Chasity Louis
Miramar,FL
Summary
A detail-oriented and results-driven professional with 7 years of customer service experience and a proven ability to boost customer satisfaction and loyalty. Skilled at resolving complex issues and Adept at building strong client relationships , i have a talent for transforming challenging customer interactions into positive outcomes. I am dedicated to providing exceptional support by identifying root causes of problems and implementing lasting solutions that enhance the customer experience and contribute directly to the company's bottom line.
Overview
7
7
years of professional experience
Work History
OCC Representative
The Home Depot
10.2022 - 07.2025
- Improved client retention by 25% through the implementation of tailored engagement strategies.
- Managed high-volume inbound customer calls with exceptional professionalism and efficiency.
- Processed and accurately tracked customer orders, ensuring timely and precise delivery.
- Collaborated cross-functionally with various departments to ensure a seamless and positive customer journey.
Claims Representative
Generali Global Assistance
05.2021 - 09.2022
- Processed an average of 60+ travel insurance claims per day with a 98% accuracy rate, significantly reducing rework and ensuring timely payouts.
- Verified legal documentation, meticulously assessed eligibility, and ensured fair and equitable outcomes for all claims.
- Maintained a claims resolution rate 15% higher than the team average, directly contributing to overall department productivity and consistently meeting SLA targets.
- Delivered responsive and empathetic service to clients, especially during stressful and sensitive situations.
Customer Service Representative
Chewy
12.2021 - 05.2022
- Consistently delivered empathetic, pet-centered service, contributing to a 4.9/5 average customer satisfaction rating and reinforcing brand loyalty.
- Utilized Salesforce CRM to efficiently manage customer accounts, resolve complex delivery issues, and recommend relevant products.
- Provided personalized support, including surprise-and-delight gestures, enhancing brand loyalty and emotional connection with customers.Helped reduce return-related costs by 20% through accurate product recommendations and proactive customer education.
Remote Customer Service Agent (Tech Support)
Teleperformance (SimpliSafe)
11.2019 - 07.2021
- Resolved 90% of technical issues on first contact, significantly reducing repeat call volume and enhancing the overall customer experience.
- Maintained an average handle time (AHT) of 7 minutes while delivering thorough troubleshooting support, balancing efficiency with accuracy.
- Achieved a customer satisfaction score of 95%+ by using clear, step-by-step communication to solve complex device and system issues.Identified a recurring software bug and successfully escalated it through proper tech channels, resulting in a system patch that reduced ticket volume by 15%.
Case Manager
Rapid Recovery Agency
02.2018 - 12.2019
- Utilized advanced skip-tracing tools, surveillance coordination, and database cross-referencing to locate high-risk accounts, contributing to a 20% increase in successful recoveries.
- Managed 60–80 active repossession cases weekly, maintaining accurate, timely documentation and updates to ensure field agents had actionable intelligence.
- Investigated hard-to-locate assets using nontraditional methods and public databases, successfully resolving 15+ cold cases previously marked unrecoverable.
- Developed and shared best practices for case prioritization and skip-tracing with the team, improving department productivity.
Education
High School Diploma -
Everglades High School
Pembroke Pines, FL01.2018
Skills
- Licensed Insurance Agent
- Technical Support
- Claims Processing
- CRM
- Sales Force
- Quality Assurance
- Crisis Intervention
- First Call Resolution
- Customer Service
Languages
English
Spanish
French
Timeline
OCC Representative
The Home Depot
10.2022 - 07.2025
Customer Service Representative
Chewy
12.2021 - 05.2022
Claims Representative
Generali Global Assistance
05.2021 - 09.2022
Remote Customer Service Agent (Tech Support)
Teleperformance (SimpliSafe)
11.2019 - 07.2021
Case Manager
Rapid Recovery Agency
02.2018 - 12.2019
High School Diploma -
Everglades High School