Summary
Overview
Work History
Education
Skills
References
Timeline
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EMILY COLLIER

Louisville,KY

Summary

Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.

Overview

15
15
years of professional experience

Work History

Customer Service Representative

Essence Healthcare
St Louis, MO
01.2010 - 11.2015
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Gathered customer feedback through surveys and used the data to improve customer service.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Developed strong customer relationships to encourage repeat business.
  • Identified areas of improvement in customer service processes and suggested changes accordingly.
  • Performed administrative tasks such as filing paperwork, updating databases and generating reports.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Made outbound calls to obtain account information.
  • Used proven techniques to de-escalate angry customers during telephone interactions.
  • Improved customer service wait times to mitigate complaints.

Customer Service Representative

Equian
Louisville, KY
03.2015 - 10.2015
  • Answered customer inquiries and provided accurate information regarding subrogation related insurance claim issues
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Provided excellent customer service to resolve customer complaints in a timely manner
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Cultivated interpersonal skills by building positive relationships with others.

Customer Service Representative

UNDERWRITERS SAFETY AND CLAIMS
Louisville, KY
03.2008 - 10.2009
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Answered inbound calls, chats and emails to facilitate customer service.

Customer Service Representative

ANTHEM BLUE CROSS AND BLUE SHIELD
Louisville, KY
12.2000 - 12.2006
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Performed administrative tasks such as filing paperwork, updating databases and generating reports.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Identified areas of improvement in customer service processes and suggested changes accordingly.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Improved customer service wait times to mitigate complaints.
  • Made outbound calls to obtain account information.
  • Mentored new employees on procedures and policies to maximize team performance.

Education

Associate of Applied Science - Secretarial Studies And Office Administration

Jefferson Community And Technical College
Louisville, KY
05-1985

Skills

  • Data Entry
  • Account Updating
  • Scheduling
  • Report Generation

References

References available upon request.

Timeline

Customer Service Representative

Equian
03.2015 - 10.2015

Customer Service Representative

Essence Healthcare
01.2010 - 11.2015

Customer Service Representative

UNDERWRITERS SAFETY AND CLAIMS
03.2008 - 10.2009

Customer Service Representative

ANTHEM BLUE CROSS AND BLUE SHIELD
12.2000 - 12.2006

Associate of Applied Science - Secretarial Studies And Office Administration

Jefferson Community And Technical College

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EMILY COLLIER