Christina Ames

-Strong verbal and written communication skills.

Excellent customer service skills.

-Identifies customer's needs and responds accordingly.

Effectively controls all phone calls and aims for a one-call resolution.

-Effectively communicate the status of claims (DBL and PFL).

-Works with callers to complete and bind policies.

-Investigate the caller's issues and propose solutions to them.

-Follows through on action items needed to rectify customer concerns and/ or questions.

-Process emails and document calls in the solution center.

-Proficiency in Microsoft Office Applications.
-Process document emails and document calls in the solution center.

-Refer calls to Lead/Supervisor if necessary to ensure appropriate handling of complex customer inquiries and issues. This ensures that every customer receives the best possible service and that any concerns requiring higher-level intervention are efficiently addressed.
-Five years of experience working with DBL and PFL claims and policies.

-Handled inbound and outbound calls for a 24-hour call center operation, both from the office and home.
- Skilled in training new customer service representatives.
- Performed data entry tasks related to entering customer information accurately.
- Ensured that service calls regarding repairs, maintenance, recalls, cancellations, and estimated times of arrival (ETAs) were addressed promptly.
- Adhered to quality standards and performance goals established by management.
- Provided assistance to clients.
- Scheduled customer appointments.
- Facilitated corporate communications.

• Wide ranging experience in the customer service industry
• Highly skilled in importing product knowledge to customers over the phone
• Highly skilled with training new customer service reps

-Responsible Mail Handler Assistant with over 2 years experience sorting packages and managing incoming and outgoing shipments

-Supervised warehouse operations for 20-30 employees

-Identified and coordinated daily activities of 20-30 employees in my department

-Ensured performance plans were set, maintained and continuously improved; generated creative solutions to identify improvements

-Detail-oriented organized and highly productive professional with a collaborative and hard-working mentality

• Answered and quickly redirected calls
• Opened and properly distributed incoming mail
• Helped distribute employees mail around the office
• Answered and managed incoming and outgoing calls while recording accurate messages

• Effectively managed a high volume of inbound and outbound customer calls
• Addressed and resolved customer product complaint empathetically and professionally
• Gathered and verified all required customer information for tracking purposes
• Managed high call volume with tact and professionalism