CAGNEY MILLER
Oak Ridge
Summary
I am a Resolution Support Specialist with broad experience in delivering exceptional client assistance and resolving complex issues. I have a strong focus on team collaboration, adapting to changing needs, and achieving results. Skilled in troubleshooting, communication, and conflict resolution. Known for reliability, problem-solving, and customer-centric approach.
Overview
7
7
years of professional experience
Work History
Resolution Support Specialist
Travelers Insurance
03.2023 - Current
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Resolved complex customer issues, ensuring high satisfaction rates with personalized support solutions.
- Conducted regular follow-ups with customers to ensure their issues were fully resolved.
- Improved customer retention with empathetic and efficient handling of support cases.
- Managed high-priority complaints with professionalism, ensuring timely resolutions while maintaining excellent rapport with clients.
- Tracked and documented customer interactions in customer relationship management system to maintain accurate records.
Customer Service Representative
Travelers Insurance
09.2019 - 03.2023
- Maintained Customer Satisfaction with forward-thinking strategies focused on addressing customer need and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Delivered prompt service to prioritize customer needs.
- Educated customers about billing, payment processing and support policies and procedures.
Customer Service Representative
Sitel Corporation
03.2019 - 08.2019
- Cultivated customer loyalty, promoted repeat business, and improved sales.
- Leveraged sales expertise to promote products and capitalized on upsell opportunities.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
Napper Machine Operator
Volunteer Knitwear Corporation
04.2018 - 02.2019
- Operated machining equipment safely with team of operators.
- Complied with company and OSHA safety rules and regulations.
- Set up and ran machinery to produce exceptional products for industrial needs.
- Monitored machines during operation to detect sounds of malfunction or excessive vibration and adjusted machines to eliminate problems.
Education
Nursing - Some college (No degree) -
Roane State Community College Oak Ridge Campus
Oak Ridge, TNHigh School - undefined
Oak Ridge High School
Oak Ridge, TN01.2017
Skills
- Customer Service
- Escalation Handling
- Empathy and Patience
- Conflict Resolution
- Customer Relationship Management
- Strong Analytical and Problem Solving Skills
- Active Listening
- Computer Proficiency
- Managing Multiple Tasks
- Prioritization
- Collaborative team player
Accomplishments
- InSynch Award Honoree 2025
- Team Feedback Champion
- Member of the Resolutions Emotional Escalation Team, which provides support to our team members when seeking guidance on escalations or speaking with escalated customers to communicate a decision
- Member of the Emergency Resolution Team, which partners with our sales executives to provide resolutions for our agency partners
- Assisted with mentoring the 2024 resolutions new hire team
- Partnered with the resolutions training team by reviewing training material for future new hire classes
- Participated in a 4 month rotation with the Customer Advocacy group, partnering with various other teams and responding to customer complaints via oral or written communication
Timeline
Resolution Support Specialist
Travelers Insurance
03.2023 - Current
Customer Service Representative
Travelers Insurance
09.2019 - 03.2023
Customer Service Representative
Sitel Corporation
03.2019 - 08.2019
Napper Machine Operator
Volunteer Knitwear Corporation
04.2018 - 02.2019
High School - undefined
Oak Ridge High School
Nursing - Some college (No degree) -
Roane State Community College Oak Ridge Campus
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