Avaya
Ayreana Buford
Suwanee,GA
Summary
Specialized Customer Service Representative with over 5+ years of experience and proven history of handling high-pressure situations. Innovative problem solver with experience developing and implementing new service strategies to increase customer satisfaction by 30%. Strong interpersonal skills with a certification in employee mediation and team-building.
Overview
2
2
years of professional experience
Work History
Claims Agent
CSAA Insurance Group
01.2024 - Current
- Updated claims system to track claim status and provide relevant information to other department.
- Worked productively in fast-moving work environment to process large volumes of claims.
- Processed and recorded new policies and claims.
- Investigated accidents or incidents to determine cause and extent of damages.
Customer Service Agent
Bakkt
11.2023 - 01.2024
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Investigated and resolved customer inquiries and complaints.
Claims Agent
Citizens Property Insurance
09.2022 - 01.2023
- Develop and maintain strong relationships with insurance agents, policyholders and other stakeholders to ensure timely and accurate claim resolution,
- Collaborate with underwriters to assess claim validity and coverage,
- Provide guidance and support to policyholders throughout the claims process, ensuring their satisfaction and understanding of the insurance policy terms and coverage,
- Negotiate settlement amounts with policyholders and ensure fair resolution of claims
Customer Service Representative
AppleOne Employment Services
05.2022 - 01.2023
- Collected and documented information and advised customers of cases/applications status,
- Notified management of escalations and completed proper documents following escalation procedures,
- Answered inbound calls and took outbound calls responding to customer inquiries pertaining to billing, technical issues and application status
Customer Service Representative
Arise Virtual Solutions Inc.
03.2022 - 01.2023
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks,
- Managed high-volume of inbound and outbound customer calls,
- Assisted customers via phone by providing confirmations, answering questions and offering general information
Education
High School Diploma -
Northview High School
Skills
Computer SkillsCustomer ServiceSalesInbound and Outbound Calls
Claims
Call Center
Data EntryRemoteClaims Investigation
Healthcare Customer Service
Software
VMWare
CXOne
Remote Desktop
Microsoft
Teams
Zoom
Okta
Zendesk
Salesforce
Timeline
Claims Agent
CSAA Insurance Group
01.2024 - Current
Customer Service Agent
Bakkt
11.2023 - 01.2024
Claims Agent
Citizens Property Insurance
09.2022 - 01.2023
Customer Service Representative
AppleOne Employment Services
05.2022 - 01.2023
Customer Service Representative
Arise Virtual Solutions Inc.
03.2022 - 01.2023
High School Diploma -
Northview High School