customer service specialist
Lisa Gale
Sedgwick Claims Management Sevices
COLUMBUS,OH
13
Years of experience
Detail-oriented Customer Service Representative with extensive experience in supporting customers through various communication channels. Managed high-volume queues while delivering quality service, resolving issues efficiently, and fostering strong team relationships. Focused on enhancing customer satisfaction and building positive relationships through effective communication and problem-solving.
Work History
Senior Customer Service Specialist
9 Years 7 Months- Mentored junior team members, sharing best practices and fostering a supportive work environment conducive to growth.
- Provided exceptional support during high-traffic periods, maintaining professionalism under pressure and minimizing disruptions in service levels.
- Maintained up-to-date knowledge of product and service changes.
- Escalated issues to proper supervisors when standard processes were not effective.
- Delivered prompt service to prioritize customer needs.
- Educated customers about billing, payment processing and support policies and procedures.
- Investigated and resolved customer inquiries and complaints quickly.
- Coached teammates on service standards, communication, and issue resolution techniques.
- Collaborated with cross-functional teams to develop new strategies for enhancing the overall customer experience.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Improved customer satisfaction rates by efficiently addressing and resolving complex issues in a timely manner.
- Exceeded customer expectations through the provision of personalized service and genuine empathy during difficult situations, resulting in increased loyalty and repeat business.
- Managed high-volume call center operations, ensuring prompt service and reduced wait times for customers.
- Promptly responded to inquiries and requests from prospective customers.
- Handled sensitive customer data responsibly, adhering strictly to privacy regulations and safeguarding confidential information from unauthorized access or disclosure.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Customer Service Representative
2 Years 8 Months- Managed inbound customer calls and resolved billing, service, and account inquiries with accuracy.
- Documented interactions in CRM systems and maintained detailed case notes for follow-up.
- Assisted customers through chat, email, and phone using scripted support and active listening.
- De-escalated frustrated callers by applying empathy, policy knowledge, and clear communication.
- Updated account information and verified customer details to support compliant service delivery.
- Collaborated with supervisors to handle complex escalations and improve service consistency.
- Maintained quality standards by following procedures, meeting performance expectations, and reinforcing product knowledge.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- 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.
- 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.
- 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.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Education
High School Diploma
- Completed AP course in Algebr II and Trigonometry
- Relevant Coursework: Accounty & German
- Professional Development: Accounting
Skills
Customer service
Problem-solving
Critical thinking
Decision-making
Attention to detail
Time management
Organization and time management
Multitasking
Calm under pressure
Calm under pressure
Active listening
Excellent communication
Verbal communication
Stress management
Flexible and adaptable
Dependable and responsible
Friendly
positive attitude
Computer skills
Problem resolution
Relationship building
Accomplishments
- Achieved quilting by introducing youTube for cutting,piecing and quilting tasks.
Interests
Knitting and Crocheting
Enjoy participating in quiltingfor overall physical and mental well-being.
DIY and Home Improvement
I like looking at the stars and learning about constellations.
Experimenting with different creative mediums
like cutting
piecing
and quilting
to expand skills and techniques.
Crafting and DIY Projects
Participating in various activities
including insulating
electrical installation
and waterline installation of cabin on 10 acres.
Coding and Programming
Astrology
Embracing outdoor adventures such as converting cabin and making it a livable homestead.
Road Trips
Personal Development and Self-Improvement
Timeline
Senior Customer Service Specialist
Sedgwick Claims Management Sevices
09.2015 - 04.2025Read More
Customer Service Representative
Teleperformance USA
10.2012 - 06.2015Read More
Bishop Watterson High School
High School Diploma
Read More