Michelle Taylor
Whittier,CA
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
20
20
years of professional experience
Work History
Customer Service Rep / Claims Supervisor
RPM Transportation / Royal Hawaiian Express
Fullerton, CA
10.2004 - 04.2024
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Developed strong relationships with customers by providing personalized assistance and support.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Developed strong customer relationships to encourage repeat business.
- Consulted with customers to resolve service and billing issues.
- Set up and activated customer accounts.
- Educated customers on special pricing opportunities and company offerings.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Made outbound calls to obtain account information.
- Mentored new employees on procedures and policies to maximize team performance.
- Supported sales team members to drive growth and development.
- Prevented key account losses by researching discrepancies and correcting problems.
- Provided guidance, assistance and training to new staff on the proper procedures for handling customer inquiries and complaints.
- Developed departmental policies and procedures for processing claims according to applicable laws and regulations.
- Reviewed and approved payments made on insurance claims within established guidelines.
- Maintained records of all correspondence sent out by the department relating to individual claims processed.
- Evaluated and motivated employees to continuously develop and grow in both performance and knowledge.
- Trained new team members on policies and procedures for claims handling.
Education
High School Diploma -
La Habra High School
La Habra, CA06-1993
Skills
- Customer Feedback Management
- Inventory Assistance
- Customer Needs Assessment
- Customer Experience Improvement
- Team Training And Development
- Customer Complaint Resolution
- Customer Service Excellence
- Problem-Solving
- Inter-Department Collaboration
- Problem Resolution
- Customer Engagement
- Outstanding Communication Skills
- Outbound Calling
- Team Member Training
- Documentation And Reporting
- New Hire Training
- Data Entry Skills
- Problem-Solving Abilities
- High-Energy Attitude
- Positive And Professional
Timeline
Customer Service Rep / Claims Supervisor
RPM Transportation / Royal Hawaiian Express
10.2004 - 04.2024
High School Diploma -
La Habra High School
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