Cory Armstrong
Lake City,Florida
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the Customer Service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
16
16
years of professional experience
Work History
Customer Service Representative
UnitedHealth Care Medicare & Retirement, UnitedHealth Group
Remote
09.2024 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- 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.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Customer Service Team Leader
Navient Solutions
Lake City, FL
10.2023 - 09.2024
- Developed understanding of transportation management platforms to drive content integration with client systems and platforms.
- Monitored driver locations in field and solved discrepancies to keep team on-track.
- Controlled costs with optimized route plan to maximize daily appointments and minimize time or field waste.
- Coordinated regular inspections of vehicles and scheduled preventive maintenance.
- Resolved escalated customer service inquiries and complaints to maintain satisfaction.
- Coached and mentored service representatives to deliver polite, professional customer interactions.
- Built positive rapport and relationships for high levels of customer satisfaction.
- Monitored customer service calls to verify representatives' adherence to service standards and best practices.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Trained and supervised team of customer service representatives in providing quality service to customers.
Operations Technician
Bridges Of America
Gainesville, FL
05.2021 - 09.2023
- Improved team output by improving processes to eliminate operational bottlenecks.
- Maintained automated processing between systems, identified missing data and manually processed incomplete transactions.
- Documented correspondence with associated details and assigned follow-up work to staff members.
- Read, calculated and estimated different rates and documented information in operational logs.
- Reviewed processing errors and helped track down root causes.
Customer Service Agent
AT&T
Lake City, FL
04.2009 - 04.2021
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- 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.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Education
Certification - Corrections
Florida Gateway College
Lake City, FL08.2013
High School Diploma -
Miami Northwestern Senior High School
Miami, FL06.2009
Skills
- Employee Scheduling
- Verbal and Written Communication
- Legal Standards
- Compliance Adherence
- Staff Training
- Clerical Support
- Google Spreadsheets
- Call Center Software
- Data Analysis and Modeling
- High-Volume Environments
- Communicating with Clients
- Teamwork and Collaboration
- Critical Thinking
- Dependable and Responsible
- Attention to Detail
- MS Office
- Self-Motivated
- Written Communication
- Analytical and Critical Thinking
- Good Telephone Etiquette
- Active Listening
- Data Entry
- Organization and Time Management
Timeline
Customer Service Representative
UnitedHealth Care Medicare & Retirement, UnitedHealth Group
09.2024 - Current
Customer Service Team Leader
Navient Solutions
10.2023 - 09.2024
Operations Technician
Bridges Of America
05.2021 - 09.2023
Customer Service Agent
AT&T
04.2009 - 04.2021
Certification - Corrections
Florida Gateway College
High School Diploma -
Miami Northwestern Senior High School