Summary
Overview
Work History
Education
Skills
Officeskills
References
Timeline
Generic

Kelly Abate

Waterford,MI

Summary

Highly organized Client Service Representative with over 10 years of experience in the customer service field and possesses strong communication, problem-solving, and multitasking skills. Skilled in building strong relationships with clients and providing quality service.

Overview

15
15
years of professional experience

Work History

Client Service Coordinator Shift Lead

Banfield Pet Hospital
03.2011 - Current
  • Performed clerical duties of the front desk; answering phones, faxing, answering client questions, making copies.
  • Educated clients on account services and resolved client inquiries regarding statement information and account balances.
  • Conducted training and mentored team members to promote productivity and commitment to friendly service.
  • Managed receptionist area by greeting visitors, responding to telephone, and email inquiries and providing information for in-person requests.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Maintained accurate record-keeping with proactive attention to client information updates.
  • Coordinated with operations staff to resolve service problems and boost client satisfaction.
  • Responded to customer calls and emails to answer questions about products and services.
  • Communicated with clients regarding account services, statements, and balances.
  • Utilized active listening skills to identify customer needs and provide appropriate solutions.
  • Trained and supervised junior customer service representatives on best practices to meet organization goals.
  • Established team priorities, maintained schedules and monitored performance.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.

Customer Service Representative

Insurance Advisors Inc.
10.2013 - 07.2015
  • Greeted and built relationships with clients
  • Serviced current Home/Auto policies
  • Performed clerical duties of the front desk; answering phones, faxing, answering guests questions, making copies.
  • Worked with/ built relationships with multiple insurance companies
  • Worked with insurance adjusters and underwriters
  • Processed customer service orders promptly to increase customer satisfaction.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Delivered prompt service to prioritize customer needs.
  • Responded to customer requests for products, services, and company information.
  • Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
  • Tracked customer service cases and updated service software with customer information.

Front Desk Attendant

Navy Lodge
10.2009 - 03.2011
  • Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
  • Introduced customers to resort amenities with pleasant and helpful demeanor.
  • Entered and updated sensitive customer information during check-ins and room changes.
  • Issued room keys to guests upon check-in and answered questions regarding proper use.
  • Answered multi-line phone system and transferred callers to appropriate department or staff member.
  • Took reservations over phone, in person, and via computer for guests and provided confirmation information.
  • Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
  • Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.

Education

Bachelors of Science - Hospitality and Tourism Management

Grand Valley State University
Grand Rapids, MI
12.2007

Skills

  • Exceptional communication
  • Client Relationship Building
  • Account Management
  • Client Relations
  • Customer Support
  • Payment Processing
  • Outbound Calling
  • Complaint Handling
  • Time management expertise
  • Proficient in Petware
  • Scheduling and Planning
  • Training and mentoring

Officeskills

  • Microsoft Office
  • Microsoft Excel
  • Microsoft Power point
  • Adobe
  • Efficient with multi-line phones
  • Very organized
  • Extremely motivated
  • Immense customer service skills
  • Great phone etiquette

References

Upon Request

Timeline

Customer Service Representative

Insurance Advisors Inc.
10.2013 - 07.2015

Client Service Coordinator Shift Lead

Banfield Pet Hospital
03.2011 - Current

Front Desk Attendant

Navy Lodge
10.2009 - 03.2011

Bachelors of Science - Hospitality and Tourism Management

Grand Valley State University

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Kelly Abate