Dekela Barnes
Chattanooga,TN
Summary
Detail-oriented Customer Service Specialist with proven ability to prioritize tasks and excel in high-pressure environments. Demonstrated success in collaborating with teams to achieve both personal and organizational objectives. Recognized for effectively resolving escalated customer support issues, ensuring high levels of satisfaction.
Overview
4
4
years of professional experience
Work History
Customer Service Representative
Quantum 3 Media
04.2022 - 10.2024
- Conducted research to identify competitive rates and benefits offered by other providers.
- Contacted underwriters and submitted forms to obtain binder coverage.
- Gathered detailed information from customers prior to offering quotes or making recommendations.
- Responded quickly and accurately to inquiries from clients regarding their coverage plans.
- Provided customers with information regarding plan features, pricing, and availability.
Claims Representative
Citizens Insurance
07.2022 - 08.2024
- Evaluated and processed insurance claims according to company policies and industry standards.
- Processed a high volume of claims efficiently while maintaining quality standards.
- Utilized claims management software to track claims progress and maintain organized documentation.
- Used insurance rate standards to calculate premiums, refunds, commissions and adjustments.
Customer Service Representative
Direct Interactions
01.2021 - 04.2022
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Answered inbound calls, chats and emails to facilitate customer service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
Skills
- Scheduling
- Account updating
- Complaint resolution
- Order fulfillment
- Negotiation strategies
- Receiving support
- Strong teamwork
- Customer relations
- Critical thinking
- Call escalation
- Data collection
- Team collaboration
Timeline
Claims Representative
Citizens Insurance
07.2022 - 08.2024
Customer Service Representative
Quantum 3 Media
04.2022 - 10.2024
Customer Service Representative
Direct Interactions
01.2021 - 04.2022
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