Casey Burt
Grantsville,UT
Summary
Personable and dedicated Customer Service Representative with extensive experience in Customer Relations 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.
Overview
12
12
years of professional experience
Work History
Customer Service Advocate Telecommuter
UnitedHealth Group
Grantsville, UT
10.2022 - Current
- Adhered to all company guidelines when interacting with customers.
- Provided training support for new employees on proper techniques for dealing with challenging customers.
- Managed incoming calls from customers in a professional manner.
- Greeted and assisted customers with inquiries regarding products and services.
- Suggested solutions for improvement of product offerings based on customer feedback.
- Maintained records of customer interactions and transactions.
- Worked closely with other departments to ensure quality customer service delivery.
- Provided accurate, valid, and complete information to customers in a timely manner.
- Attended weekly meetings on changes in processes that affect the organization's ability to provide excellent service.
- Tracked performance metrics and identified areas needing improvement in order to meet established targets.
- Performed follow-up procedures after customer service interaction was completed.
- Assisted management with the development of new strategies for improved customer satisfaction.
- Developed relationships with customers through friendly conversations.
- Followed up on customer inquiries not immediately resolved.
- Utilized problem solving skills to resolve customer issues quickly and efficiently.
- Encouraged customers to become self-sufficient with web-based and mobile support tools.
- Consulted with customers to resolve service and billing issues.
- Stayed on top of changing internal policies, company offerings and promotions to effectively serve every customer.
- Exceeded company productivity standards on consistent basis.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
- Upheld privacy and security requirements for customer information.
- Consulted with customers regarding needs and addressed concerns.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Expressed appreciation for patronage, inviting, and encouraging customer return visits.
- Completed continuing education and training programs for professional development.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
CE Frontline Expert Telecommuter
StubHub
Draper, UT
01.2022 - 10.2022
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Handled client inquiries with exceptional professionalism and enthusiasm.
- Provided customer service and issue resolution to increase QA satisfaction levels.
- Engaged customers with proactive strategies to understand needs and develop successful solutions.
- Educated clients on how to conduct transactions with convenient online solutions.
- Improved service quality and increased sales by developing strong knowledge of company's products and services.
- Recommended, selected and helped locate merchandise based on customer needs and desires.
- Investigated technical issues using knowledge base and personal experience to complete timely resolutions.
- Escalated customer satisfaction ratings by offering valuable insights to customers' needs and expectations.
- Determined accurate prices for tickets customer services, consistently searching for deals and best prices for customers.
Escalations Specialist Telecommuter
Overstock
Midvale, UT
10.2012 - 10.2022
- Collaborated with leadership to devise strategies to improve processes and risk controls as well as implement new systems and best practice guidelines.
- Maintained and revised policy procedures for general operation of compliance program.
- Developed organizational methods and policies, implementing training initiatives to deliver ongoing awareness of and compliance with established procedures.
- Adhered to deadlines in optimizing regulatory and operational performance.
- Logged unsellable products requiring donation or destruction due to damage or other issues.
- Drove customer escalations to resolution by engaging directly with clients.
- Assisted customers with price checks, lifting heavy items and addressing other inquiries.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Answered questions and informed customers of current sales and promotions.
- Handled client inquiries with exceptional professionalism and enthusiasm.
- Informed customers about product lines and services offered by company.
- Engaged customers with proactive strategies to understand needs and develop successful solutions.
- Educated clients on how to conduct transactions with convenient online solutions.
- Improved service quality and increased sales by developing strong knowledge of company's products and services.
- Fostered relationships with product support staff, technical personnel, sales leaders, finance team and executives to transform and strengthen business processes.
- Recommended, selected and helped locate merchandise based on customer needs and desires.
- Maintained up-to-date knowledge of store policies regarding payments, returns and exchanges in order to provide speedy and accurate service to each customer.
- Investigated technical issues using knowledge base and personal experience to complete timely resolutions.
- Consulted with customers on modern styles and trends.
- Capitalized on opportunities to enhance customer experiences and bring in repeat business.
- Escalated customer satisfaction ratings by offering valuable insights to customers' needs and expectations.
- Maintained high-volume workload within fast-paced environment and consistently met performance benchmarks.
- Mentored junior team members and managed employee relationships.
- Provided excellent services for customers by following up on issues, shipping issues, missing parts, returns or any complaints by following up on customers issues on a daily basis.
- Evaluated benefits for each caller to determine service needs and address concerns.
- Led customer service staff in implementing strategies to propel Customer Satisfaction Index levels and achieve manufacturer service objectives.
- Provided advice and front-line expertise to internal committees in order to improve team, service and procedural standards.
- Interacted with customers and retail buyers to follow-up on shipping statuses and expedited orders.
- Collected, monitored and evaluated customer requirements to achieve desired delivery time and order fill rates.
- Collected customer feedback, passing information to 3pb, carrier teams, Operations Managers for review.
- Provided detailed monthly departmental reports and updates to senior management.
- Cross-trained on Solutions, Escalations, Wolf(Lead assitant) and supervisor roles in order to provide skilled back-up for customer-facing teams.
- Established membership loyalty, executing flawless customer retail account management.
- Worked with external representatives to address customer needs.
- Diminished financial discrepancies and managed monetary transactions, including deposits and credit card transactions.
- Strengthened operational efficiencies by developing organizational filing systems for confidential customer records and reports.
- Improved productivity by providing CSR performance feedback for corrective action.
- Developed, implemented and monitored programs to maximize customer satisfaction and manage on-site customer service representatives.
- Liaised between customers and retail buyers to expedite orders and meet customer demands.
- Routinely prepared and evaluated CRM reports to identify problems and areas for improvement.
- Completed in-depth research for numerous technical issues and helped establish procedures to prevent repetitive problems.
Education
High School Diploma -
Tooele High School
Tooele, UT05.2007
Skills
- Needs Assessment
- Understanding Customer Needs
- Responding to Difficult Customers
- POS Systems and Ordering Platforms
- Courteous with Strong Service Mindset
- Customer Service
- Customer Account Management
- Transaction Processing
- Creative Problem Solving
- Upbeat and Positive Personality
- Building Customer Trust and Loyalty
- Call Documentation
- De-escalation Techniques
- Efficient and Detail-Oriented
- Remote Office Availability
Timeline
Customer Service Advocate Telecommuter
UnitedHealth Group
10.2022 - Current
CE Frontline Expert Telecommuter
StubHub
01.2022 - 10.2022
Escalations Specialist Telecommuter
Overstock
10.2012 - 10.2022
High School Diploma -
Tooele High School
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