Summary
Overview
Work History
Education
Skills
Timeline
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Christine Carlson

Sioux Falls,SD

Summary

Experienced Customer service representative brings 10+ years of applying exceptional customer service, conflict mediation and communication skills to address diverse needs. Smoothly mitigate customer conflicts through calm, level-headed strategies. Responsive and resilient team player with adaptable and resourceful mindset.

Overview

6
6
years of professional experience

Work History

Senior Customer Care Specialist

Assurant
02.2022 - Current
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Assisted call-in customers with questions.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Logged call information and solutions provided into internal database.
  • Educated clients on account services and resolved client inquiries regarding home owners insurance.
  • Maintained superior quality by reducing downtime to maximize customer support and meet revenue goals.
  • Achieved long-term business objectives by analyzing customer feedback for process improvements.
  • Managed over 50 calls per day.
  • Logged call information and solutions provided into internal database
  • Responded to customer needs through competent customer service and prompt problem-solving
  • Maintained and managed customer files and databases
  • Navigated multiple computer systems and applications to find information
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs
  • Met customer call guidelines for service levels, handle time and productivity
  • Enhanced productivity levels by anticipating needs and delivering outstanding support

Phone Banker I

Great Western Bank
Sioux Falls, SD
09.2019 - 01.2022
  • Helped customers complete online banking services and assisted with user access problems such as forgotten passwords.
  • Completed transactions for customers and capitalized on opportunities to cross-sell products and services.
  • Maintained friendly and professional customer interactions.
  • Handled various accounting transactions.
  • Wrote and distributed customer correspondence.
  • Executed wire transfers, stop payments and account transfers.
  • Established rapport with new clients to increase satisfaction and loyalty.
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
  • Maintained energy and enthusiasm in fast-paced environment.
  • Proved successful working within tight deadlines and fast-paced atmosphere.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Offered friendly and efficient service to customers, handled challenging situations with ease.
  • Managed over 50 calls per day.

Phone Banker II

Wells Fargo
12.2018 - 08.2019
  • Helped customers complete online banking services and assisted with user access problems such as forgotten passwords.
  • Completed transactions for customers and capitalized on opportunities to cross-sell products and services.
  • Maintained friendly and professional customer interactions.
  • Handled various accounting transactions.
  • Executed wire transfers, stop payments and account transfers.
  • Established rapport with new clients to increase satisfaction and loyalty.
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Offered friendly and efficient service to customers, handled challenging situations with ease.
  • Helped customers complete online banking services and assisted with user access problems such as forgotten passwords
  • Improved customer satisfaction by going above-and-beyond to answer questions and offer expert support
  • Alleviated call loads by educating customers about how to effectively navigate site tools and pages for future banking needs
  • Handled over 50 incoming telephone calls, emails and chat requests

Dispatch Coordinator

Century Link
02.2015 - 09.2017
  • 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.
  • Organized paperwork and explained individual job parameters for each assignment.
  • Coordinated schedules for optimal coverage of daily workload and adjusted quickly to changing demands.
  • Facilitated communications between customers and field personnel to answer questions or resolve concerns.
  • Served as mediator when appropriate to settle conflicts and discrepancies between field personnel and management.
  • Managed 120 dispatchers .
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.

Education

Leadership Training

University of Iowa
Iowa City, IA
2017

High School Diploma -

Otto-Eldred High School
Duke Center, PA
06.1985

Skills

  • Upbeat and Positive Personality
  • Responding to Difficult Customers
  • Calm and Professional Under Pressure
  • Excellent Verbal Communication Skills
  • Call Control
  • High-Volume Environments
  • Training Junior Team Members
  • Computer Proficiency

Timeline

Senior Customer Care Specialist

Assurant
02.2022 - Current

Phone Banker I

Great Western Bank
09.2019 - 01.2022

Phone Banker II

Wells Fargo
12.2018 - 08.2019

Dispatch Coordinator

Century Link
02.2015 - 09.2017

Leadership Training

University of Iowa

High School Diploma -

Otto-Eldred High School

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Christine Carlson