April Desimone
Resolution Specialist
Gentry,AR
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Works independently and as a team, with minimal supervision and pitch in to complete tasks. Demonstrates consistently strong work ethic and adherence to company policy and procedures,
Overview
24
24
years of professional experience
Work History
Customer Service Specialist - Reso
Globe Life
05.2022 - Current
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Delivered prompt service to prioritize customer needs.
- Maintained up-to-date knowledge of product and service changes.
- Investigated and resolved customer inquiries and complaints quickly.
- Added more administration duties: Form 19 request, NAR box, Group box
- Completes trackers for all administration duties and sends in daily/weekly/monthly.
Customer Service Advocate
Globe Life
McKinney, TX
09.2020 - 05.2022
- Started as Customer Service Representative,and was promoted to Customer Service Advocates within 9 months
- Trained in following lines of business: Medicare Supplements, Life, Underage, Globe Payments, Group, Resolution, and Annuity
- Admin work - Completes letters for Form 9 to be sent to insureds and providers
- Meets goal on quality assurance and adherence
- Mentor for new team members in mentorship program
- Help large volume of customers every day with positive attitude and focus on customer satisfaction.
- Promotes superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Supports call center associates by taking on escalated calls, handling complex concerns and achieving customer satisfaction targets.
Customer Service Representative
Globe Life
01.2020 - 09.2020
Team Lead, Target
Starbucks
Frisco, TX
06.2001 - 01.2020
- Motivate, nurture and train the team to develop their skills and realize their personal best
- Management - Execute daily/weekly operations to support business priorities and deliver on sales goals
- Oversee management of operations, process and efficiency
- Training - Lead both scheduled and real time training in all procedures so employees work efficiently and as a team to deliver consistent quality products and service for our guests
- General Merchandise - Ensure product is set, in-stock, accurately priced and signed on the sales floor
- Lead replenishment, inventory accuracy, presentation, pricing, and promotional signing processes for all GM areas of the store
- Customer Service - Knowledge of customer service fundamentals and experience supporting a guest first culture
- Handle inquiries and complaints with the goal of providing customer satisfaction
- Retail - Experience in business fundamentals: department sales trends, inventory management, scheduling and process efficiency and improvement
- Food & Beverage - Knowledge in food seasonality, freshness and quality, food safety standards and routines, and merchandising
Education
Bachelor of Science - Interdisciplinary Studies
Texas A&M University - Commerce
Commerce, TX12.2004
Skills
- Team Lead/Training
- Management
- Reliable
- Customer Service
- Organization
- Goal Oriented
- Inventory Management
- Customer Retention Strategies
- Call Center Customer Service
- Efficient and Detail-Oriented
- Responding to Difficult Customers
- Issue and Complaint Resolution
- Skilled in Microsoft Office
- Answering Emails
Accomplishments
- Have been named top performer April 2020 and December 2020 with United American.
- Continue to keep high quality assurance and adherance scores and wrap up scores.
- Promoted from CSR to CSA in 9 months
- Mentor in mentoring program
- Participates in the company small group mentoring.
Timeline
Customer Service Specialist - Reso
Globe Life
05.2022 - Current
Customer Service Advocate
Globe Life
09.2020 - 05.2022
Customer Service Representative
Globe Life
01.2020 - 09.2020
Team Lead, Target
Starbucks
06.2001 - 01.2020
Bachelor of Science - Interdisciplinary Studies
Texas A&M University - Commerce
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