Chertessa Wardlow
Lithonia
Summary
Personable and dedicated Customer Service Representative with extensive experience in call center and insurance 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
5
5
years of professional experience
Work History
Customer Retention Specialist
State Farm Insurance Inc
09.2020 - Current
- Develop new strategies for customer retention activities.
- Adhere to appropriate legal scripting when required.
- Develop product demonstrations and presentations for customers.
- Deliver exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigate and resolve customer inquiries and complaints quickly.
- Respond to customer requests, offering excellent support and tailored recommendations to address needs.
- Deliver prompt service to prioritize customer needs.
Delivery Courier
Amazon Flex
01.2020 - Current
- Follow company policies and procedures during shift.
- Develop strong interpersonal and communication skills from interacting professionally with dispatchers, upper management, and peers.
- Drive safely at all times to avoid accidents and harm.
- Establish lasting relationships with customers by delivering packages on time, interacting professionally, and responding promptly to questions.
- Develop strong sense of most efficient routes to avoid traffic and construction on local roads and highways.
- Verify package information to check for accuracy and completeness.
- Utilize GPS navigation systems to navigate faster routes.
Senior Customer Service Representative
Delta Dental Insurance
11.2018 - 01.2020
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Responded to customer calls and emails to answer questions about products and services.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Escalated issues to proper supervisors when standard processes were not effective.
- Informed customers of product, price and policy changes to educate on issues and resolve concerns.
- Researched and rapidly resolved client conflicts to maintain key accounts.
Education
Bachelor of Science - Criminal Justice
Strayer University
Washington, DC09.2023
Skills
- Trained in Salesforce
- Oracle EnterpriseOne
- Complex Product Knowledge
- Sales and Upselling
- Calm and Professional Under Pressure
- Confidentiality Requirements
- Investigate Claims
- Policy and Procedure Adherence
- Operational Efficiency
- Customer Service
- Client Needs Assessment
- Call Control
Timeline
Customer Retention Specialist
State Farm Insurance Inc
09.2020 - Current
Delivery Courier
Amazon Flex
01.2020 - Current
Senior Customer Service Representative
Delta Dental Insurance
11.2018 - 01.2020
Bachelor of Science - Criminal Justice
Strayer University
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