Janet Sumpter
Columbia,SC
Summary
Productive call center representative with several years of experience building rapport with clients and providing quality support. Gifted in answering large volume of customer calls and resolving customer complaints. Recognized for consistently earning top customer satisfaction ratings.
Overview
10
10
years of professional experience
Work History
Telesales Insurance Agent
Teleperformance USA
Columbia, SC
10.2023 - Current
- Developed and implemented sales strategies to increase Medicare enrollment.
- Provided product information and answered questions about Medicare services.
- Maintained accurate records of sales activities and customer interactions.
- Assisted customers with selecting appropriate plans based on their needs.
- Presented and clearly explained insurance policy options based on clients' needs and goals.
- Explained advantages, disadvantages and features of policies to promote sales of Medicare plans.
- Contacted policyholders to explain policies, analyze insurance options and suggest changes and additions to policies.
Customer Service Advocate II
BlueCross BlueShield of SC
Columbia, SC
12.2023 - 05.2024
- Utilized problem solving skills to resolve customer issues quickly and efficiently.
- Followed up on customer inquiries not immediately resolved.
- Attended weekly meetings on changes in processes that affect the organization's ability to provide excellent service.
- Completed continuing education and training programs for professional development.
- Handled escalated calls for front-line associates to address complex issues and restore customer satisfaction.
- Encouraged customers to become self-sufficient with web-based and mobile support tools.
- Assisted with customer inquiries, complaints, and requests for information regarding insurance policies.
- Provided accurate information to customers regarding the claims process.
- Performed follow-up outbound calls where necessary to resolve customer issues quickly.
- Assessed customer needs and provided solutions to resolve their issues in a timely manner.
Insurance Customer Service Representative
TTEC
Columbia, SC
01.2022 - 10.2023
- Greeted customers and provided prompt, courteous service.
- Assisted with customer inquiries, complaints, and requests for information regarding insurance policies.
- Verified accuracy of customer data entered into the system.
- Maintained accurate records of customer interactions and transactions.
- Researched relevant policy information to answer customer questions.
- Ensured compliance with company guidelines and regulatory standards when dealing with customers' accounts or policies.
- Actively participated in training sessions to stay up-to-date on changes in regulations related to insurance policies.
- Navigated computer system to look up customer information and update policies.
Telesales
Everise WFH
Columbia, SC
10.2021 - 01.2022
- Provided advice and guidance to customers regarding health insurance plans, coverage options, and benefits.
- Assessed customer needs and provided tailored solutions for their individual healthcare requirements.
- Processed applications for health insurance policies and ensured accuracy of information provided.
- Reviewed existing policy documents and made necessary changes as per customer requests.
- Resolved customer queries related to health insurance claims, payments, reimbursements.
- Responded promptly to client inquiries via phone, email or other communication channels.
- Collaborated with other departments within the organization to ensure smooth functioning of operations.
- Assisted members to enhance current plans with supplemental benefits to boost sales.
Associate I
Amazon
West Columbia , SC
05.2016 - 09.2021
- Verified accuracy of items picked against packing list.
- Assembled and packed orders according to customer specifications.
- Used handheld scanners to track inventory movement within the warehouse system.
- Identified damaged or defective products upon receipt and reported them accordingly.
- Reported any damages or discrepancies observed during operations to supervisor.
- Followed safety policies, procedures and guidelines to prevent and reduce accidents and injuries.
- Picked and packed orders using pick sheets and RF scan guns for accuracy.
- Trained new employees regarding warehouse procedures and standards.
Customer Service Representative
SYKES
Sumter, SC
04.2015 - 05.2016
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
Education
High School Diploma -
Lakewood High School
Sumter, SCSkills
- Persuasive Selling
- Follow-up skills
- Computer Skills
- CRM Software
- Needs Assessment
- Product Knowledge
- Call Management
- Account updating
- Data Collection
- Multi-Task Management
- Microsoft Outlook
- Active Listening
- Call Center Customer Service
- Outbound call center operations
- Inbound and Outbound Calling
- Health Insurance Sales
- Payment Processing
- Call Control
- Complaint resolution
- Customer Service
- Customer Support
- Written Communication
- MS Office
- Excellent Communication
- Teamwork and Collaboration
Letterdetails
09/19/24, Judy McCoy, Compliance Manager
Timeline
Customer Service Advocate II
BlueCross BlueShield of SC
12.2023 - 05.2024
Telesales Insurance Agent
Teleperformance USA
10.2023 - Current
Insurance Customer Service Representative
TTEC
01.2022 - 10.2023
Telesales
Everise WFH
10.2021 - 01.2022
Associate I
Amazon
05.2016 - 09.2021
Customer Service Representative
SYKES
04.2015 - 05.2016
High School Diploma -
Lakewood High School