Courtney Smith
Jacksonville,FL
Summary
Dedicated Call Center Customer Service Representative committed to delivering courteous, prompt, and precise support. Expertise in managing outbound and inbound calls, particularly in handling sensitive retirement policies related to death claims. Proficient in resolving complex customer inquiries while ensuring a positive experience through attentive service and thorough follow-up. A proactive approach to problem-solving enhances customer satisfaction and fosters lasting relationships.
Overview
13
13
years of professional experience
Work History
Senior Customer Service Representative
Prudential Beneficiary Services Retirement
10.2017 - Current
- Greets caller once they are on the line and offer condolences once I am notified, they are reporting a passing
- Process death claims for Plans and Pension Plans for approximately 150-300 calls a day
- Explain next steps about paperwork and if reclaims will occur
- Help beneficiaries with follow up calls on filling out paperwork and addition questions
- Review notes on accounts by giving accurate information to give to beneficiaries regarding updates about their benefit
- Provide leadership role by being a Case manager on BST line assisting with escalated callers
- Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
- Deescalate callers by stepping in to resolve the issue to get it resolved
- Strong relationship with team members by helping them with any questions they may have about accounts and procedures
- Mentor new hires by explaining the steps to processes death reports and follow up calls for 401k plans and pensions
- Gladly work overtime when offered when the team needs more help
- Provided excellent customer service to a diverse range of clients, building strong relationships and ensuring high levels of satisfaction.
- Handled escalated situations calmly while maintaining positive relationships with customers throughout the process.
Senior Customer service agent -Ramp agent
GAT United Airlines
04.2015 - 10.2017
- Greet customers as they aboard plane by providing friendly service and keeping positive relationships with all Internal and external customers to ensure the success
- Process customer tickets in a fast pace, help customers with rebooking and delayed flights, troubleshoot booking issues by reaching out the help desk for assistance, Assist approximately 600 customers daily
- Track flight departure and landing in logbook for record keeping purposes
- Help with supplying a leadership role to support business objectives
- Operates and drives motorized equipment such as belt loaders, air start units, lift trucks, tugs, bag carts, lavatory carts and de-icing units
- Works in the vicinity of and between the airport passenger terminals, hangars, and airfreight facilities
- Provided guidance and direction when needed while managing difficult conversations with customers.
- Company Overview: ground support
- Resolved customer service issues using company processes and policies and provided updates to customers.
Cashier, Server, Order taker and food line
Pollo Tropical
01.2013 - 06.2015
- Greets guests and take their orders properly, 90 customers per day
- Answer guest questions, and use suggestive selling to round out meals
- Maintain a pleasant personality and appearance
- Ensure fast delivery of food to customers as a server; keep clean tables, and dining area
- Knowledgeable of the electronic register to ensure accuracy of money transaction and speed
- Knowledgeable of menu and portion sizes to assist guest needs
- Cross-train in other positions within current department
- Worked flexible schedule and extra shifts to meet business needs.
Education
Diploma -
First Coast High School
Jacksonville, FL01.2012
Skills
- Proudly have 7 years of customer service experience
- Proficient PC and keyboarding skills with ability to multi-task and adaptive learner
- Skillful in working in a fast-moving environment with accuracy
- Enjoy collaborating with people of diverse backgrounds, cultures, and professional levels
- Possess effective communication skills, self-motivated
- Experience with word and excel and very detailed oriented
- Able to identify and resolve problems, remain organized and work well with little or no supervision
- Understand the importance of supplying excellent service, to maintain customer satisfaction, create trust and generate return business
- De-escalation techniques
- Call control
- Customer support
- Call center experience
- Escalation management
- Representative training
- Documentation review
- Database research
Complaint handling
Issue resolution
Inbound and outbound calls
Product knowledge
Microsoft outlook
Account updating
Multitasking
Timeline
Senior Customer Service Representative
Prudential Beneficiary Services Retirement
10.2017 - Current
Senior Customer service agent -Ramp agent
GAT United Airlines
04.2015 - 10.2017
Cashier, Server, Order taker and food line
Pollo Tropical
01.2013 - 06.2015
Diploma -
First Coast High School
Accomplishments
- Recognized for supplying quick accurate customer service.
- Acknowledged for connecting with the callers and understanding their needs.
- Recognized as a dependable go-to person to troubleshoot issues and answer questions.