Gale Stevens
Denison,TX
Summary
Dynamic customer service professional with extensive call center experience at Cigna Healthcare, recognized for enhancing customer satisfaction through effective complaint handling and strong problem-solving skills. Proven ability to foster client relationships and streamline communication, resulting in improved operational efficiency and retention rates. Proficient in some computer software and dedicated to delivering exceptional service.
Overview
35
35
years of professional experience
Work History
CSR
Delta Dental/Dean Health Plan
06.2022 - Current
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services, and company information.
Receptionist
HRBlock
12.2018 - 03.2019
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
- Handled cash transactions and maintained sales and payments records accurately.
- Responded to inquiries from callers seeking information.
- Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.
Host
Choctaw Casino
07.2014 - 03.2016
- Handled high-pressure situations with composure, effectively managing large parties or unexpected events during busy shifts.
- Answered customer questions about hours, seating, and menu information.
- Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
- Enhanced customer satisfaction by promptly greeting and seating guests upon arrival.
- Supported servers, food runners, and bussers with keeping dining area ready for every guest.
CSR
Driving University
07.2013 - 06.2015
- Developed strong relationships with clients by understanding their needs and preferences, fostering long-term loyalty.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues efficiently.
- Upheld strict adherence to company policies and procedures while providing exceptional service experiences for each client interaction.
- Assisted customers with account set-up, enabling smooth transitions into using the company''s products or services.
CSR/Trainer
Cigna Healthcare
06.1990 - 08.2009
- Delivered outstanding problem-solving skills in addressing recurring issues that resulted in improved operational efficiency.
- Collaborated with management to develop strategies for enhancing overall customer experience.
- Streamlined communication between departments, ensuring timely resolution of customer concerns.
- Improved customer retention rates with exceptional product knowledge and personalized service recommendations.
- Handled complex billing issues, ensuring accurate invoicing and prompt resolution of discrepancies.
- Provided comprehensive training for new team members, resulting in faster onboarding and better overall performance.
- Served as a liaison between internal teams and customers during critical situations, facilitating open communication channels for swift issue resolution.
Education
Computer Science
Grayson College
Denison, TX05.1982
High School Diploma - Basics
Sherman High School
Sherman, TX05.1980
Skills
- Call center experience
- Customer focus
- Complaint handling
- Customer service
Timeline
CSR
Delta Dental/Dean Health Plan
06.2022 - Current
Receptionist
HRBlock
12.2018 - 03.2019
Host
Choctaw Casino
07.2014 - 03.2016
CSR
Driving University
07.2013 - 06.2015
CSR/Trainer
Cigna Healthcare
06.1990 - 08.2009
Computer Science
Grayson College
High School Diploma - Basics
Sherman High School
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