Karl Mitchell
Hudson,FL
Summary
Dedicated customer service professional with over 10 years of experience in healthcare, insurance, and banking. Proven ability to resolve complex customer issues, build positive relationships, and deliver compassionate, high-quality support.
Overview
15
15
years of professional experience
Work History
Member Escalation Response Specialist III
Centene Corporation
Tampa, Florida
03.2024 - Current
- Analyzed customer needs and crafted tailored solutions to boost retention and loyalty.
- Functioned as a resource for junior customer service representatives, offering expertise and assistance in managing complex and escalation cases.
- Coordinated with cross-functional teams to tackle customer issues, leveraging strong communication and problem-solving skills, while adhering to industry regulations.
- Executed advanced conflict resolution methods to handle and resolve customer escalations in a fast-paced, remote call center.
Frontline Insurance Professional III
USAA Insurance
Tampa, Florida
02.2023 - 08.2023
- Analyzed member requirements to generate personalized insurance quotes for auto, homeowners, and renters.
- Explained policy coverages, deductibles, and discounts to empower informed decision-making.
- Undertook compliance evaluations to ensure conformity with insurance regulations and privacy standards.
Small Business Customer Support Team Lead
Capital One Financial Corporation
Tampa, Florida
07.2011 - 09.2022
- Resolved complex account issues while ensuring compliance with regulatory standards, boosting team performance.
- Escalated issues to correct individuals when typical procedures did not achieve resolution.
- Guided training initiatives through mentorship of new representatives.
- Engaged in focus groups to optimize computer systems, facilitating the new policy rollout.
- Recognized by supervisors for exceptional customer service skills, consistently receiving positive feedback from clients.
Education
Erwin Technical College
Tampa, FLSkills
- Critical thinking
- Escalation management
- First call resolution
- Skilled in call moderation
- Experience working remote
- Meticulous attention to detail
- Regulatory Compliance
- Expert problem solving
Timeline
Member Escalation Response Specialist III
Centene Corporation
03.2024 - Current
Frontline Insurance Professional III
USAA Insurance
02.2023 - 08.2023
Small Business Customer Support Team Lead
Capital One Financial Corporation
07.2011 - 09.2022
Erwin Technical College