Ladonna Gray
Summary
Proven customer service expert with a track record of resolving complex issues, enhancing customer loyalty at The Hartford. Skilled in active listening and critical thinking, I significantly improved client retention and satisfaction. Demonstrates exceptional problem-solving abilities and call center expertise, ensuring high-quality service delivery and operational excellence. Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
20
20
years of professional experience
Work History
Customer Service Representative
The Hartford
01.2017 - 09.2024
- 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.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
Assistant Manager
Elegant Beauty
01.2015 - 01.2017
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
Disability Benefits Manager Intake rep
Broadspire/Aetna
05.2004 - 01.2016
- Managed FMLA administration, coordinating leave requests and tracking time off for compliance purposes.
- Audited benefit programs and agreements to optimize service delivery.
- Educated staff on the value of their benefits package through training sessions and informational materials.
- Conducted regular audits of benefit plans to identify discrepancies and maintain accuracy in records.
- Assessed client requirements and developed targeted benefits solutions.
- Assisted employees with resolving complex benefit-related issues, providing timely support and guidance.
- Improved benefits communication, resulting in increased employee understanding and participation.
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Problem Resolution
- Call center experience
- Conflict Resolution
- Complaint Handling
- Complaint resolution
- Customer satisfaction measurement
- Call Center Operations
Accomplishments
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Languages
French
Professional Working
Timeline
Customer Service Representative
The Hartford
01.2017 - 09.2024
Assistant Manager
Elegant Beauty
01.2015 - 01.2017
Disability Benefits Manager Intake rep
Broadspire/Aetna
05.2004 - 01.2016
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