Ida Robinson
Customer Service Representative
Douglasville,GA
Summary
Results-driven service expert with strong track record in client relations and operational efficiency. Adept at problem-solving, process improvement, and providing exceptional customer experiences. Highly collaborative with focus on team success and adaptability to changing needs. Known for effective communication, leadership, and commitment to achieving goals.
Overview
24
24
years of professional experience
Work History
Premier Service Consultant
AT&T Mobility
07.2022 - 05.2025
- Provided expert guidance to clients, enhancing service delivery and customer satisfaction.
- Streamlined communication processes between departments, improving operational efficiency and response times.
- Fostered strong relationships with clients, maintaining open lines of communication and addressing concerns proactively.
- Provided information about service procedures and expected timelines.
- Documented payment details and personal information on customer accounts.
- Maintained accurate records of all client interactions within company CRM software, ensuring seamless handovers between team members when required.
- Consistently met or exceeded monthly sales goals by identifying upselling opportunities during client interactions.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Customer Service Advocate II
BCBS of SC
07.2021 - 03.2022
- Ensures effective customer relations by responding accurately, timely, and courteously to telephone, written, web, or walk-in inquiries. Handles situations which may require adaptation of response or extensive research. Accurately documents inquiries.
- Initiates or processes adjustments or performs other research as needed to resolve inquiries. Coordinates with other departments to resolve problems. Responds to, researches and/or assists with priority inquiries and special projects as required by management.
- Provides feedback to management regarding customer problems, questions and needs. Maintains accurate records on complaints and/or other customer comments, and makes recommendations for changes to management. Follows through on complaints until resolved or reports to management as needed.
- Maintains basic knowledge of quality work instructions and company policies. Assists with process improvements through the recommendation of changes in procedures and techniques discovered during daily operations. Maintains all departmental productivity, quality, and timeliness standards.
- Assist with the training of new employees and cross training of coworkers.
Claims Associate
State Farm
01.2017 - 06.2020
- Proposed settlements for uncomplicated issues to resolve claims.
- Examined reports, accounts and evidence to determine integrity and accuracy of information.
- Tracked the progress of all outstanding insurance claims.
- Evaluated the accuracy and quality of data entered into the agency management system.
- Analyzed sales volume, retention and loss ratio trends to identify areas for improvement.
- Managed claims processing by evaluating policy coverage and determining liability.
Orthodontist Customer Service
Delta Dental Insurance Company
02.2016 - 01.2017
- Maintained clear, organized dental records and reports.
- Regularly solicited patient feedback to improve customer comfort and satisfaction.
- Confirmed patient insurance benefits and checked claim statuses.
- Successfully completed OSHA, ADA and HIPAA compliance trainings.
- Politely assisted customers in person and via telephone.
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
Inventory Specialist
AT & T Wireless
10.2014 - 02.2016
- Completed scheduled inventory counts and supply audits.
- Distributed reports detailing inventory, trends and sales.
- Priced merchandise, stocked shelves and took inventory of supplies.
- Worked with store employees to present merchandise in an appealing manner.
- Responded to customer concerns with friendly and knowledgeable service.
- Contacted other store locations to determine merchandise availability.
- Answered customer telephone calls promptly and in an appropriate manner.
National Back Office
AT&T Telecommunication
06.2010 - 10.2013
- Proposed technical feasibility solutions for new functional designs and suggested options for performance improvement of technical objects.
- Designed and implemented new server standards for core business services.
- Consistently met deadlines and requirements for all production work orders.
Customer Service Agent
Bellsouth/AT & T
12.2000 - 06.2010
- Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
- Determined customer needs by asking relevant questions and listening actively to the responses.
- Described product to customers and accurately explained details and care of merchandise.
- Handled all customer relations issues in a gracious manner and in accordance with company policies.
- Actively pursued personal learning and development opportunities.
Education
Medical Assistant - Medical Assistant
Everest Institute
Atlanta, GA01.2011
GED -
Canarsie High School
Brooklyn, NY01.1997
Skills
- Excellent work ethic
- Exceptional communication skills
- People-oriented
- Decision-making abilities
- Time management
- Skilled problem solver
- MS Windows proficient
- Active listening skills
- Customer-oriented
- Conflict resolution
- Professional telephone demeanor
Timeline
Premier Service Consultant
AT&T Mobility
07.2022 - 05.2025
Customer Service Advocate II
BCBS of SC
07.2021 - 03.2022
Claims Associate
State Farm
01.2017 - 06.2020
Orthodontist Customer Service
Delta Dental Insurance Company
02.2016 - 01.2017
Inventory Specialist
AT & T Wireless
10.2014 - 02.2016
National Back Office
AT&T Telecommunication
06.2010 - 10.2013
Customer Service Agent
Bellsouth/AT & T
12.2000 - 06.2010
Medical Assistant - Medical Assistant
Everest Institute
GED -
Canarsie High School