BRITANY DORSEY
Detroit,United States
Summary
Dedicated Customer Service Specialist with 10 years of experience in assisting customers and solving problems. Skilled in working both independently and in team environments. Strong communication skills and self-motivation. Successfully handled escalated customer support issues for 4 years while working from home.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
MultiPlan
Detroit, MI
02.2024 - Current
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Answered inbound calls, chats and emails to facilitate customer service.
Customer Service Representative
Progressive Insurance
, United States
09.2021 - 06.2023
- Excellent interpersonal, communication and customer service skills
- Provide prompt and efficient resolution to customer inquiries and issues, ensuring a positive customer experience and maintaining customer loyalty
- Provide personalized recommendations to customers based on their unique insurance needs and coverage options
- Maintain a high level of knowledge about Progressive Insurance products and policies in order to accurately and effectively assist customers with their inquiries and provide appropriate solutions
- Ensuring complete and accurate documentation of all customer interactions and transactions
Customer Service Representative
Dialog Direct
Troy, United States
11.2015 - 05.2021
- Took inbound calls and assisted with billing and enrollment for Health Insurance
- Completed and maintained accurate documentation
- Responsible for typing reports, memos, and other correspondence
- Assisted in training new hire classes and performed quality assurance
- Handle escalated customer complaints and provide prompt resolution
- Provided exceptional customer service by promptly and accurately addressing customer inquiries and resolving issues to ensure customer satisfaction
- Assist in the development and implementation of customer service training programs to improve the overall performance and satisfaction of customer service representatives
- Consistently meet or exceed performance goals and targets, such as average handle time, customer satisfaction ratings, and first call resolution rates, to ensure high-quality service delivery and customer satisfaction
Education
High School Diploma -
Highland Park High School
Highland Park, Michigan06.2009
Skills
- Working from Home
- Typing
- Communication
- Active Listening
- Documentation
- Credit Card Processing
- Chat
- Microsoft
- Management
- Data Entry
- Customer Satisfaction
- Problem Solving
- Quality Control
- Complaint Handling
- Senior leadership support
- Insurance Knowledge
- Positive customer experience
- Enrollment Process
- Quality Assurance
- Account updating
- Paperwork Processing
- Call Documentation
References
References available upon request.
Timeline
Customer Service Representative
MultiPlan
02.2024 - Current
Customer Service Representative
Progressive Insurance
09.2021 - 06.2023
Customer Service Representative
Dialog Direct
11.2015 - 05.2021
High School Diploma -
Highland Park High School
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