James Sweet
Williamstown
Summary
Ambitious and motivated customer service professional with a strong track record of customer satisfaction and meeting client and employer demands. Empathetic, detail-oriented, analytical, and working both individually and as part of a team, my skills have been applied to auto claims, quality and compliance auditing, and most recently CSR work with 180 Medical. Aiming to continue working and improving in customer service or related fields.
Overview
6
6
years of professional experience
Work History
CSR 1
180 Medical
2025.06 - Current
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Sought ways to improve processes and services provided.
- Met customer call guidelines for service levels, handle time and productivity.
Customer Support Pro
Working Solutions, contracting for Intuit TurboTax
2025.01 - 2025.04
- Provided support for customers having issues accessing their accounts, filing taxes or using TurboTax software
- Occasionally upsold customer to higher-tier software
- Computer skills utilized include VPNs, Slack, Salesforce, AWS, and Intuit proprietary software
- Remote
Claims Agent
Foundever, contracting for Liberty Mutual
2023.01 - 2024.05
- Filed auto claims for customers and claimants and updated callers on status of existing auto claims if information was within scope to provide; accurately document calls
- Gave callers peace of mind as claims are often a stressful process
- Scheduled services when appropriate including appraisals, towing, and rentals
- Computer skills utilized include VPNs, VMs, Microsoft Teams, Word, Outlook and Excel, Triton, Avaya, Calabrio, and Liberty Mutual proprietary systems
- Consistently met or exceeded metric goals and frequently assisted other agents, leading to achieving subject matter expert designation
- Performed quality audits and one-on-one agent coaching
- Ensured total alignment with Liberty Mutual's internal data compliance regulations as well as state and federal regulations
- Remote
Business Tax Assistant
Sloane Userva
2020.03 - 2021.07
- Assisted business tax professionals in preparing tax forms for small-to-medium-sized business
- Maintained knowledge of business tax forms and tax situations that could change which forms were needed or what information needed to be entered
- Participated in meetings with clients and provided input when called upon
- Computer skills utilized included VPNs, Slack, Zoom, and the company's proprietary software
- Remote
Education
GED -
Skills
- People skills
- Phone etiquette
- Great communicator
- Leadership
- Teamwork
- Empathy
- De-escalation
- Active listening
- Time management
- Multitasking
- Creative problem-solving
- Root cause analysis
- Detail-oriented
- Data compliance
- Organizational skills
- Microsoft Teams, Word, Excel, and Outlook
- Data entry
Timeline
CSR 1
180 Medical
2025.06 - Current
Customer Support Pro
Working Solutions, contracting for Intuit TurboTax
2025.01 - 2025.04
Claims Agent
Foundever, contracting for Liberty Mutual
2023.01 - 2024.05
Business Tax Assistant
Sloane Userva
2020.03 - 2021.07