Gwen Olive
Columbus,Ga
Summary
Highly skilled and dedicated customer service professional with extensive experience in providing exceptional support and resolving customer issues. Proven record of achieving customer satisfaction and exceeding goals.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Claims Specialist
Allstate
Georgia
04.2024 - Current
- Managed a high volume of claims effectively by prioritizing tasks and maintaining excellent organizational skills.
- Enhanced customer satisfaction with timely communication, empathy, and clear explanations of claim outcomes.
- Developed strong working relationships with external partners such as adjusters, legal counsel, and medical professionals to facilitate efficient claim resolution processes.
- Settled complex claims fairly by applying critical thinking, negotiation skills, and detailed knowledge of insurance policies.
- Followed up with customers on unresolved issues.
- Collaborated with cross-functional teams to optimize claims handling procedures, resulting in improved productivity.
- Achieved performance targets consistently through attention to detail, effective time management, and strong decision-making abilities.
911 Operator
Ems Care Ambulance
Columbus, Ga
04.2018 - 08.2023
- Efficiently handled emergency calls, providing lifesaving instructions and coordinating emergency response teams
- Effectively managed high-stress situations, remaining calm and professional in fast-paced environments
- Developed strong decision-making abilities to prioritize emergencies based on severity and available resources
- Utilized excellent communication skills to gather essential information and accurately relay it to responders
Customer Service Representative
Tsys
Columbus, Ga
06.2016 - 04.2018
- 3 years of experience managing customer inquiries and ensuring customer satisfaction
- Proficient in resolving escalated customer complaints and providing effective solutions
- Skilled in maintaining accurate customer records and updating databases
- Strong communication skills, demonstrated through positive customer feedback and a high customer retention rate
- Managed high volumes of customer inquiries and complaints, ensuring timely resolution and satisfaction
- Developed expertise in handling difficult customers, de-escalating tense situations and maintaining professionalism
- Consistently met and exceeded customer service performance metrics, including response time and customer satisfaction ratings
- Utilized strong communication skills to effectively handle customer concerns and provide accurate information
Customer Service Representative
Aflac
Columbus, Ga
07.2012 - 11.2015
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Education
GED -
Columbus Technical College
Columbus, Ga08.2013
Skills
- Adaptability
- Communication
- Time management
- Technology
- Multitasking
- Data Entry
- CPR
- Dispatching
- Computer coding
- Insurance
- Workers compensation management
- Written communication
- Documentations
- Customer service
Certification
- Basic Life Support (CPR and AED)
Personal Information
Date of Birth: 06/23/93
Accomplishments
October 2024 MVP
Timeline
Claims Specialist
Allstate
04.2024 - Current
911 Operator
Ems Care Ambulance
04.2018 - 08.2023
Customer Service Representative
Tsys
06.2016 - 04.2018
Customer Service Representative
Aflac
07.2012 - 11.2015
GED -
Columbus Technical College