Donna Gallamore
Springfield,Ohio
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Type industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
3
3
years of professional experience
Work History
Customer Service Representative II
Genpact LLC
08.2023 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues
- Educated customers about billing, payment processing and support policies and procedures.
- Investigated and resolved customer inquiries and complaints quickly
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Developed Customer service training materials and assisted in leading team meetings and trainings.
- Processed customer request and policy changes written and verbal
Customer Service Representative Ii
Farmers New World Life Insurance
10.2021 - 08.2023
- Handled customer inquiries and suggestions courteously and professionally.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Educated customers and insurance agents about billing, payment processing and support policies and procedures.
- Processed customer and agent policy change request verbal and written
- Sought ways to improve processes and services provided.
- Actively participated in team meetings and trainings
- Participated in team transition to new company while maintaining customer interactions and service level expectations
Education
HS Diploma - High Shcool
Springfield South High
Springfield,OH08.1996
Skills
- Customer Service
- Active Listening
- Data Entry
- Problem-solving abilities
- Computer Proficiency
- Customer Relations
- Problem Resolution
- Complaint Handling
- Critical Thinking
- Call center experience
- Microsoft Excel
- Microsoft Outlook
- Product and service solutions
- Data Collection
- Payment Processing
- Follow-up skills
- Documentation
- Call Management
- Microsoft Office Suite
- Professional telephone demeanor
- Multi-line phone talent
- Live chat support
- Paperwork Processing
- CRM software proficiency
- Clerical Support
- Customer Education
- Call Center Operations
- Team Development
- Complaint resolution
Timeline
Customer Service Representative II
Genpact LLC
08.2023 - Current
Customer Service Representative Ii
Farmers New World Life Insurance
10.2021 - 08.2023
HS Diploma - High Shcool
Springfield South High