Ann-Marie Boyd
Macon,GA
Summary
Skilled Customer Service Specialist with over 15 years of experience in delivering exceptional support and training teams within fast-paced environments. Expertise in managing customer interactions, troubleshooting complex issues, and ensuring compliance with corporate policies. Strong leadership skills demonstrated through successful team management and training initiatives, significantly enhancing service quality and operational efficiency. A commitment to fostering positive relationships and ensuring customer satisfaction drives a results-oriented approach to service excellence.
Overview
10
10
years of professional experience
Work History
Customer Service Specialist-Remote Work From Home
CUNA Mutual Group/ TruStage
Georgia
08.2021 - Current
- Basic data entry
- Basic communications with external customers, agents & funeral homes including inbound and outbound phone calls.
- Document handling and review to prepare files for processing.
- Preparing documents for mailings
- Processing a variety of tasks or functions such as maintaining policy files.
- Completing projects as assigned
- Preparing correspondence using standard templates.
- Following standard screens and procedures to perform most tasks.
- Completing various internet searches
- Collaborating with team and department members by attending team meetings and other company activities.
- Adjusting to new or changing business needs by learning new systems and procedures
- Trained to take both customer service and claims calls and check documentation for processing
- Provided exceptional customer service by promptly responding to inquiries and resolving issues
- Effectively handled irate or upset customers by remaining calm under pressure and actively listening to their concerns before offering appropriate solutions
- Managed a high volume of incoming calls and emails, consistently meeting or exceeding the department's average response time
- Developed strong product knowledge to effectively assist customers with their inquiries and provide accurate information
- Resolved complex customer complaints by investigating the root cause of the issue and implementing appropriate solutions
- Maintained detailed records of all customer interactions ensuring accurate documentation for future reference
- Proactively followed up with customers after resolution of their concerns to ensure satisfaction and build long-term relationships
- Participated in regular training sessions to stay updated on best practices for delivering excellent customer service
- Recognized as top-performing team member multiple times based on metrics such as call quality scores, first-call resolution rate, and customer satisfaction ratings
- Maintained consistent excellent reviews of my performance including my year end evaluations that determined my merit increase and bonus
Team Manager/Trainer
Life Wireless/All Wireless
Macon, GA
01.2016 - 08.2021
- Set up registration kiosks on location at businesses and community events by coordinating with local business owners/managers
- Register applicants in order to provide federally subsidized cell phones and service plans by collecting personal information and uploading pictures of supporting documentation to corporate office in order for them to get qualified to receive service
- Inform applicants of plan details / legal agreements and get required signatures
- Record enrollment numbers of the applicant/serial numbers and sim card numbers of devices onto website in order to activate phone service once they are qualified
- Activate phones on site and instruct applicants on company policies and basic phone skills once they are qualified
- Troubleshoot and provide customer service as needed
- Responsible for pickup/ storage and distribution of new inventory and equipment to fellow team members
- Trained new team members on compliance procedures per corporate policy
- Troubleshoot and provide field support to new team members with questions regarding policy and procedure
- Track sales and enrollment through corporate website and report to regional manager
- Communicate with the team on compliance procedures and enrollment goals through email /texts/cellphone
Education
High School Diploma -
Albany High School
Albany, GA06-1987
Skills
- Excellent Customer Service
- Conflict Resolution
- Client Confidentiality
- Relationship Building
- Team Management/Development
- Communication skills
- Written and Verbal Communication Skills
- Organizational skills
- Telephone Etiquette
- Team Collaboration
- Critical Thinking
- Comprehensive Documentation
Timeline
Customer Service Specialist-Remote Work From Home
CUNA Mutual Group/ TruStage
08.2021 - Current
Team Manager/Trainer
Life Wireless/All Wireless
01.2016 - 08.2021
High School Diploma -
Albany High School