Carolyn Schneeman
Machesney Park,IL
Summary
Proactive Customer Service Rep with expertise in delivering support services and resolving customer complaints. Trained in Milliman and Referral techniques. Demonstrated competencies in operating multi-line phone systems, taking orders and updating documentation.
Overview
29
29
years of professional experience
Work History
VBC Services
Arcadia Solutions LLC
Rockford, IL
01.2014 - Current
- Provide knowledgeable service and support for all custom
- Coach new employees on administrative procedures, company policies and performance standards.
- Identified and recommended changes to existing processes to improve accuracy, efficiency and responsiveness of customer service department.
- Introduced clients to available online resources and services to increase convenience.
- Delivered superior client services, fostering strong rapport, retention and satisfaction.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Entered customer interaction details in Customer Service Module to track requests, document problems and record solutions offered.
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.
- Answer average of 50 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
- Investigate and resolve customer inquiries and complaints quickly.
- Trained new personnel regarding company operations, policies and services.
- Educated customers about billing, payment processing and support policies and procedures.
- Assisted customers by listening closely, finding solutions to problems and making recommendations based on extensive product knowledge.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Met all customer call guidelines including service levels, handle time and productivity.
CSR3
Bluecross Blueshield Of IL
Rockford, IL
08.1997 - 08.2009
- Maintained customer happiness with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Increased efficiency and team productivity by promoting adherence to operational best practices and company policies.
- Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.
- Answered average of 50 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
- Trained staff on operating procedures and company services.
- Cross-trained and backed up other customer service representatives.
Education
High School Diploma - undefined
Jefferson High School
Rockford, IL1987
Certification - Travel Agent
Travel Agents International
Rockford, IL1988
General Studies
Rockford Career College
Rockford, ILSkills
- Data entry
- Quick learner
- Training development aptitude
- Creative problem solving
- Professional telephone demeanor
- Computer proficient
- Complaint resolution
- Good listening skills
Timeline
VBC Services
Arcadia Solutions LLC
01.2014 - Current
CSR3
Bluecross Blueshield Of IL
08.1997 - 08.2009
General Studies
Rockford Career College
Certification - Travel Agent
Travel Agents International
High School Diploma - undefined
Jefferson High School