Monica Mitchell
Newark
Summary
Dynamic Customer Care Specialist with a proven track record at State Farm, excelling in customer service excellence and first call resolution. Skilled in active listening and problem-solving, I effectively reduced customer complaints while enhancing satisfaction through empathetic communication and efficient issue resolution. Committed to maintaining professionalism under pressure.
Overview
9
9
years of professional experience
Work History
Customer Care Specialist
State Farm
11.2015 - Current
- I assist a large volume of customers every day with positive attitude and focus on customer satisfaction.
- Verify accuracy of customer account information and update when necessary.
- Took ownership of customers issues to follow problems through to resolution.
- Provide exceptional support during high call volume periods, maintaining a professional demeanor under pressure.
- Respond to customer inquiries via phone, email and web-based platforms.
- Reduce customer complaints by efficiently resolving issues through effective communication and problem-solving skills
- Enhance customer satisfaction by promptly addressing concerns and providing accurate information.
- Manage difficult customer situations with empathy and understanding, ultimately defusing tensions and finding mutually agreeable resolutions.
- Navigate multiple computer systems and applications to find information.
- Log call information and solutions provided into internal database
- Exhibit high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
Education
High School Diploma - General Education
Newark High School
Newark, OH06.1998
Skills
- Customer service excellence
- Inbound customer service
- Product knowledge
- Documentation and reporting
- First call resolution
- Multitasking and organization
- Active listening
- Adaptability and flexibility
- Decision-making
- Punctuality and reliability
Timeline
Customer Care Specialist
State Farm
11.2015 - Current
High School Diploma - General Education
Newark High School
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