Summary
Work History
Education
Skills
Timeline
Generic

Kathleen Claflin

Sales, Call Center, Customer Service Rep
Daytona Beach,FL

Summary

Diplomatic Customer Service Agent versed in applying strong communication, problem-solving skills and polite, professional demeanor to resolve customer issues and maximize satisfaction. Experienced in exceeding performance goals in fast-paced call center environments. Trained in connecting with customers to build positive relationships and strengthen loyalty. Personable, friendly and solution-oriented CSR/Sales with over 30 years of experience in service and support. Customer-focused team player offering expertise in conflict mediation, time management and sales. Dedicated to customer loyalty and satisfaction.

Work History

Call Center Customer Service Representative

Royal & SunAlliance
Syracuse, NY
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
  • Documented conversations with customers to track requests, problems and solutions.
  • Maintained strong call control and quickly worked through scripts to address problems.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Answered, screened and processed high volume of calls daily with call management system and web-based communications.
  • Assisted 300+ callers per week in fast-paced environment.
  • Processed customer account changes with proprietary software.

Commercial Insurance Outside Sales

Rose & Kiernan
Watertown, NY
  • Educated customers on product features and technical details to highlight benefits.
  • Followed up with customer to identify and resolve service, account or technical issues and maintain satisfaction.
  • Conducted customer needs analysis to deliver relevant products or services.
  • Obtained sales leads through networking groups, referral partners and face-to-face sessions with companies.
  • Conducted site visits to assess needs, demonstrate products and recommend strategic solutions for customer requirements.
  • Generated sales by prospecting, negotiating contracts and closing.
  • Marketed & priced with various insurance companies.

Education

High School Diploma -

IHC
Watertown, NY

Associate of Applied Science - HIT Health Information Technology

McKinley College
Fort Collins, CO
2011

Skills

  • Strong, favorable public contact In person & telecommunications
  • Excellent customer relations
  • Account management
  • Call center operations
  • Payment processing
  • Customer support
  • Presenting & closing on proposals successfully
  • Analyzing & problem solving complex situations
  • Data Entry
  • Inbound and Outbound Calling
  • High-Energy Attitude

Timeline

Call Center Customer Service Representative

Royal & SunAlliance

Commercial Insurance Outside Sales

Rose & Kiernan

High School Diploma -

IHC

Associate of Applied Science - HIT Health Information Technology

McKinley College

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Kathleen ClaflinSales, Call Center, Customer Service Rep