KATRINA ARMSTEAD
Southfield,MI
Summary
Personable and deadline-drive Customer Service Representative experienced in working in a fast-paced environment. Solid team player offering a positive and cooperative attitude. Motivated individual with experience in customer service and sales. Skilled in building customer relationships and understanding customer needs. Strong communication and interpersonal skills for providing superior customer service.
Overview
8
8
years of professional experience
Work History
Commercial Lines Senior Account Specialist
Progre
04.2022 - Current
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Provided exceptional support to customers through phone, email, and chat platforms.
- Responded proactively and positively to rapid change.
- Managed high call volumes while maintaining professionalism and friendly demeanor towards customers.
- Implemented and developed customer service training processes.
- Investigated and resolved customer inquiries and complaints quickly.
Customer Service Associate
Sedgwick
01.2019 - Current
- Contributed to business growth by confirming customer satisfaction with service and quality
- Met and exceeded productivity targets by handling every interaction with top-notch customer service
- Supported customer service goals and enhanced relations through friendly, knowledgeable and positive communication
- Documented conversations with customers to track requests, problems and solutions
Customer Service Agent
Alorica
10.2016 - 11.2017
- Investigated and solved routine, complex and long-standing customer issues each day
- Maintained revenue streams by exhausting every option before offering refunds
- Reviewed files, records and other obtained documents to respond to customer requests
- Managed high-volume of inbound and outbound customer calls
- Educated clients on how to navigate company systems and work within established frameworks to obtain desired services
Education
Associate of Science - Mental Health Counseling
Oakland Community College
Bloomfield Hills, MI08.2024
Associate of Science - Business Administration
Virginia College - Birmingham
Birmingham, AL2018
Skills
- Negotiation abilities
- Excellent communication skills
- Avaya software customer management systems
- Excellent multi-tasker
- Inbound and outbound calling
- Detail-oriented
- Cheerful and energetic
- Goal Setting
- Self Motivation
- Multitasking
- Problem-Solving
- Team building
- Active Listening
- Processing payments
- Relationship Building
- Billing resolutions
- Problem-solving abilities
- Issue investigations
- Reliability
Timeline
Commercial Lines Senior Account Specialist
Progre
04.2022 - Current
Customer Service Associate
Sedgwick
01.2019 - Current
Customer Service Agent
Alorica
10.2016 - 11.2017
Associate of Science - Mental Health Counseling
Oakland Community College
Associate of Science - Business Administration
Virginia College - Birmingham
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