- Electronics and Circuit Building
- Tech enthusiast, passionate about exploring the latest advancements and innovations
- Home theater enthusiast
- Designing home recording studios
- Home recording for Voice Over
James Cory
Blue Springs,MO
Summary
Dynamic Sr. Customer Service Representative at GEHA, recognized for exceeding performance metrics and enhancing customer loyalty through personalized solutions. Skilled in effective complaint resolution and building rapport, I fostered a positive service culture, resulting in increased customer satisfaction and retention. Proficient in data entry and conflict resolution strategies.
Healthcare service professional with proven track record in patient communication and problem resolution. Adept at managing patient inquiries, coordinating with medical teams, and ensuring smooth service delivery. Strong focus on teamwork and adaptability, consistently achieving results even in high-pressure environments. Known for empathy, active listening, and effective conflict resolution skills.
Overview
17
17
years of professional experience
Work History
Sr. Customer Service Representative
Government Employees Insurance Company A.k.a GEHA
03.2008 - 12.2024
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Improved resolution time with effective problem-solving for customer complaints.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Participated in training programs to enhance product knowledge and customer service skills.
- Investigated and resolved customer inquiries and complaints quickly.
- Maintained up-to-date knowledge of product and service changes.
- Educated customers about billing, payment processing and support policies and procedures.
- Cross-trained and backed up other customer service managers.
- Identified and resolved discrepancies and errors in customer accounts.
Education
Associate of Arts - Radio And Television Broadcasting
Cloud County Community College
Concordia, KS05-1977
Skills
- Client assistance
- Effective complaint resolution
- Quality assurance
- Focused engagement
- Client support proficiency
- Mediation and negotiation skills
- Professional telephone demeanor
- Call center operations
- Expertise in product features and benefits
- Documentation
- Customer relationships
- Conflict resolution strategies
- Quality control
- Research
- Facilitation of conflict resolution
- Critical thinking
Accomplishments
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Interests
Timeline
Sr. Customer Service Representative
Government Employees Insurance Company A.k.a GEHA
03.2008 - 12.2024
Associate of Arts - Radio And Television Broadcasting
Cloud County Community College
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