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, CA
High School Diploma -
Centennial Senior High School
Compton, CA
Skills
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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