Austen Foster
Columbus,OH
Summary
Skilled Customer Service Professional with outstanding abilities in coaching, documentation and active listening. Great decision-maker and valued employee. Proven history of reliability, resourcefulness and effective leadership.
Overview
9
9
years of professional experience
Work History
Senior Customer Experience Representative
Root Insurance
05.2024 - Current
- Established a positive work environment that encouraged collaboration and teamwork among staff members for optimal results.
- Responded proactively and positively to rapid change.
- Facilitated smooth issue resolution by maintaining clear lines of communication between customers and relevant departments.
- Continuously refined personal communication skills, adapting to various customer personalities and preferences for optimal rapportbuilding.
Customer Service Lead
State Auto Insurance Companies / Liberty Mutual Insurance
05.2022 - 11.2023
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Monitored workflow to improve employee time management and increase productivity.
- Collaborated with independent insurance agents to build relationships
- Served as liaison between key stakeholders during IT integrations, and closely oversees integration projects.
- Educated customers about billing, payment processing and support policies and procedures.
- Assisted in development of employee assessments to measure training value.
- Creating reports that allowed the ability to collect time sheet data, and using those reports to accurately enter payroll hours for employees.
- Delivered regular team meetings for aligned work towards common goals.
Customer Service Representative
State Auto Insurance Companies / Liberty Mutual Insurance
09.2019 - 05.2022
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Averaged around 80 calls a day, also assisted with chat support, and email support.
Material Handler / Materials Section Lead
Communications Test Design, Inc (CTDI)
09.2018 - 09.2019
- Assembled pallets and crates for secure transportation of materials.
- Monitored warehouse to identify missing items, spills and unusual activity, complying with safety procedures.
- Used hand-held scanners and physical logs to accurately track item movements.
- Oriented newly hired employees by providing company information, facilitating onboarding processes and establishing position-related requirements.
Sales and Customer Service Representative
Sutherland Lumber Company
03.2016 - 09.2018
- Prioritized helping customers over completing other routine tasks in store.
- Prepared merchandise for sales floor by pricing or tagging.
- Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
- Built customer loyalty and retention by delivering excellent shopping experiences.
- Prepared detailed reports on inventory levels and movement trends, providing valuable information for decision-making purposes.
Education
Culinary Arts Program -
South-Western Career Academy
Grove City, OH01.2017
High School Diploma -
Franklin Heights High School
Columbus, OH01.2015
Timeline
Senior Customer Experience Representative
Root Insurance
05.2024 - Current
Customer Service Lead
State Auto Insurance Companies / Liberty Mutual Insurance
05.2022 - 11.2023
Customer Service Representative
State Auto Insurance Companies / Liberty Mutual Insurance
09.2019 - 05.2022
Material Handler / Materials Section Lead
Communications Test Design, Inc (CTDI)
09.2018 - 09.2019
Sales and Customer Service Representative
Sutherland Lumber Company
03.2016 - 09.2018
Culinary Arts Program -
South-Western Career Academy
High School Diploma -
Franklin Heights High School
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