
Work History
Customer Service Representative
Cigna Health Care
Remote - Illinois
02.2022 - Current
- Efficiently operated multiple systems to preform job task. Such as, excess, faces, plan, opus, ced, dentacom, proclaim, cpf, webster, netview. And more.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Team Lead
Parts Town
Addison, IL
10.2017 - 06.2021
- Trained new team members by relaying information on company procedures and safety requirements.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Coached team members in techniques necessary to complete job tasks.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
- Worked different stations to provide optimal coverage and meet production goals.
- Increased customer satisfaction by ensuring timely completion of projects and adherence to high-quality standards.
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
- Maintained detailed records of client interactions, ensuring accurate documentation for future reference.
- Described product and service details to customers to provide information on benefits and advantages.
- Explained online self-help options to customers to promote additional and after-hours support choices.
- Developed working relationships with internal and external customers while assisting with account management duties.
- Enhanced customer satisfaction by providing timely and accurate information on products and services.
- Streamlined call handling processes for improved efficiency and reduced wait times.
Assistant Manager
Dunkin Donuts
Carol Stream, IL
03.2010 - 10.2017
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
- Cultivated warm relationships with regular customers.
- Enhanced customer satisfaction by promptly attending to their needs and providing personalized service.
- Provided attentive service during high-volume periods without sacrificing attention to detail or guest rapport.
- Addressed customer complaints or concerns professionally, ensuring swift resolution and maintaining positive relationships.
- Assisted in training new hires, providing guidance on restaurant standards and best practices.
Education
West Chicago Community Highschool
West Chicago, IL06.2004
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Customer Relations
- Problem Resolution
- Call center experience
- Conflict Resolution
- Computer Proficiency
- Money handling abilities
- Complaint Handling
- Microsoft Excel
- Customer satisfaction measurement
- Professional telephone demeanor
- Call Center Operations
- Microsoft Outlook
- Scheduling
- Call Management
- Product Knowledge
- Team Development
- Documentation
- Microsoft PowerPoint
- Data Collection
- Prioritization
- Staff Training
- De-Escalation Techniques
- Building rapport
- Technical Support
- Quality Control
- Customer Education
- Product and service solutions
- Recordkeeping strengths
- Research
- Reading Comprehension
- Spreadsheets
- Office equipment proficiency
- Staff education and training
- Conflict Mediation
- Proofreading
- Document Control
- Brand representation
Timeline
Customer Service Representative
Cigna Health Care
02.2022 - Current
Team Lead
Parts Town
10.2017 - 06.2021
Assistant Manager
Dunkin Donuts
03.2010 - 10.2017
West Chicago Community Highschool