Carolyn Fondren
Quincy,FL
Summary
Personable and dedicated Customer Service Representative with extensive experience in [Type] industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Diplomatic customer service professional experienced in defining and analyzing customer requests to resolve issues. Accurate in documenting customer concerns and dedicated to maintaining deep knowledge of products and promotions. Confident communicator recognized for consistently receiving excellent customer feedback.
Overview
23
23
years of professional experience
Work History
Customer Service Subject Matter Expert
Assurant Specialty Property
Atlanta, GA
07.2023 - Current
- Oversaw quality control to identify inconsistencies and malfunctions.
- Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
- Provided subject matter expertise and guidance to cross-functional teams in the development of new products.
- Maintained positive working relationship with fellow staff and management.
Customer Service Specialist
Assurant Specialty Property
Atlanta, GA
03.2001 - Current
- Answered inbound calls, chats and emails to facilitate customer service.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Encouraged open communication among participants by facilitating conversations around relevant topics related to course material.
- Recommended changes or improvements in existing training processes as needed.
- Conducted training classes for employees on features and operation of products, client tools and processes.
- Conducted onboarding sessions to orientate new staff members about company policies and procedures.
- Provided feedback on employee performance based on observed results during training sessions.
- Developed and coordinated trainings to help individuals learn company policies and procedures and job tasks.
- Trained newly hired top talent to fill key positions and maximize productivity.
Education
High School Diploma -
Redirection High School
Brooklyn06-1984
Skills
- Inbound and Outbound Calling
- Paperwork Processing
- Data Entry
- Customer Relations
- Call Center Operations
- Problem-Solving Abilities
- Customer Service
- 10-Key
- Typing Proficiency
- Microsoft Excel
- Staff Training
- Research
Timeline
Customer Service Subject Matter Expert
Assurant Specialty Property
07.2023 - Current
Customer Service Specialist
Assurant Specialty Property
03.2001 - Current
High School Diploma -
Redirection High School
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