Summary
Overview
Work History
Education
Skills
Timeline
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Cherish Lightner

Columbia ,SC

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Overview

7
7
years of professional experience

Work History

Support Services Representative

Enterprise Mobility
02.2023 - 02.2024
  • Enhanced customer satisfaction by efficiently addressing and resolving support issues
  • Reduced average call handling time with effective problem-solving techniques
  • Handled customer inquiries and suggestions courteously and professionally.
  • Maintained accurate records of customer interactions, ensuring proper documentation for future references
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Utilized CRM systems effectively to track customer interactions and ensure all pertinent information was readily available during support calls or chats

Claims Specialist

AAMC Services
01.2022 - 09.2023
  • Streamlined the claims process for clients with initiative-taking case management, regular updates, and prompt resolution
  • Maintained accurate records by diligently updating claim files and ensuring all required documentation was submitted in a timely manner
  • Provided exceptional customer service during stressful situations by offering empathy and support while resolving issues efficiently
  • Responded to inquiries by answering questions, providing information and directing customers to appropriate resources.
  • Settled complex claims fairly by applying critical thinking, negotiation skills, and detailed knowledge of insurance policies.
  • Demonstrated adaptability by successfully managing a diverse range of claim types, including property damage, bodily injury, liability disputes, and more.

Bank Fraud Specialist

Pacific Premier Bank
12.2020 - 06.2022
  • Reviewed customer accounts for suspicious activity, monitored payment systems, and conducted research to identify fraud perpetrators
  • Responded to inquiries by answering questions, providing information and directing customers to appropriate resources.
  • Conducted full claim investigations and reported updates and dispute inquires.
  • Addressed customer inquiries, requests and complaints with courtesy and professionalism.
  • Assisted customers with navigating bank systems, completing transactions and opening or closing accounts.
  • Investigated disputes and handled suspected fraud with diligence and attention to detail.

Customer Support Agent

TransUnion
01.2017 - 12.2020
  • Maintained customer accounts and recorded account information
  • Maintained clear communication with customers during troubleshooting procedures, ensuring understanding and swift resolution of problems
  • Enhanced customer satisfaction by promptly addressing and resolving support inquiries.
  • Assisted customers through multiple channels including phone, email, live chat, for increased accessibility and convenience.
  • Conducted thorough investigations into customer issues, providing detailed resolutions tailored to each unique situation.
  • Met or exceeded performance metrics consistently by handling a high volume of calls without sacrificing quality service delivery.

Education

Associate of Applied Science - Paralegal

Bryant Stratton College
Buffalo, NY
01.2020

Skills

  • Customer Satisfaction
  • Remote Support
  • Active Learning
  • Microsoft Office
  • Call center experience
  • Hardware troubleshooting
  • Fraud
  • Dispute Resolution
  • CRM Software
  • Collaboration and Teamwork
  • Maintaining Client Records
  • Problem-solving abilities

Timeline

Support Services Representative

Enterprise Mobility
02.2023 - 02.2024

Claims Specialist

AAMC Services
01.2022 - 09.2023

Bank Fraud Specialist

Pacific Premier Bank
12.2020 - 06.2022

Customer Support Agent

TransUnion
01.2017 - 12.2020

Associate of Applied Science - Paralegal

Bryant Stratton College

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Cherish Lightner