JUDITH CHARGER
Sandy,UT
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Customer Service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
Highmark Blue Cross Blue Shield
03.2022 - 03.2024
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues on daily basis.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Fostered customer-centric culture within team by consistently reinforcing importance of empathy, understanding, and patience in all interactions with clients.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Human Resources Assistant
US Forest Service
11.2018 - 03.2022
- Assisted with on-boarding process of new hires.
- Answered and directed outbound and inbound phone calls.
- Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
- Maintained customer happiness with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered constant flow of customer calls with up to 60 calls in queue per minute.
- Helped employees register for benefits programs using online portals.
- Processed documentation for employee actions such as new hires, grievance resolutions and terminations.
Case Manager
International Hotel Group Inc
03.2012 - 03.2018
- Assist guest with quality service issues.
- Make monetary decisions on a case by case situation Document all cases and concerns along with outcome
- Make reservations for Priority Club Members Make sure hotels were in compliance with IHG standards
- Forwarded cases to other areas of corporation as dictated by policy and issue needing resolution
- Resolved issues in timely manner Assisted with Kimpton Hotel conversion Worked with team to implement new training tools.
- Improved client satisfaction by efficiently addressing concerns or grievances in a timely manner.
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
Education
Medical Billing and Office Management Certificate - undefined
Salt Lake Community College
Salt Lake City, UT6.1993
High School Diploma -
West Jordan High School
West Jordan, UT6.1984
Skills
- Self-motivated
- Strong verbal communication
- Extremely organized
- Creative problem solver
- Strong client relations
- MS Windows proficient
- Quick learner
- Exceptional communication skills
- Staff development
- Data Entry
- Customer Service
- Microsoft Outlook
- Call center experience
- Employee Relations
Timeline
Customer Service Representative
Highmark Blue Cross Blue Shield
03.2022 - 03.2024
Human Resources Assistant
US Forest Service
11.2018 - 03.2022
Case Manager
International Hotel Group Inc
03.2012 - 03.2018
Medical Billing and Office Management Certificate - undefined
Salt Lake Community College
High School Diploma -
West Jordan High School
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