Cheryl Sherwood
Norfolk,VA
Summary
Dynamic Customer Service Representative with proven expertise at GEICO, recognized for enhancing customer satisfaction through exceptional problem resolution and active listening. Skilled in data entry and relationship building, consistently exceeding performance metrics and fostering loyalty through effective communication and tailored solutions. Committed to delivering high-quality service and continuous improvement.
Overview
21
21
years of professional experience
Work History
Customer Service Representative
GEICO
Virginia Beach, VA
10.2004 - 02.2026
- Provided exceptional customer support through effective communication and problem-solving techniques.
- Assisted customers in understanding policy options, ensuring clarity and satisfaction.
- Managed claim inquiries using company software, maintaining accurate records for reference.
- Collaborated with team members to streamline processes and improve response times.
- Educated clients on coverage benefits, fostering informed decision-making regarding insurance needs.
- Resolved customer complaints efficiently, enhancing overall service experience.
- Analyzed feedback to identify trends, contributing to ongoing process improvement initiatives.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Participated in training programs to enhance product knowledge and customer service skills.
- Improved resolution time with effective problem-solving for customer complaints.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Educated customers about billing, payment processing and support policies and procedures.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Education
High School Diploma - Business
Norview High
Norfolk, VA06.1974
Skills
Customer service
Active listening
Critical thinking
Data entry
Customer relations
Problem resolution
Relationship building
Call center experience
Conflict resolution
Computer proficiency
Payment processing
Complaint resolution
Client relations
Customer satisfaction measurement
Professional telephone demeanor
Call center operations
Follow-up skills
Product knowledge
Building rapport
Quality control
Customer education
Product and service solutions
Assertiveness
Reading comprehension
Service standard compliance
Timeline
Customer Service Representative
GEICO
10.2004 - 02.2026
High School Diploma - Business
Norview High