Summary
Work History
Education
Skills
Accomplishments
Timeline
Languages
Affiliations
pwb

Katrina Nelson

Blanchard,LA

Summary

Hardworking customer service representative assessed charges for services requested or collected deposits and payments. Contacted customers regarding status updates or adjustments. Trained customers on new policies or procedures and responded to emails or messages in timely manner.

Work History

Customer Service Representative

ADT Security
01 2021 - 05 2023
  • Answered constant flow of customer calls with minimal wait times.
  • Updated account information to maintain customer records.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Responded to customer requests for products, services, and company information.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Tracked customer service cases and updated service software with customer information.
  • Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
  • Improved communication between departments by facilitating interdepartmental meetings focused on problem-solving strategies for common issues affecting customers'' experiences.

Insurance Customer Service Representative

All state
06 2023 - 04 2024
  • Responded to customer requests for products, services, and company information.
  • Consistently met or exceeded performance goals related to both sales targets and customer service metrics.
  • Trained new customer service representatives on best practices, policies and procedures.
  • Assisted colleagues in resolving complex cases by sharing knowledge of policies and best practices when needed.
  • Liaised with insurance carriers to resolve billing errors and discrepancies.
  • Handled sensitive customer information with discretion, adhering to strict data privacy regulations at all times.
  • Maintained high standards of customer service by building relationships with clients.
  • Approached potential clients by using direct marketing mailings and phone contacts.

Education

Diploma - Business

Huntington High School
05.2020

Associate - Business

Southern University at New Orleans
05.2022

Skills

  • Policy understanding
  • Client Education
  • Direct Sales
  • Account Management
  • Customer Service
  • Quality Control
  • Call Documentation
  • Computer Skills
  • Analytical Skills
  • Relationship Building
  • Staff education and training

Accomplishments

  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Resolved product issue through consumer testing.
  • Compiled inventory lists and worked with vendors for product pricing and special orders. Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with 100% accuracy rate.
  • Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.

Timeline

Customer Service Representative

ADT Security
01 2021 - 05 2023

Insurance Customer Service Representative

All state
06 2023 - 04 2024

Diploma - Business

Huntington High School

Associate - Business

Southern University at New Orleans

Languages

English
Full Professional
Spanish
Full Professional

Affiliations

  • Project Management Institute
  • American Marketing Association
  • International Association of Administrative Professionals

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Katrina Nelson