Antoinette Mailo
Salem
Summary
Skilled Contact Center Representative 10+ years in customer service and technical support. Strengths include problem-solving abilities, exceptional communication skills, and knowledge of call center software applications. Previous roles involved improving customer satisfaction ratings, enhancing client relationships, and contributing to team success.
Overview
11
11
years of professional experience
Work History
Contact Center Representative II
The Standard Insurance
Salem
04.2025 - Current
Contact Center Representative II
American Heritage Life Insurance Company Allstate
Jacksonville
09.2014 - 04.2025
- Assisted customers with inquiries regarding insurance products and services.
- Processed policy changes and claim submissions for clients efficiently.
- Utilized customer relationship management software to track interactions and issues.
- Educated customers on features and benefits of products or services.
- Utilized various software tools such as Microsoft Office Suite, Salesforce.
- Performed troubleshooting and problem solving for customer issues.
- Handled escalated calls from other representatives in a timely fashion.
- Created knowledge base documents for easy reference by other team members.
- Engaged actively with callers, confirming or clarifying information and diffusing anger.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Offered resolutions to de-escalate calls and solve customer issues.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Navigated through computer systems to review information and respond appropriately to callers.
- Consulted with customers to resolve service and billing issues.
- Maintained strong call control and quickly worked through scripts to address problems.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Mentored junior team members and managed employee relationships.
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
- Collaborated with team members to resolve complex customer concerns promptly.
- Educated customers on coverage options and insurance terms effectively.
- Maintained accurate records of customer interactions and transactions daily.
- Provided support to coworkers by sharing knowledge about policies and procedures.
- Handled high call volumes while ensuring a positive customer experience consistently.
- Resolved customer complaints in a professional manner.
- Monitored incoming calls, emails and chats for quality assurance purposes.
Education
High School Diploma -
Lincoln High School
San Diego, CA05-2008
Skills
- Claims processing
- Policy education
- Troubleshooting techniques
- Conflict resolution
- Time management
- Team collaboration
- Effective communication
- Active listening
- Call handling
- Complaint resolution
- Quality assurance
- Technical support
- Providing customer support
- Call logging
- Problem-solving skills
- Call documentation skills
Timeline
Contact Center Representative II
The Standard Insurance
04.2025 - Current
Contact Center Representative II
American Heritage Life Insurance Company Allstate
09.2014 - 04.2025
High School Diploma -
Lincoln High School