Lilia Burch
Highlandville,MO
Summary
Highley organized and detail-oriented individual with a strong commitment to accuracy. Eager to leverage exceptional typing skills (60 WPM). A quick learner with the ability to handle confidential information discreetly and adapt quickly to new systems and procedures. Dedicated to learning, growing, and succeeding.
Overview
4
4
years of professional experience
Work History
Customer Engagement Expert
ActivEngage Inc.
08.2023 - Current
- Provide real-time chat support to customers looking to purchase a vehicle, schedule services, or resolve general inquiries, ensuring a seamless and positive customer experience.
- Delivered exceptional customer service while multitasking across multiple platforms and windows to manage high-volume interactions effectively.
- Guided potential car buyers through the purchasing process, addressed service inquirers, and provided after-sale support, ensuring customers satisfaction and repeat business.
- Successfully pass monthly chat evaluations and metrics with high ratings, demonstrating strong communication skills, accuracy, and professionalism.
- Conduct training sessions for new hires, helping them to integrate smoothly into the team by sharing best practice and improving team performance.
- Maintain high levels of productivity and performance in a fast-paced, multi-tasking environment, handling multiple customer chats simultaneously without compromising service quality.
Claims Representative
VXI Global Solutions LLC
07.2022 - 08.2023
- Managed inbound calls from customers inquiring about the status of their transportation claims, providing timely and accurate updates on claim progress and payment schedules.
- Assisted customers with filing of new claims, ensuring that all required documentation and details were accurately collected to avoid delays.
- Addressed customer complaints and concerns, working to resolve issues quickly while maintaining professionalism and high levels of customers satisfaction.
- Utilize multiple software systems and windows to research claim statues, payment details, and update records in real-time.
- Managed a high volume of calls daily, consistently meeting or exceeding department goals for call resolution time.
Education
High School Diploma -
Parkview High School
SpringfieldSkills
- CRM software
- Customer service
- Analytical problem-solving
- Effective time management
- Excellent communication skills
- Skilled in MS Office tools
- Strong organizational skills
- 60 WPM typing speed with 95% accuracy
- Remote work experience
- Time management
Timeline
Customer Engagement Expert
ActivEngage Inc.
08.2023 - Current
Claims Representative
VXI Global Solutions LLC
07.2022 - 08.2023
High School Diploma -
Parkview High School