Elizabeth Cafin
Robinson,IL
Summary
Dynamic customer service professional with extensive experience at Walmart, excelling in conflict resolution and operational efficiency. Proven track record in enhancing customer satisfaction through effective communication and relationship building. Skilled in database management and payment processing, consistently delivering exceptional service and driving improvements in team performance.
Overview
20
20
years of professional experience
Work History
Agent Assistant
COUNTRY Financial
Robinson, IL
07.2022 - 08.2023
- Followed up with prospects throughout sales processes to offer assistance.
- Created reports on sales activities and customer feedback for management review.
- Processed payments for insurance premiums and updated account information as needed.
- Performed administrative tasks such as updating contact lists or preparing mailings.
- Handled incoming calls and directed callers to appropriate department or employee.
- Communicated effectively with internal teams such as agents, underwriters, actuaries, adjusters.
- Filed and submitted insurance claims.
- Coordinated with underwriters to ensure timely processing of claims and payment of benefits.
- Resolved customer complaints in a professional manner while adhering to company policies.
- Kept office equipment functional and supplies well-stocked to promote efficient operations.
- Handled incoming calls from customers to provide assistance with existing policies or to answer inquiries about new products.
- Maintained inventory of office supplies and placed orders when necessary.
- Maintained accurate records of all client interactions in the company database.
Customer Service Manager
Walmart
Robinson, IL
07.2015 - 12.2020
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Analyzed call center data to identify trends in customer issues and recommend solutions accordingly.
- Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
- Conducted research and reviewed findings to solve customer issues.
- Delegated work to staff, setting priorities and goals.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
Customer Service Manager
Walmart
Robinson, IL
08.2003 - 11.2007
- Developed and implemented strategies for providing excellent customer service experience.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Evaluated employee job performance and motivated staff to improve productivity.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Provided resolution of unusual billing by conducting research, reviewing findings and making recommendations.
- Provided exceptional customer service to ensure customer satisfaction.
- Answered phone calls to assist customers with questions and orders.
- Balanced daily transactions on a computerized point-of-sale system.
- Helped customers find specific products, answered questions, and offered product advice.
- Assisted customers over the phone regarding store operations, product information and order placement.
- Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
- Collected payments and provided accurate change.
- Followed company security procedures for handling large sums of money.
- Operated cash register or POS system to receive payment by cash, check and credit card.
Education
GED -
Robinson High School
Robinson, IL05-2001
Some College (No Degree) - Psychology
Lincoln Trail College
Robinson, ILSkills
- Sales support
- Customer relationship management
- Insurance claims processing
- Database management
- Payment processing
- Internal communication
- Customer service
- Call center management
- Conflict resolution
- Operational efficiency
- Effective communication
- Exceptional interpersonal communication
- Time management
- Schedule management
- Handling escalations
- Focused on customer satisfaction
- Adherence to high customer service standards
- Exceptional telephone etiquette
- Call center operations
- Performance evaluations
- Verbal and written communication
- Decision-making
- Sales promotion
- Microsoft outlook, word, and Excel
- Superior computer skills
- Skilled multi-tasker
- Cash handling
- Workflow management
- Relationship building
Timeline
Agent Assistant
COUNTRY Financial
07.2022 - 08.2023
Customer Service Manager
Walmart
07.2015 - 12.2020
Customer Service Manager
Walmart
08.2003 - 11.2007
GED -
Robinson High School
Some College (No Degree) - Psychology
Lincoln Trail College
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