Summary
Overview
Work History
Education
Skills
Timeline
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Jill Black

Taylorsville,UT

Summary

Proven Customer Service Manager with a track record of enhancing customer satisfaction and loyalty at Roy Rushton Insurance Agency. Excelled in problem-solving and customer relations, significantly reducing complaints by implementing effective solutions. Skilled in Microsoft Office and adept at managing high-stress situations. Customer service management professional experienced with inbound and outbound customer service and collections. Personable personality that helps avoid call escalations.

Overview

17
17
years of professional experience

Work History

Customer Service Manager

Roy Rushton Insurance Agency
05.2019 - Current
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Took ownership of customer issues and followed problems through to resolution.
  • Reduced customer complaints, proactively addressing issues and implementing effective solutions.
  • Followed through with client requests to resolve problems.
  • Developed strong relationships with clients, ensuring their needs were met consistently and promptly.
  • Received and processed client payments.
  • Provided insurance quotes to clients from various companies.

Customer Service Representative

Discover Card Financial Services
01.2008 - 09.2008
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Processed and documented customer payments.

Education

GED -

Granite Connection High School
Salt Lake City, UT
06.2024

Skills

  • Customer Service
  • Problem-Solving
  • Microsoft Outlook, Word, and Excel
  • Customer-focused
  • Customer Relations
  • Time Management
  • Cash Handling

Timeline

Customer Service Manager

Roy Rushton Insurance Agency
05.2019 - Current

Customer Service Representative

Discover Card Financial Services
01.2008 - 09.2008

GED -

Granite Connection High School

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Jill Black