Kimberly ODaniel
Lakeland,FL
Summary
At Geico, I excelled as a Customer Service Representative, leveraging my time management and active listening skills to enhance customer satisfaction and loyalty. Recognized for resolving high-stress situations with empathy and professionalism, I consistently exceeded performance metrics, contributing to sales growth and team development through effective coaching and mentoring.
Overview
21
21
years of professional experience
Work History
Customer Service Representative
Geico
Lakeland, LA
03.2000 - 01.2021
- 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 strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Participated in training programs to enhance product knowledge and customer service skills.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Promptly responded to inquiries and requests from prospective customers.
- Trained new personnel regarding company operations, policies and services.
- Identified and resolved discrepancies and errors in customer accounts.
Education
Insurance - Insurance And Risk Management
Polk State College Collegiate High School
Lakeland, FL03.2000
Skills
- Microsoft Office
- Insurance Claims Review
- Claims Investigation
- Time Management
Timeline
Customer Service Representative
Geico
03.2000 - 01.2021
Insurance - Insurance And Risk Management
Polk State College Collegiate High School