DeAndre Carter
Phoenix,AZ
Summary
Friendly and analytical Senior Call Center Representative with 10 years of experience handling technical and non-technical customer calls in large and small call center environments. Able to consistently exceed KPIs by using custom and pre-defined call scripts. Excellent interpersonal skills and a trained expert in conflict management. Tech-savvy, with the aptitude to ramp up on new systems and processes quickly.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Viking Cruises
Phoenix, AZ
12.2021 - Current
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Updated account information to maintain customer records.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Provided white glove customer service & upheld the highest quality values of Viking Cruises.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Resolved concerns with products or services to help with retention and drive sales.
- Reinforced established quality control standards and followed procedures for optimal customer interactions.
- Maintained and managed customer files and databases.
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Developed customer service policies and procedures to meet and exceed industry service standards.
Machine Operator/Production Worker
Smurfit Kappa
Chandler, Arizona
06.2019 - 05.2020
- Maximized productivity by keeping detailed production records and identifying hold-ups
- Set accurate feed rates and trimming protocols to maintain efficient production and meet schedule demands
- Assessed equipment after each production run, performing preventive maintenance to keep machines running smoothly
- Examined incoming materials and compared to documentation for accuracy and quality
- Supported current production needs by moving items between equipment, conveyors and staging areas
- Documented production information via daily system logs and discussed non-conformance issues with management
- Inspected final products to assess compliance with quality standards and established tolerances
- Monitored machinery in operation to identify concerns and make corrections or report complex problems
- Calibrated machines to maintain required productivity levels and adherence to quality standards
- Used hand trucks, forklifts and scissor lifts to complete tasks and transport items
- Reviewed production specifications to verify accurate weights and measurements prior to mixing ingredients
- Supported machine operators in setup and operation of production equipment resulting in efficient runs.
CSR Licensed Agent
QBE Insurance Company
Chandler, Arizona
03.2016 - 06.2019
- Processed applications, payments, corrections, endorsements and cancellations
- Promoted agency products to customers in person, on the telephone and in writing
- Made call outs for collections on closed accounts
- Compiled coverage and rating information in an accessible format
- Up sold agency products and services
- Prepared necessary paperwork to process insurance sales and renewals
- Preformed rate reviews for both home/auto ( Explained Rate Increases ) - Pursued continuing education and training programs to continue professional development
- Followed up with potential clients regarding online information requests
- Presented and clearly explained insurance policy options to clients based on their needs and goals
- Developed productive working relationships with car dealers, loan processors and other business partners in the community
- Researched coverage and premium options and supplied clients with the best coverage available
- Promoted client retention through high-quality service and follow through
- Take payments on behalf of renewals & monthly payments
- Add/sub or delete vehicles off policy's
- Implemented and developed customer service training processes
- Applied highly effective selling skills while properly engaging and presenting solutions to customers.
Customer Service Representative
Liberty Mutual Insurance
Phoenix, AZ
01.2014 - 02.2016
- Made call outs for collections on closed accounts - Processed applications, payments, corrections, endorsements and cancellations
- Promoted agency products to customers in person, on the telephone and in writing
- Compiled coverage and rating information in an accessible format
- Up sold agency products and services
- Prepared necessary paperwork to process insurance sales and renewals
- Preformed rate reviews for both home/auto ( Explained Rate Increases ) - Pursued continuing education and training programs to continue professional development
- Followed up with potential clients regarding online information requests
- Presented and clearly explained insurance policy options to clients based on their needs and goals
- Developed productive working relationships with car dealers, loan processors and other business partners in the community
- Researched coverage and premium options and supplied clients with the best coverage available
- Promoted client retention through high-quality service and follow through
- Take payments on behalf of renewals & monthly payments
- Add/sub or delete vehicles off policy's
- Trained in complex states such as Massachusetts, New York, Florida
- (States that have stricter insurance guidelines.)
Education
Corona Del Sol
Tempe, AZ05.2012
Skills
- Customer service
- Microsoft office
- Call center
- Microsoft word
- Excel
- Customer care
- WORD
- CSR
- Production
- Inventory
- Accounting
- Business Development Understanding
- Sales and Upselling
- Data Evaluation
- Quality Control
Languages
English
Timeline
Customer Service Representative
Viking Cruises
12.2021 - Current
Machine Operator/Production Worker
Smurfit Kappa
06.2019 - 05.2020
CSR Licensed Agent
QBE Insurance Company
03.2016 - 06.2019
Customer Service Representative
Liberty Mutual Insurance
01.2014 - 02.2016
Corona Del Sol