ANNADA BROWN-MOCK
TROY,OH
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
14
14
years of professional experience
Work History
POLICY SUPPORT REPRESENTATIVE
METLIFE/FARMERS INSURANCE
Miamisburg, OHIO
05.2014 - Current
- Developed and maintained strong working relationships with colleagues and superiors.
- Applied de-escalation techniques and provided positive customer support to maintain composure and patience in challenging customer situations.
- Established departmental benchmarks and objectives that were consistent with the organization's overarching goals.
- Resolved complex and escalated support issues.
- Executed strategic reforms and measures on a company level with the aim of bolstering support abilities.
- Assessed customer needs, identified issues, and provided solutions for customer inquiries.
- Analyzed data from previous interactions to anticipate potential problems before they arise.
- Provided technical support to customers via phone, email and chat.
- Responded promptly to all incoming requests for assistance from customers.
- Created knowledge base articles that addressed common customer questions or concerns.
Customer Service Representative
PNC Mortgage
Miamisburg, OH
08.2012 - 10.2013
- Answered customer inquiries via phone, email, and chat.
- Provided accurate information about products and services to customers.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Maintained a high level of professionalism when dealing with difficult customers.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Resolved customer complaints promptly and efficiently.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Provided exceptional customer service to ensure customer satisfaction.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Collected deposits or payments and arranged for billing.
Customer Service Representative
Teleperformance USA
FAIRBORN, OH
06.2010 - 08.2012
- Provided accurate information about products and services to customers.
- Maintained a high level of professionalism when dealing with difficult customers.
- Managed detailed documentation of customer interactions, transactions, and comments to facilitate future reference.
- Resolved customer complaints promptly and efficiently.
- Identified opportunities for upselling additional products or services based on customer needs.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
Skills
- Microsoft Office
- Customer Satisfaction
- Dispute Resolution
- Problem-Solving
- Customer Service
- Records Management
- Continuous Improvement
- Teamwork and Collaboration
- Work Planning and Prioritization
- Client Retention
- Customer service understanding
- Team Development
- Office Administration
- Technical Support
- Flexible Schedule
- Schedule Coordination
- Customer service expertise
- Memo Drafting and Typing
- Typing
- Typing and written communication
- 50 WPM Typing Speed
- Call Management
- Critical Thinking
- Telephone Etiquette
- Patient Scheduling
- Insurance Verification
- Service Sales
- Strong Work Ethic
- Patient Registration
- Chart updating
- Patient interaction
- Clinical Documentation
- Specimen handling
- Supporting physician needs
- Sample Preparation
Timeline
POLICY SUPPORT REPRESENTATIVE
METLIFE/FARMERS INSURANCE
05.2014 - Current
Customer Service Representative
PNC Mortgage
08.2012 - 10.2013
Customer Service Representative
Teleperformance USA
06.2010 - 08.2012
Similar Profiles
Krystal AllenKrystal Allen
Senior Sales Representative at MetLife - Farmers InsuranceSenior Sales Representative at MetLife - Farmers Insurance
Gina CiullaGina Ciulla
Claims Supervisor at MetLife/Farmers Insurance ExchangeClaims Supervisor at MetLife/Farmers Insurance Exchange
Salvador ArciniegaSalvador Arciniega
Senior Sales Consultant/Broker (National) at Farmers Insurance GA/MetLife GA Auto & HomeSenior Sales Consultant/Broker (National) at Farmers Insurance GA/MetLife GA Auto & Home
Kelle WeaverKelle Weaver
Business Development Associate at Beau Townsend NissanBusiness Development Associate at Beau Townsend Nissan
Jason LaceyJason Lacey
Spray Technician at Allied Coating Inc.Spray Technician at Allied Coating Inc.