LINDSAY SOUTHERLAND
Knoxville,TN
Summary
Customer Service Agent with over 18 years of diverse experience in counseling, insurance, and customer service, adept at enhancing client satisfaction and operational efficiency. Skilled in managing large client portfolios, resolving complex customer Issues, and driving significant improvements in client satisfaction metrics. Committed to leveraging extensive industry knowledge and problem- solving abilities to excel in customer service roles.
Overview
19
19
years of professional experience
Work History
Customer Service Sales Representative
A1 Medical Supplies
06.2024 - Current
- Recorded accurate and efficient records in patient EMR.
- Contributed to team objectives in fast-paced environment.
- Managed high- volume inbound and outbound calls in a fast- paced environment
- Collaborated effectively within a team to ensure customer satisfaction
- Utilized problem- solving skills to address and resolve customer queries swiftly.
- Stayed current on company offerings and industry trends.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Responded to customer requests for products, services, and company information.
Family Service Counselor
Dignity Memorial
05.2023 - 04.2024
- Provided empathetic support to grieving families
- Expertly guided families through the memorial planning process
- Collaboratively worked with team to ensure seamless service delivery
- Innovatively solved problems to meet unique family needs
- Boosted client satisfaction by 20% through compassionate service
- Eager to apply analytical skills to solve complex problems and drive company success
- Fostered emotional resilience among clients during sensitive times.
Insurance Agent
Assurance, Select Quote
09.2021 - 12.2023
- Provided top-notch insurance services at Assurance and Select Quote
- Exceeded sales goals consistently from Sep 2021 to Dec 2023
- Applied extensive insurance expertise to advise clients
- Tackled intricate customer concerns, elevating client trust
- Enhanced firm's competitive edge with creative sales tactics
- Managed 150+ client accounts, ensuring accuracy in policy details and terms
- Provided expert guidance to clients, enhancing understanding of complex policies.
Customer Service Representative
Aerocare Holdings
11.2019 - 04.2021
- Managed high-volume inbound and outbound calls in a fast-paced environment
- Demonstrated proficiency in DME and insurance policy knowledge
- Achieved a consistent 30% close rate, contributing to company's revenue growth
- Collaborated effectively within a team to ensure customer satisfaction
- Utilized problem-solving skills to address and resolve customer queries swiftly
- Streamlined customer issue resolution, enhancing service efficiency.
Kindergarten Teacher
Knox County Schools
07.2005 - 05.2012
- Devised innovative lesson plans aligning with state standards
- Managed a safe and conducive learning environment
- Led Kindergarten department, enhancing learning outcomes
- Implemented effective behavioral management strategies
- Boosted student engagement and participation.
Education
Bachelors Degree in Education -
Tennessee Technological University
Knoxville, TN05.2005
Skills
- Patient Medical Records Maintenance
- Interpersonal Skills
- HIPAA Compliance
- Active Listening
- Insurance verification
Timeline
Customer Service Sales Representative
A1 Medical Supplies
06.2024 - Current
Family Service Counselor
Dignity Memorial
05.2023 - 04.2024
Insurance Agent
Assurance, Select Quote
09.2021 - 12.2023
Customer Service Representative
Aerocare Holdings
11.2019 - 04.2021
Kindergarten Teacher
Knox County Schools
07.2005 - 05.2012
Bachelors Degree in Education -
Tennessee Technological University
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