Barbara Edwards Maule
Birmingham,Alabama
Summary
Customer Service Representative who maintains a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty. Customer Service Representative versed in customer support in high call volume environments. Superior computer skills and telephone etiquette.
Overview
39
39
years of professional experience
Work History
Customer Service Associate
Blue Cross Blue Shield Of Alabama
09.2022 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Kept detailed records of customer interactions to track and resolve issues quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Administrative Assistant
Ephraim Financial Services
08.2012 - 05.2021
- Provided detail reports of customer activities in their financial accounts to agent
- Drafted meeting agendas, supplied advance materials and executed follow-up for meetings and team conferences
- Documented necessary account information and offer custom solutions in time sensitive manner
- Answered inquiries from customers regarding their accounts
- Researched and resolved wide variety of customer questions and issues
- Made copies, sent faxes and handled all incoming and outgoing correspondence
- Provided professional feedback to agent concerning how to provide measurable customer value
- Created PowerPoint presentations used for business development
- Organized files, developed spreadsheets, faxed reports and scanned documents.
Customer Service Specialist
Blue Cross and Blue Shield of Alabama
03.2008 - 07.2012
- Made reasonable procedure exceptions to accommodate unusual customer requests
- Demonstrated mastery of customer service call script within specified time
- Provided accurate and appropriate information in response to customer inquiries
- Achieved individual performance goals targeted by Company
- Resolved customer questions, issues and complaints
- Responded to 80 to 100 calls per day in professional and efficient manner
- Maintained up-to-date records at all times
- Developed effective relationships with all call center departments through clear communication
- Built customer loyalty by placing follow-up calls for customers who reported product issues.
Administrative Assistant
Wells Fargo Branch Office
08.2007 - 03.2008
- Drafted meeting agendas, supplied advance materials and executed follow-up for meetings and team conferences
- Managed receptionist area, including greeting visitors and responding to telephone and in-person requests for information
- Created PowerPoint presentations used for business development
- Organized files, developed spreadsheets, faxed reports and scanned documents
- Received and screened high volume of internal and external communications, including email and mail
- Guaranteed positive customer experiences and resolved all customer complaints.
Customer Service Representative
Blue Cross and Blue Shield of Alabama
01.2005 - 07.2007
- Delivered superior customer service by responding to questions concerning issues about their healthcare plans, premiums and products offered
- Documented and utilized multiple systems to research necessary information to resolve customer questions or issues
- Responded to approximately 80 to 100 calls per day in inbound call center environment
- Achieved individual performance goals targeted by Company
- Worked with upper management to ensure appropriate changes were made to improve customer satisfaction
- Developed effective relationships with all call center departments through clear communication
- Delivered extraordinary results measured by customer satisfaction, effectiveness, efficiency and quality.
Benefit Consultant
Protective Life Insurance Company
09.1984 - 06.2004
- Delivered reliable, professional, accessible, responsive and personalized customer service
- Consultant to policyholders for their insurance needs based upon their unique personal and financial circumstances
- Researched and presented latest marketing procedures in insurance market
- Worked under strict deadlines and responded to service requests and emergency call-outs
- Served as resource expert to internal and external customers
- Developed, implemented and monitored programs to maximize customer satisfaction
- Improved service quality and increased sales by developing a strong knowledge of company's products and services
- Kept abreast of rapidly evolving technology
- Provided detailed monthly departmental reports and updates to senior management
- Addressed negative customer feedback immediately
- Resolved customer questions, issues and complaints.
Education
Some College (No Degree) -
Whittier College
Whittier, CAHigh School Diploma -
Centennial Senior High School
Compton, CASkills
- Strong problem solving ability
- Negotiation competency
- Troubleshooting skills
- Telecommunications knowledge
- Proficient in customer account software
- Conflict resolution proficiency
- High customer service standards
- Proficient in MS Word, power point and Excel
- Proficient in use of internet
Timeline
Customer Service Associate
Blue Cross Blue Shield Of Alabama
09.2022 - Current
Administrative Assistant
Ephraim Financial Services
08.2012 - 05.2021
Customer Service Specialist
Blue Cross and Blue Shield of Alabama
03.2008 - 07.2012
Administrative Assistant
Wells Fargo Branch Office
08.2007 - 03.2008
Customer Service Representative
Blue Cross and Blue Shield of Alabama
01.2005 - 07.2007
Benefit Consultant
Protective Life Insurance Company
09.1984 - 06.2004
Some College (No Degree) -
Whittier College
High School Diploma -
Centennial Senior High School
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