DANIELLE SHERMAN
Akron,OH
Summary
As a customer service professional, I bring valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.
Overview
25
25
years of professional experience
Work History
Customer Service Representative
American Family Insurance
07.2016 - Current
- Resolved customer inquiries and concerns through effective communication and problem-solving techniques.
- Provided accurate policy information to clients, ensuring understanding of coverage options and claims processes.
- Assisted in training new staff on customer service protocols and software systems for improved efficiency.
- Collaborated with cross-functional teams to enhance customer satisfaction through process improvements.
- Mentored junior representatives, fostering a culture of continuous learning and professional development within the team.
- 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.
Education
Associate of Applied Science - Criminal Justice
Herzing University
Akron, OH03-2016
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Payment processing
- Professional telephone demeanor
- Customer satisfaction measurement
Timeline
Customer Service Representative
American Family Insurance
07.2016 - Current
Associate of Applied Science - Criminal Justice
Herzing University