Mysty Blanchard
Asheboro ,NC
Summary
Results-driven Senior Customer Service Representative with over 15 years of experience enhancing customer satisfaction. Expertise in conflict resolution and effective communication streamlines operations and resolves complex inquiries. Strong active listening and adaptability skills foster positive interactions and deliver tailored solutions.
Overview
9
9
years of professional experience
Work History
Senior Customer Service Representative
Safeco Insurance Company
10.2020 - Current
- Serve as primary point of contact for complex inbound/outbound customer calls, handling 60 calls per day on average.
- Act as back-up team lead/supervisor: manage urgent escalations and approve exceptions
- Conduct call audits and process walks to verify disclosures, verifications, and compliance
- Provide real-time coaching and one-on-one/small-group training to new hires and existing staff based on quality findings.
- Collaborate with product, billing, compliance and technical teams to resolve complex cases and identify root causes of repeat issues.
- Mentor front line representatives on best practices in customer service.
- Conducted customer service training for new hires.
Department Manager
Walmart
Waynesboro, Pennsylvania
12.2016 - 10.2020
- Achieved sales and inventory targets through effective merchandising, strategic product placement, and promotional execution.
- Maintained visual merchandising standards and executed planograms to maximize sales.
- Resolved escalated customer issues and implemented service recovery measures to enhance customer satisfaction.
- Conducted inventory counts, reconciled discrepancies, and managed shrink reduction initiatives.
- Trained and mentored staff on company policies and best practices.
- Coached and trained new staff members, providing guidance on department policies and procedures.
- Conducted performance evaluations to facilitate employee development and uphold accountability.
- Collaborated with cross-functional teams on strategic initiatives for store improvement.
- Handled shift overstock, restocking, and inventory control.
Education
High School Diploma -
Mount Si High School
Snoqualmie, WA06-2011
Skills
- Customer support
- Call center experience
- Customer relationship management
- Call control
- De-escalation techniques
- Conflict resolution
- Conflict management
- Call auditing
- Product training
- Process improvement
- Time management
- Attention to detail
- Problem solving
- Team collaboration
- Cross-functional collaboration
- Effective communication
- Email management
Timeline
Senior Customer Service Representative
Safeco Insurance Company
10.2020 - Current
Department Manager
Walmart
12.2016 - 10.2020
High School Diploma -
Mount Si High School