Monica Mitchell
Newark,OH
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
11
11
years of professional experience
Work History
Customer Care Specialist
State Farm
Newark, OH
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 - undefined
Newark High School
06.1998
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 - undefined
Newark High School