Kim Lavigne
Manchester
Summary
Dynamic Broker Service Representative at Anthem Inc, recognized for enhancing client satisfaction through exceptional service and critical thinking. Proven ability to resolve conflicts and foster loyalty, while maintaining strong product knowledge. Skilled in multitasking and collaboration, I consistently deliver effective solutions that drive positive outcomes for both clients and the organization.
Overview
24
24
years of professional experience
Work History
Broker Service Representative
Anthem Inc
08.2021 - Current
- Improved client satisfaction by providing exceptional customer service and addressing their inquiries promptly.
- Collaborated with clients to maintain relationships and provide customers with thorough support and guidance.
- Developed and maintained strong knowledge of multiple products and varying levels of benefits within each product.
- Completed training programs to remain updated and further develop proficiency of important industry information.
- Conducted research to answer questions and handle issues using multiple systems and resources.
Customer Service Representative
Anthem, Inc.
03.2001 - 08.2021
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Education
High School Diploma -
Memorial High School
Manchester, NH06-1987
Skills
- Goal-oriented mindset
- Follow-up skills
- Multitasking Abilities
- Critical thinking
- Organizational skills
- Active listening
- Adaptability and flexibility
- Teamwork and collaboration
- Self motivation
Timeline
Broker Service Representative
Anthem Inc
08.2021 - Current
Customer Service Representative
Anthem, Inc.
03.2001 - 08.2021
High School Diploma -
Memorial High School
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