Hi, I’m
Leena Watson
Data Entry - Remote CSR
Orange,TX
Summary
Dedicated Remote Customer Service Professional with 10+ years of experience delivering exceptional support and managing high-volume data entry tasks. Skilled in resolving customer inquiries via phone, email, and chat while maintaining a 95%+ satisfaction rate. Proficient in CRM systems, data entry software, and multitasking in fast-paced environments. Strong attention to detail, ensuring 100% accuracy in data management and reporting. Adept at building rapport with customers, troubleshooting issues, and streamlining processes to improve efficiency. Reliable, self-motivated, and experienced in thriving in remote work settings. Willing to relocate to: Houston, TX Authorized to work in the US for any employer
Overview
10
years of professional experience
Work History
CCS
Remote Customer Service Representative
02.2023 - Current
Job overview
- Responding to customer inquiries promptly and professionally.
- Resolving complaints and troubleshooting issues efficiently.
- Providing information about products, services, and policies.
- Processing orders, returns, and refunds as needed.
- Maintaining accurate customer records and updating databases.
- Escalating complex issues to the appropriate department when necessary.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Responded to customer requests for products, services, and company information.
ASSURANCE IQ
Licensed Insurance Agent
09.2020 - 03.2023
Job overview
- Meet with clients to understand their insurance needs, financial situations, and risk tolerance. Provide personalized advice on the types and levels of coverage that best suit their requirements.
- Sell various insurance products, such as life, health, auto, home, and business insurance. Explain policy features, benefits, exclusions, and costs to clients.
- Evaluate the risks associated with insuring clients and determine appropriate coverage options. This may involve analyzing clients' personal or Assist clients in selecting, modifying, and renewing insurance policies. Ensure that policies are up-to-date and provide adequate coverage.
- Help clients navigate the claims process, including filing claims, providing necessary documentation, and following up with insurance companies to ensure timely Address client inquiries, resolve issues, and provide ongoing support. Maintain strong relationships with clients to foster trust and loyalty.
- Stay informed about new insurance products, industry trends, and regulatory changes. Continuously update knowledge to offer the best advice and solutions to clients.
- Ensure all activities comply with state and federal insurance regulations. Maintain proper licensing and complete required continuing education courses.
- Build and maintain relationships with insurance carriers, underwriters, and other industry professionals. Attend industry meetings.
- Perform administrative duties such as maintaining client records, preparing reports, and managing paperwork related to policies and claims.
- Calculated quotes and educated potential clients on insurance options.
BEKINS MOVING AND STORAGE
Corporate Call Center Representative
06.2017 - 07.2020
Job overview
- Answer incoming calls and respond to customer inquiries regarding moving services, pricing, availability, and policies in a professional and friendly manner.
- Schedule and coordinate moving appointments, ensuring accurate details are recorded in the company’s scheduling system.
- Provide detailed information about the company’s services, including packing, loading, transportation, and storage options.
- Assist customers with rescheduling, cancellations, or changes to their moving plans.
- Address and resolve customer complaints or concerns promptly, escalating issues to the appropriate department when necessary.
- Maintain accurate and up-to-date customer records in the company’s database.
- Follow up with customers to confirm appointments, gather feedback, and ensure satisfaction with services.
- Collaborate with the moving team to ensure smooth communication and coordination of schedules.
- Meet or exceed performance metrics, including call handling time, customer satisfaction scores, and booking conversion rates.
- Stay informed about company promotions, pricing, and service updates to provide accurate information to customers.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
Brookdale Senior Living
Administrative Assistant
04.2015 - 06.2017
Job overview
- Greet visitors, answer phone calls, and respond to inquiries from residents, families, and staff in a professional and courteous manner.
- Maintain and update resident records, including personal information, medical files, and billing details, ensuring accuracy and confidentiality.
- Schedule appointments, meetings, and activities for residents and staff, coordinating with healthcare providers and external vendors as needed.
- Assist with data entry, filing, and documentation to support daily operations and compliance with regulatory requirements.
- Manage inventory of office supplies and place orders as necessary.
- Process resident admissions and discharges, including preparing paperwork and coordinating with relevant departments.
- Handle financial tasks such as processing invoices, tracking expenses, and assisting with billing or insurance-related inquiries.
- Provide support to the management team by preparing reports, presentations, and correspondence.
- Act as a liaison between residents, families, and staff to ensure clear communication and address concerns promptly.
- Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and experience with electronic health records (EHR) or database systems.
- Strong organizational, time management, and problem-solving skills.
- Excellent communication and interpersonal skills, with a compassionate and patient-centered approach.
- Ability to maintain confidentiality and handle sensitive information with discretion.
- Knowledge of HIPAA regulations and assisted living facility operations.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
Education
North Thurston High SchoolLacey, WA
High school diploma or GED from General Studies
09.1990
Skills
- Professional phone communication
- Proficient in data entry
- Patient management expertise in a clinical setting
- Extensive experience in data entry
- Extensive clerical experience
- Office management expertise
- Extensive experience with multi-line phone systems
- Expertise in typing accuracy
- Extensive experience with Microsoft Outlook
- Proficient in medical terminology
- Proficient in office operations management
- Customer engagement
- Effective listening
- Analytical reasoning
- Accurate data entry
Accomplishments
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
- Supervised team of 8 staff members.
- Cashier - Achieved highest Number of new credit accounts opened within one-month period.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Languages
English
Native or Bilingual
Interests
- Volunteering for community initiatives to give back to local communities and make a positive impact.
- Volunteer Work
- Fundraising Events
- Virtual Reality
- Tech enthusiast, passionate about exploring the latest advancements and innovations.
- Cooking
- Enjoying the art of baking and pastry-making, experimenting with recipes.
- Baking
- Graphic Design
- Crafting and DIY Projects
Timeline
Remote Customer Service Representative
CCS
02.2023 - Current
Licensed Insurance Agent
ASSURANCE IQ
09.2020 - 03.2023
Corporate Call Center Representative
BEKINS MOVING AND STORAGE
06.2017 - 07.2020
Administrative Assistant
Brookdale Senior Living
04.2015 - 06.2017
North Thurston High School
High school diploma or GED from General Studies
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