Summary
Overview
Work History
Education
Skills
Timeline
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Barbara Ferguson

Indianapolis,IN

Summary

Qualified Customer Service Representative with experience in a fast-paced customer service and call center environments. Successful at troubleshooting and handling customer service issues in a timely manner.

Overview

23
23
years of professional experience

Work History

Service Representative

Geico
01.2024 - Current
  • Delivered outstanding support, assisting customers in navigating complex product offerings and services.
  • Participated in ongoing training programs to stay abreast of industry trends, emerging technologies, and best practices within customer service fields.
  • Assisted clients in understanding billing procedures and payment options while maintaining strict adherence to internal policies regarding financial transactions.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Accepted payments and updated accounts with latest information.
  • Operated in dynamic, high-volume environments to provide skilled assistance to more than 50 customers each day.

Licensed Customer Service Representative

Renaissance Life And Health
09.2018 - 02.2023
  • Answered constant flow of calls from customers, providers regarding policies, benefits, information requests, required documentation, and claim resolutions with positive attitude and focus on customer satisfaction.
  • Entered interaction details in system to track requests, document problems.
  • Logged solutions offered to streamline next call experience.
  • Resolved customer issues by researching and exploring answers, implementing solutions and escalating unresolved issues to upper management.
  • Successfully completed the Indiana Life, Accident, and Health pre-licensing course and passed the Indiana Life & Health Exam and became licensed in 5 states (Indiana, Ohio, Michigan, Arizona and New Mexico)
  • Went over policy details with prospective members and processed enrollments.

Remote Customer Service Representative

Transcom Worldwide
05.2017 - 09.2018
  • Educated customers on navigating with in their Apple products, offering solutions when problems arose.
  • Managed more than 50 calls per day from customers promptly to reduce hold times.
  • Used company troubleshooting tree to evaluate technical problems and find appropriate resolutions.
  • Helped with password resets, device resets, locating and locking lost or stolen devices.
  • Assisted customers with repair devices and loaner devices during repairs.

Senior Customer Service Specialist, Exclusive

Bluegreen Vacations
10.2014 - 05.2017
  • Assisted more than 50 owners per day in search of available inventory to obtain their desired vacation experience; offering alternative options that would provide similar experience.
  • Responsible for new owner servicing and entering cases into Sales Force, and routing escalations to proper department.
  • Promoted to Exclusive Team with added abilities and responsibilities in handling of First Year Owners and Premier Owners.
  • Maintained steady A or B player rating.

Server

Lord Ashley's Pub And Eatery
04.2001 - 10.2010
  • Demonstrated genuine hospitality while greeting and establishing rapport with guests.
  • Relayed food and beverage orders to bar and kitchen staff by quickly and accurately keying into computer system..
  • Effectively listened to, understood and clarified guest concerns and issues.
  • Assertively up-sold alcoholic beverages, appetizers and desserts.
  • Resolved guest complaints quickly and effectively.
  • Assisted co-workers whenever possible.
  • Administered to most large parties.
  • Responsible for creating weekly server schedule ensuring adequate staffing for projected business.

Education

Some College (No Degree) - Legal Secretary

International Business College
Indianapolis, IN

High School Diploma -

Warren Central High School
Indianapolis, IN
05.1991

Skills

  • Telephone Skills
  • Service Oriented
  • Creative and Effective Problem Solver
  • Strong Client Relations
  • Troubleshooting Technical Issues
  • Calm Under Pressure
  • Multitasking Skills
  • MS Windows Proficients
  • Microsoft Office

Timeline

Service Representative

Geico
01.2024 - Current

Licensed Customer Service Representative

Renaissance Life And Health
09.2018 - 02.2023

Remote Customer Service Representative

Transcom Worldwide
05.2017 - 09.2018

Senior Customer Service Specialist, Exclusive

Bluegreen Vacations
10.2014 - 05.2017

Server

Lord Ashley's Pub And Eatery
04.2001 - 10.2010

Some College (No Degree) - Legal Secretary

International Business College

High School Diploma -

Warren Central High School

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Barbara Ferguson