Summary
Overview
Work History
Education
Skills
Timeline
CustomerServiceRepresentative
Margaret Graham

Margaret Graham

Summary

Proven Customer Service Representative at Corebridge Financial, adept in problem-solving and active listening, enhanced customer loyalty and retention through exceptional service and empathy. Skilled in de-escalation techniques and call center operations, consistently exceeded performance metrics, contributing to team's sales growth and service excellence.

Overview

24
24
years of professional experience

Work History

Customer Service Representative

Corebridge Financial (Formally AIG)
03.2000 - 02.2024
  • 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.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Contributed by upselling products and services based on individual customer requirements.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
  • Trained new Customer Service Representatives on company policies, procedures, and best practices.
  • Improved resolution time with effective problem-solving for customer complaints.
  • Conducted training sessions for new hires, ensuring consistent level of service across team.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Maintained up-to-date knowledge of product and service changes.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Trained new personnel regarding company operations, policies and services.
  • Trained staff on operating procedures and company services.
  • Paid attention to detail while completing assignments.
  • Self-motivated, with a strong sense of personal responsibility.
  • Skilled at working independently and collaboratively in a team environment.
  • Excellent communication skills, both verbal and written.
  • Worked effectively in fast-paced environments.
  • Proven ability to learn quickly and adapt to new situations.
  • Worked well in a team setting, providing support and guidance.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Passionate about learning and committed to continual improvement.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Worked flexible hours across night, weekend, and holiday shifts.
  • Organized and detail-oriented with a strong work ethic.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Strengthened communication skills through regular interactions with others.
  • Adaptable and proficient in learning new concepts quickly and efficiently.
  • Developed and maintained courteous and effective working relationships.
  • Demonstrated strong organizational and time management skills while managing multiple projects.

Education

Bachelor Of Business Administration - Business Administration

University of Phoenix
Houston, TX
09.2021

Skills

  • Customer Service
  • Problem-solving abilities
  • Active Listening
  • Critical Thinking
  • Customer Relations
  • Call center experience
  • Problem Resolution
  • Client Relations
  • Customer satisfaction measurement
  • Professional telephone demeanor
  • Call Center Operations
  • Follow-up skills
  • Documentation
  • De-Escalation Techniques

Timeline

Customer Service Representative

Corebridge Financial (Formally AIG)
03.2000 - 02.2024

Bachelor Of Business Administration - Business Administration

University of Phoenix
Margaret Graham