Elecia Freeman
Birmingham,AL
Summary
Detail-oriented and customer-focused professional with experience handling customer inquiries, processing policy changes, and ensuring customer satisfaction. Adept at multitasking in fast-paced environments, resolving complex issues, and providing exceptional service through inbound and outbound communication. Strong problem-solving skills, adaptability, and a commitment to first-call resolution.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
Everise
Remote, AL
11.2020 - Current
- Assisted customers with policy and billing inquiries, ensuring accurate and efficient issue resolution.
- Processed policy changes with a high level of accuracy and identified cross-sell opportunities.
- Used active listening and probing questions to understand customer concerns, and provide solutions.
- Maintained up-to-date knowledge of company policies and marketing campaigns to provide relevant information.
- Ensured first-call resolution and high levels of customer satisfaction.
Customer Support Specialist
VXI
Remote, AL
06.2017 - 10.2020
- Provided technical support to customers by responding to inquiries and resolving issues in a timely manner.
- Responded to customer emails and phone calls promptly, courteously, and professionally.
- Investigated customer complaints regarding product quality or service rendered.
Education
Wenonah High School
Birmingham, AL05-2017
Skills
- Customer Service & Support
- Call Center Operations
- Policy & Billing Inquiries
- Problem Resolution
- Multitasking & Adaptability
- Written & Oral Communication
- Team Collaboration
- Customer Follow-Ups
Timeline
Customer Service Representative
Everise
11.2020 - Current
Customer Support Specialist
VXI
06.2017 - 10.2020
Wenonah High School