Callie Foster
Indianapolis ,IN
Summary
Adept at conflict resolution and customer relationship management, I enhanced customer satisfaction and loyalty at Infosys by efficiently resolving disputes and implementing CRM improvements. My expertise in Microsoft Office Suite and active listening propelled team productivity and service excellence, achieving significant customer retention rates.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
Vdart
08.2023 - 12.2025
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
Customer Service Representative
MHS
02.2020 - 06.2023
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Increased efficiency and team productivity by promoting operational best practices.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Investigated and resolved accounting, service and delivery concerns.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Customer Service Representative
Infosys
02.2018 - 10.2020
- Managed high call volume while maintaining professionalism, empathy, and attention to detail in each interaction.
- Processed policy updates and changes accurately, ensuring client needs were met in a timely manner.
- Answered incoming phone calls to articulate product value to prospective customers and support current policyholders.
- Responded to customer requests for products, services, and company information.
- Handled sensitive customer information with discretion, adhering to strict data privacy regulations at all times.
- Increased cross-selling opportunities by proactively identifying potential new business leads during client interactions.
- Set up customer payment plans to cover annual policies and renewals.
- Conducted comprehensive policy reviews for clients, identifying gaps in coverage and recommending appropriate solutions.
- Educated customers on available discounts, promoting loyalty and policy retention through tailored recommendations.
- Fostered strong relationships with clients, providing personalized service and assistance on various insurance products.
- Reviewed and adjusted customer coverage levels to address, identify, and resolve customer conflicts.
- Provided exceptional support during annual open enrollment periods, guiding customers through plan selection processes effectively.
- Streamlined office procedures by organizing files and implementing an efficient document management system.
- Utilized company software to track customer interactions efficiently, ensuring proper documentation of all transactions.
- Liaised with insurance carriers to resolve billing errors and discrepancies.
- Consistently met or exceeded performance goals related to both sales targets and customer service metrics.
- Improved efficiency with implementation of new CRM software, leading to faster query resolution.
- Implemented personalized follow-up system for unresolved issues, significantly increasing customer satisfaction rates.
- Enhanced customer experience by accurately addressing and resolving diverse range of insurance queries.
- Assisted colleagues in resolving complex cases by sharing knowledge of policies and best practices when needed.
- Maintained up-to-date knowledge of insurance products to provide accurate information to customers.
- Managed high-volume call queues, ensuring minimal wait times for customer inquiries.
- Assisted in development of training materials for new hires, enhancing team knowledge and performance.
- Played key role in successful migration of customer data to new database, ensuring no customer information was lost.
- Acted promptly to customer complaints, significantly reducing escalation rates.
- Negotiated solutions between policyholders and company, finding common ground for disputes.
- Processed insurance claims to ensure timely support for customers in need.
- Simplified insurance application process for customers, leading to more user-friendly experience.
- Increased customer retention by offering tailored insurance solutions based on individual needs.
- Coordinated with other departments to streamline customer service procedures, enhancing overall service delivery.
- Enhanced team morale and efficiency by organizing regular training sessions on communication and customer service best practices.
- Contributed to team meetings with insightful feedback, aiming for continuous improvement in customer service.
- Modified, updated and processed existing policies.
- Processed and recorded new policies and claims.
- Reduced processing time for claims, aiding in quicker customer resolutions.
- Conducted detailed policy reviews to advise customers on optimal coverage options.
Education
High School Diploma -
Mt Vernon High School
Fortville, IN06-2015
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Payment processing
- Client relations
- Customer satisfaction measurement
- Microsoft Excel
- Scheduling
- Microsoft outlook
- Call center operations
- Follow-up skills
- Call management
- Product knowledge
- Paperwork processing
- Appointment scheduling
- Order processing
- Team development
- Documentation
- Administrative support
- Microsoft PowerPoint
- Microsoft Office Suite
- Data collection
- De-escalation techniques
- Prioritization
- Customer relationship management (CRM)
- Quality control
- Dispute resolution
- Customer education
Timeline
Customer Service Representative
Vdart
08.2023 - 12.2025
Customer Service Representative
MHS
02.2020 - 06.2023
Customer Service Representative
Infosys
02.2018 - 10.2020
High School Diploma -
Mt Vernon High School
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