Essence Barnes
Phoenix,AZ
Summary
Driven professional with a strong background in customer service. Excelled in complaint handling and CRM software, enhancing customer satisfaction and operational efficiency. Demonstrated exceptional problem-solving and collaboration skills, achieving significant improvements in incident management and support processes. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
10
10
years of professional experience
Work History
Taticle Support Agent
Epiq
06.2024 - Current
- Adopted customer feedback in process and system improvement initiatives.
- Handle large volume of documents to complete to ensure accuracy
- Review calls from agents to ensure following procedure, escalations and call backs handled properly
- Ensure notes are documented properly
- Send agent follow up for improvements and kudos
- Reach out to supervisors of agents and multiple mistakes more than once or other concern.
- Submit my timesheet for the day to supervisor
Unlcensed Service Representatve
Allstate Insurance
01.2020 - 10.2023
- Responded to customer calls swiftly to resolve issues and answer questions.
- Contacted underwriter and submitted appropriate forms to obtain binder coverage.
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Assist customers with home, auto, boat policies
- Make changes as requested going through state guidelines and sending requested documentation.
- Provide quote on insurance policy
- process request for adding and removing vehicles and providing quotes.
Vehicle Loan Representative
State Farm
02.2019 - 11.2019
- Originated, reviewed, processed, closed, and administered customer loan proposals.
- Submitted loan applications to underwriter for verification and recommendations.
- Maintained strict confidentiality of bank records and client information.
- Collaborated with other departments to promptly process loan applications.
- Evaluated loan requests and documents to verify accuracy and completeness.
Fraud Resolution Specialist
Fiserv
02.2018 - 01.2019
- Handle inbound and outbound calls regarding credit and debit card fraud.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Performed risk assessments to determine level of fraud risk and prioritize investigations.
- Evaluated customer data to identify and prevent fraudulent activities.
- Contacted customers directly to notify of fraudulent activity and minimize impacts.
Customer Service Tech Support
Empereon Marketing LLC
06.2016 - 11.2017
- Assisted customers inbound, outbound, and chat regarding troubleshooting internet, and phone services.
- Recommended solutions to complex situations through research and critical thinking and escalated customer to supervisor for enhanced support.
- Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
- Managed call flow to respond to technical support needs of customers.
- Provided daily technical support to both internal and external customers, answering routine questions and escalating complex issues to specialists for further troubleshooting.
Service Crew Member
AMC Theatres
11.2014 - 05.2016
- Greeted customers with smile and provided friendly, knowledgeable service.
- Provided information about current and future events at facility.
- Assisted patrons with seating by giving directions and lighting paths.
- Sold admission, processed payments, and issued tickets.
- Provided customer service by selling tickets and merchandise, answering questions, and distributing programs.
- Handled food services
- Assist customers with issues
- Cleaning and closing duties.
Phoenix Voulnteer
Phoenix Center of the Arts
07.2014 - 07.2014
- Assisted with special events and programs.
- Supported engaging, fun, and smooth-running events by helping with organization and planning.
- Used strong interpersonal communication skills to convey information to others.
- Maintained clean, neat, and operational facilities to serve program needs.
Education
Associate of Science - Speech Thearpy
Estrella Community College
Phoenix, AZ07.2025
High School Diploma -
Desert Edge High School
Goodyear, AZ07.2015
Skills
- Live chat support
- Complaint Handling
- CRM Software
- Technical assistance
- Data Collection
- Customer service expert
- Customer service understanding
- Problem-Solving
- Multitasking
- Computer Skills
- Research
- Collaboration and Teamwork
- Microsoft Office
- Active Listening
- Troubleshooting
- Incident Management
- Network Troubleshooting
- Customer service support
Timeline
Taticle Support Agent
Epiq
06.2024 - Current
Unlcensed Service Representatve
Allstate Insurance
01.2020 - 10.2023
Vehicle Loan Representative
State Farm
02.2019 - 11.2019
Fraud Resolution Specialist
Fiserv
02.2018 - 01.2019
Customer Service Tech Support
Empereon Marketing LLC
06.2016 - 11.2017
Service Crew Member
AMC Theatres
11.2014 - 05.2016
Phoenix Voulnteer
Phoenix Center of the Arts
07.2014 - 07.2014
Associate of Science - Speech Thearpy
Estrella Community College
High School Diploma -
Desert Edge High School
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Resolved product issue through consumer testing.
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