Open To Work
Gina Schumaker
St.Mary’s,KS
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
15
15
years of professional experience
Work History
Customer Service Representative
Progressive Casualty Insurance
Remote, KS
02.2022 - Current
- Enhanced customer satisfaction through proactive strategies designed to anticipate customer needs and address issues effectively.
- Information was provided on charge accounts and loyalty programs.
- Provided advice and assistance to customers, with careful consideration for their special needs and preferences.
- Investigated and resolved customer inquiries and complaints promptly. Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Cultivated deeply empathetic relationships with clients and gained a reputation for surpassing service standards.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
Office Manager
Empire Holdings LLC
04.2017 - 04.2022
- Developed and implemented office policies and procedures.
- Assisted with the preparation of budgets, forecasts and financial statements.
- Supervised staff members, organized schedules and delegated tasks.
- Maintained filing system for records, correspondence and other documents.
- Ordered supplies and equipment to maintain adequate inventory levels.
- Provided administrative support to management team including preparing reports and presentations.
- Created spreadsheets in Excel to track data such as vacation requests, sick days .
- Answered phone calls, responded to emails, routed mail and coordinated courier services.
- Processed payroll accurately ensuring all employees were paid on time.
Customer Service Representative
Alorica
04.2010 - 10.2013
- Provided outstanding customer service to each client by utilizing a comprehensive understanding of products and services, thereby fostering a welcoming and positive experience.
- Acquired and sustained a comprehensive understanding of product details, offering informed answers to a variety of inquiries.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Resolved concerns with products or services to help with retention and drive sales.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Education
High School Diploma -
St. Mary's High School
05.2004
Skills
- Customer satisfaction measurement
- Information Security
- Inbound and Outbound Calling
- Call Management
- Paperwork Processing
- Complaint resolution
- Credit card payment processing
- Computer Proficiency
- Call Center Operations - Efficient in KMS
- Customer Relationship Management (CRM)
- Call triaging
- Microsoft Excel
- Positive and professional
- Insurance industry regulations knowledge
- Microsoft Office expertise
- Multi-Task Management
Timeline
Customer Service Representative
Progressive Casualty Insurance
02.2022 - Current
Office Manager
Empire Holdings LLC
04.2017 - 04.2022
Customer Service Representative
Alorica
04.2010 - 10.2013
High School Diploma -
St. Mary's High School
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