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 Skillsundefined
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
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