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
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
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