Eunice Pryor
Kansas City,MO
Summary
Dynamic Senior Customer Service Representative with Prudential Insurance Company, recognized for consistently exceeding performance targets. Expert in complaint resolution and payment processing, I foster strong customer relationships while mentoring team members. Proven ability to enhance customer satisfaction through effective de-escalation techniques and solutions-oriented approaches in challenging situations.
Offering strong ability to connect with people and build rapport, eager to learn and grow in customer service environment. Delivers effective communication and problem-solving skills. Ready to use and develop conflict resolution and customer interaction skills in Customer Service Claims management role.
Overview
13
13
years of professional experience
Work History
Senior Customer Service Representative
Prudential Insurance Company
07.2022 - Current
- Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
- Established strong rapport with customers, fostering long-term relationships and repeat business.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.
- Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
- Developed comprehensive knowledge of company products and services in order to provide accurate information to customers.
- Mentored junior team members, contributing to their professional development and overall team success.
- Consistently exceeded performance targets, earning recognition as a top-performing Senior Customer Service Representative on multiple occasions.
- Developed solutions-oriented approaches when faced with challenging situations or dissatisfied customers.
- Addressed escalated issues with diplomacy and tact while finding resolutions that satisfied both the client''s concerns and company interests.
- Assisted in creating departmental policies, protocols, and guidelines that improved overall effectiveness of the customer service team.
- Educated customers about billing, payment processing and support policies and procedures.
- Investigated and resolved customer inquiries and complaints quickly.
Customer Service Specialist
City Of Kansas City, Mo. Government
12.2015 - 02.2022
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Developed rapport with customers, fostering long-term relationships and repeat business.
- Collaborated with team members to create effective strategies for improving overall customer experience.
- Actively participated in team meetings and professional development workshops, continuously seeking opportunities to enhance skills and provide exceptional customer service.
- Monitored quality assurance metrics regularly, identifying opportunities for personal growth and development within the role.
- Responded to customer requests for products, services, and company information.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Cross-trained and provided backup support for organizational leadership.
- Trained new personnel regarding company operations, policies and services.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Cross-trained and backed up other customer service managers.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Managed timely and effective replacement of damaged or missing products.
- Trained staff on operating procedures and company services.
Field Supervisor
US Census Bureau
02.2020 - 10.2020
- Monitored employee performance for compliance with regulations and policies.
- Supervised field operations teams to complete projects within established timelines.
- Maintained accurate records of field activities, ensuring proper documentation was available for internal reviews and audits.
- Resolved customer complaints to maintain satisfaction and loyalty.
- Upheld company standards by enforcing strict adherence to policies and procedures during all field activities.
- Planned and scheduled field activities according to set timelines and order of operations.
- Ensured quality control through meticulous inspections of job sites, identifying areas for improvement and implementing corrective actions.
- Established clear performance metrics for team members, providing regular feedback to encourage continuous improvement.
Resolution Supervisor
NCO Financial Systems
03.2012 - 09.2014
- Ensured compliance with all relevant regulations while handling sensitive customer information during the resolution process.
- Implemented process improvements that led to faster resolution times and increased customer satisfaction scores.
- Conducted regular performance evaluations, providing constructive feedback to drive employee growth and success.
- Established clear expectations for team members regarding performance targets, service quality standards, and professional conduct.
- Increased customer satisfaction rates with timely and accurate issue resolutions.
- Enhanced team performance through consistent coaching and development of employees.
- Fostered a positive work environment by promoting open communication and teamwork among staff members.
- Reduced customer complaints by effectively managing escalated issues and providing satisfactory resolutions.
- Served as the primary point of contact for high-level escalations, resolving complex cases quickly and effectively.
- Analyzed trends in customer concerns, proactively addressing potential issues before they escalated further.
- Trained arbitrators and mediators on dispute resolution and negotiation strategies to boost productivity.
Cash Office Associate
SeaLife
03.2012 - 03.2013
- Balanced safe, prepared tills, and prepared register bags for next sales date.
- Prepared bank deposits, ensuring proper accounting practices were followed for secure fund transfers.
- Investigated discrepancies of cash register and POS System totals to resolve errors.
- Enhanced cash handling accuracy by conducting daily cash office audits and reconciliations.
- Identified potential fraudulent activities through vigilant observation and prompt reporting, minimizing financial losses.
- Prepared bank deposits and corporate cash shipments.
- Performed daily cash reconciliations to determine accuracy of financial reports.
- Followed company policies, procedures, and practices for accurate recordkeeping and loss prevention.
- Managed daily flow of cash transactions to provide sufficient cash supply to meet customer needs.
- Trained new employees on proper cash routines, procedures, and requirements.
- Managed the ordering of supplies necessary for cash office operations, avoiding unexpected shortages or delays in service delivery.
- Monitored and maintained adequate levels of currency and coins, reducing downtime due to insufficient funds.
- Oversaw, balanced and managed change fund to facilitate customer transactions.
- Contributed to a positive work atmosphere by demonstrating excellent teamwork skills and maintaining open communication with colleagues.
- Maintained accurate financial records with diligent data entry and documentation of transactions.
- Assisted in training new employees on cash office procedures, contributing to a more efficient work environment.
Education
High School Diploma -
Raytown South High School
Raytown, MOSkills
- Customer support
- Complaint resolution
- Quality assurance
- Payment processing
- Database management
- Call control
- Account management
- Documentation review
- Database research
- De-escalation techniques
- Email management
Timeline
Senior Customer Service Representative
Prudential Insurance Company
07.2022 - Current
Field Supervisor
US Census Bureau
02.2020 - 10.2020
Customer Service Specialist
City Of Kansas City, Mo. Government
12.2015 - 02.2022
Resolution Supervisor
NCO Financial Systems
03.2012 - 09.2014
Cash Office Associate
SeaLife
03.2012 - 03.2013
High School Diploma -
Raytown South High School
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