James Dae
Snellville
Summary
Dynamic Customer Service Representative with extensive experience in delivering exceptional support and enhancing customer satisfaction across various industries. Recognized for a strong ability to tackle complex issues through effective problem-solving and communication skills, ensuring prompt and efficient solutions for clients. Committed to continuous improvement and skilled in leveraging advanced account software to optimize service delivery and operational efficiency. Results-driven professional dedicated to building positive customer relationships and driving organizational success.
Overview
11
11
years of professional experience
Work History
Lockbox Associate
MediStreams
01.2024 - Current
- Manage mail opening and document extraction, ensuring accurate sorting and batch preparation.
- Process exceptions and keying tasks to maintain high accuracy and efficiency.
- Collaborate with the team to streamline daily operations, improving overall productivity.
- Identify and resolve discrepancies in documents to enhance processing accuracy.
- Contribute to significant improvements in workflow and operational efficiency.
- Operate the OPEX Falcon mail-opening machine to process commercial lockbox deposits.
- Maintain HIPAA and confidentiality of customer account information; follow established policies and procedures related to internal audits and security.
Auto Insurance Claims Associate
State Farm
02.2022 - 12.2023
- Handle inbound and outbound calls in a fast-paced call center, ensuring efficient customer service.
- Support policyholders with personalized, caring interactions, enhancing customer satisfaction.
- Investigate auto insurance claims proactively, ensuring accurate and timely resolutions.
- Schedule vehicle inspections, and assist with estimates and total loss evaluations, coordinating with body shops.
- Document claim information, and make decisions aligned with claims standards and local laws.
- Evaluate and process claim payments, resolving claims effectively and efficiently.
Customer Service Representative
Undercover Tourist
12.2020 - 12.2021
- Answered customer inquiries via phone, email, and chat, resolving issues promptly and effectively.
- Verified incoming orders for accuracy, ensuring customer satisfaction, and reducing errors.
- Created shipping labels and paperwork, streamlining outbound delivery processes.
- Prepared, packed, and sorted customer orders for shipment, ensuring timely and correct delivery.
- Handled customer complaints, providing solutions that improved the overall customer experience.
Loss Draft Associate
Proctor Financial
10.2019 - 12.2020
- Handle incoming phone calls, and make outbound phone calls to follow up on property damage claims.
- Monitor the repair process for property losses suffered by homeowners.
- Understand and apply business rules and investor requirements.
- Document claim activity.
- Order inspections for mortgage claims.
- Request disbursements for ongoing claims.
Customer Service Representative
SmartContact
08.2018 - 10.2019
- Managed high call volumes, improving operational efficiency, and customer satisfaction.
- Documented customer interactions accurately, aiding in service improvements.
- Maintained a positive demeanor, fostering customer loyalty.
- Analyzed call data to identify trends, providing actionable insights.
TalkSmart Agent
Gubagoo.com
03.2016 - 07.2018
- Answer inbound calls promptly, addressing client needs, and providing effective solutions.
- Follow call center scripts to manage dealership interactions efficiently.
- Engage in active listening to confirm or clarify information, and diffuse angry clients as needed.
- Promoted to Evening Shift Lead in January 2017; assisted with coaching and training new hires.
- Prepare detailed daily agent activity reports for performance tracking.
Telemarketing Sales Agent
American Support
01.2015 - 03.2016
- Follow a sales method to uncover customer needs, and match appropriate products and services to those needs.
- Access customer account information to determine promotion eligibility.
- Enter sales information into scripting software for reporting purposes.
- Remain current on changes in the service pricing, procedures, order entry process, and sales promotions.
Education
Bachelor of Arts - Liberal Studies
Bethune-Cookman University
Daytona Beach, FL12.2014
High School Diploma - undefined
Stephenson High School
Stone Mountain, GA05.2008
Skills
- Customer engagement
- Effective problem resolution
- Telecommunications systems knowledge
- Dependable performance
- Effective communication
- Strong focus on accuracy
- Accurate data entry
- Conflict resolution
- Customer service expertise
- Creative Problem Solving
Timeline
Lockbox Associate
MediStreams
01.2024 - Current
Auto Insurance Claims Associate
State Farm
02.2022 - 12.2023
Customer Service Representative
Undercover Tourist
12.2020 - 12.2021
Loss Draft Associate
Proctor Financial
10.2019 - 12.2020
Customer Service Representative
SmartContact
08.2018 - 10.2019
TalkSmart Agent
Gubagoo.com
03.2016 - 07.2018
Telemarketing Sales Agent
American Support
01.2015 - 03.2016
High School Diploma - undefined
Stephenson High School
Bachelor of Arts - Liberal Studies
Bethune-Cookman University