Gena Worthy

• Assist stranded members over the phone, troubleshoot problems, and dispatch the closest service vehicle.

• Provided technical support to users via phone, email, and chat, enhancing customer satisfaction.
• Diagnosed software and hardware issues using remote troubleshooting tools, ensuring swift resolutions.
• Documented support interactions in ticketing system for knowledge sharing and future reference.
• Collaborated with IT team to identify recurring problems and implement effective solutions.

• Adhered to company policies and scripts to consistently achieve call time and quality standards
• Helped large volume of customers every day with positive attitude and focus on customer
• Assessed caller accounts to determine unemployment benefits, identify service needs and resolve issues
• Answered average of 50-60 calls per day, addressing client inquiries and solving problems
• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals
• Achieved high satisfaction rating through proactive one-call resolutions of customer issues

• Submitted claims and initiated damage appraisal to facilitate claims process for policyholders
• Consulted with outside parties to resolve discrepancies and create expert solutions
• Verified client information by analyzing existing evidence on file

• Maintained customer satisfaction with forward-thinking strategies focused on addressingcustomer needs and resolving concerns●
• Updated account information to maintain customer records
• Processed customer adjustments to maintain financial accounts
• Clarified customer issues and determined root cause of problems to resolve product or service complaints
• Answered customer telephone calls promptly to avoid on-hold wait times
• Offered friendly and efficient service to customers, handled challenging situations with ease
• Investigated and resolved customer concerns related to order inquiries and delivery tracking