Results-driven Online Chat Specialist promoting ways to improve customer engagement. A relationship-builder and multitasking professional Looking for the next amazing opportunity utilizing great skills in customer service in busy environment.
Hi, I’m
April Gholar
Montgomery,AL
Summary
Overview
14
years of professional experience
Work History
PNC Bank, RemoteCleveland, Ohio
Online Banking Support Representative
08.2022 - Current
Job overview
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
- Responded to customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility, and claims.
- Understood each target customer's business model, mapped out organization, and identified unique technology needs.
- Built relationships with industry stakeholders to stay informed on industry trends and developments.
Ptz Insurance Agency, Ltd RemoteRolling Meadows, IL
Insurance Customer Service Representative
02.2022 - 08.2022
Job overview
- Reviewed and adjusted customer coverage levels to address, identify, and resolve customer conflicts.
- Answered incoming phone calls to articulate product value to prospective customers and support current policyholders.
- Responded to customer requests for products, services, and company information.
- Advised customers on required information for claim submissions to progress applications.
2-10 Hbw Remote Chat RepresentativeAurora, Colorado
Customer Experience Agent
09.2021 - 02.2022
Job overview
- Resolved customers' issues related to online purchases, late product deliveries and billing discrepancies to encourage good customer relationships.
- Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Remedied issues quickly and within parameters of company-mandated policies and procedures.
Convergent ResourcesMontgomery, Alabama
Customer Service Representative
11.2009 - 10.2020
Job overview
- Responded to customer requests for products, services, and company information.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Provided primary customer support to internal and external customers.
Education
Troy University Montgomery, Alabama
Associate of Science from Psychology
05.2016
University Overview
Continuing education in Business
Skills
- Type 80 WPM
- Customer Focused Empathy
- Careful and active listener
- Multi-tasking
- Active listening skills
- Patient support and education
- Banking
Accomplishments
Accomplishments
Customer Assistance
- Worked with company systems such as Live Support and diligently completed all assigned tasks, working overtime as needed.
Customer Service
- Researched, calmed and rapidly resolved client conflicts to prevent loss of businessSales
- Consistently generated additional revenue through skilled sales techniques.
- Managed chat flow with up to 3 consecutive chats in queue.
Skills
Skills
- Live Chat Software: Live Person
- Type 80 WPM
- Customer Focused Empathy
- Professional and friendly
- Careful and active listener
- Multi-tasking
- Computer Proficiency
- Creative Problem Solving
- Customer Needs Assessment
- Excellent Grammar
- Internet Research
- Phone and Chat Skills
- Time Management
Timeline
Online Banking Support Representative
PNC Bank, Remote
08.2022 - Current
Insurance Customer Service Representative
Ptz Insurance Agency, Ltd Remote
02.2022 - 08.2022
Customer Experience Agent
2-10 Hbw Remote Chat Representative
09.2021 - 02.2022
Customer Service Representative
Convergent Resources
11.2009 - 10.2020
Troy University
Associate of Science from Psychology
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