Mary Kalkowski
Northfield,OH
Summary
Adept at navigating high-stress scenarios, I excelled as a Customer Service Representative at Allstate, enhancing customer loyalty through empathetic conflict resolution and superior service. Leveraging critical thinking and Microsoft Excel proficiency, I consistently surpassed performance goals, contributing significantly to call center success. My approach not only resolved issues efficiently but also fostered trust and satisfaction among clients.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Allstate
08.2016 - Current
- 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.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.
- Consistently met or exceeded performance goals, contributing to the overall success of the call center.
- Adapted quickly to new technologies introduced into the call center environment, utilizing tools effectively during customer interactions.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Utilized CRM software efficiently, updating customer profiles accurately during each interaction.
Education
GED -
Bedford High School
Bedford01-1998
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Call center experience
- Computer proficiency
- Complaint handling
- Microsoft Excel
- Call center operations
- Microsoft outlook
- Product knowledge
- Paperwork processing
- Documentation
Certification
Licensed Processor
Trained on Total loss tasks, LDU Cots task
Timeline
Customer Service Representative
Allstate
08.2016 - Current
GED -
Bedford High School
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