NauTica Hill
Customer Service Professional
Norfolk,VA
Summary
Results-oriented customer service professional with over seven years of experience delivering exceptional service and showcasing adaptability in high-volume front-facing and call center environments. Proven expertise in managing customer accounts, troubleshooting issues, and efficiently resolving complex inquiries. Demonstrated ability to build and maintain customer relationships, ensuring their satisfaction while adhering to company standards and protocols.
Overview
5
5
years of professional experience
Work History
Remote Customer Service Rep
E-solutions Usa
Remote, VA
02.2024 - 12.2024
- Managed customer inquiries: over 50 daily contacts via phone, email, and live chat, resolving billing, payment, and service issues.
- Account Maintenance: Updated and sustained customer accounts, processing changes, disputes, and billing corrections for accuracy.
- Customer Satisfaction: Achieved 90% QA and customer satisfaction rating by providing timely solutions tailored to customer needs.
- Billing Collaboration: Collaborated with billing department to resolve discrepancies, ensuring accurate charges and services.
Remote Customer Service Associate
Robert Half Agency
Remote, NC
09.2023 - 01.2024
- Handled returns and exchanges professionally, retaining customer trust while adhering to company guidelines.
- Attended to customer complaints, and processed product return or replacement requests.
- Managed high-stress situations effectively, maintaining professionalism under pressure, while resolving disputes or conflicts.
- Answered a constant flow of customer calls with minimal wait times, with a QA score of 95%.
Remote Customer Service Associate
Liberty Mutual
Remote, NC
03.2023 - 11.2023
- Increased customer satisfaction by providing personalized auto insurance solutions tailored to individual needs.
- Enhanced customer experience by promptly addressing inquiries and resolving issues related to auto insurance policies.
- Performed comprehensive needs assessments to recommend optimal coverage solutions.
- Achieved a 15% retention rate by effectively addressing client insurance requirements.
Remote Customer Service Rep
IBEX Global
Hampton, VA
11.2022 - 03.2023
- Strengthened customer relations through empathetic issue resolution, driving increased patronage by 2%.
- Supported patients by providing clear explanations on insurance benefits, coverage limitations, and out-of-pocket costs.
- Streamlined communication between patients and healthcare providers for efficient appointment scheduling and follow-ups.
- Handled sensitive patient information with confidentiality, adhering to HIPAA regulations at all times.
Customer Service Supervisor
Harris Teeter
Virginia Beach, Virginia
02.2022 - 09.2022
- Delivered exceptional service while maintaining the highest ethical standards.
- Resolved customer complaints by implementing immediate solutions.
- Prepared feedback summaries to share insights with management.
Customer Service Associate Cashier
Wawa
Virginia Beach, VA
10.2021 - 07.2022
- Handled high customer volumes effectively while maintaining positivity.
- Handled cash and credit transactions accurately, ensuring a proper balance at the end of each shift.
- Managed high-volume customer traffic during peak hours while maintaining efficiency and accuracy in transactions.
- Developed a strong rapport with regular customers through friendly interactions and personalized service.
Inbound Call Center Representative
Innovative Call Center Service
Atlanta, GA
06.2020 - 01.2021
- Collaborated with manufacturers and vendors to acquire in-depth product knowledge.
- Streamlined call center operations by implementing efficient processes and procedures.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Sought ways to improve processes and services provided.
Education
High School Diploma -
Woodrow Wilson High School
Portsmouth, VA06-2017
Skills
- Customer Account Management
- Issue Resolution and Troubleshooting
- Data Entry and Account Updates
- Billing and Payment Processing
- Service Orientation
- Expert-level Microsoft system competencies
- Interpersonal Conflict Resolution Techniques
- Multi-tasking and effective time management
- CRM and Call Center Software (Salesforce)
- Attention to Detail
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Remote Customer Service Rep
E-solutions Usa
02.2024 - 12.2024
Remote Customer Service Associate
Robert Half Agency
09.2023 - 01.2024
Remote Customer Service Associate
Liberty Mutual
03.2023 - 11.2023
Remote Customer Service Rep
IBEX Global
11.2022 - 03.2023
Customer Service Supervisor
Harris Teeter
02.2022 - 09.2022
Customer Service Associate Cashier
Wawa
10.2021 - 07.2022
Inbound Call Center Representative
Innovative Call Center Service
06.2020 - 01.2021
High School Diploma -
Woodrow Wilson High School
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