Noell Hammond
Warner Robins,GA
Summary
Highly proficient Senior Customer Service Representative with demonstrated customer service orientation and interpersonal and communication skills to effectively handle multiple tasks in fast-paced environment. Quality-focused producer consistently meets team and department production targets by delivering strong output to achieve metrics. Mentors new hires and existing staff in call handling best practices to promote accurate and consistent call responses.
Overview
8
8
years of professional experience
Work History
Senior Customer Service Advisor
Concentrix
04.2023 - Current
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Responded to customer calls and emails to answer questions about products and services.
- Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
- Engaged clients over phone to answer questions and address complaints.
- Maintained documentation and resources regarding problem resolution for reference in future instances.
- Resolved computer and system networking problems to maintain user productivity.
- Tracked issue resolution policies to maintain compliance with internal standards.
- Researched and identified solutions to technical problems.
- Responded to customer inquiries and provided technical assistance over phone.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests for products, services, and company information.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Business Development Specialist
Butler Automotive Group
11.2019 - 04.2023
- Conducted regular meetings with service clients to build positive and productive relationships.
- Planned marketing initiatives and leveraged referral networks to promote business development.
- Came up with detailed plans to enhance sales management and prioritize long-term business goals.
- Expanded customer base by identifying needs, developing solutions and delivering client-centered products.
- Communicated with leadership teams by spearheading regular meetings to discuss objectives.
- Maintained extensive knowledge of company products and services to provide top-notch expertise to customers.
- Expanded business through effective network development, identifying new, and prospective clients.
- Brought in new accounts through successful networking strategies and promotional approaches.
- Reviewed client concerns and recommended appropriate changes to supervisors.
- Coordinated innovative strategies to accomplish marketing objectives and boost long-term profitability.
- Utilized knowledge of industry trends to develop value-added solutions and approaches for target audiences.
Auto Liability Adjuster
GEICO
05.2016 - 06.2019
- Obtained and reviewed evidence, reports and medical records.
- Investigated losses and identified coverage issues.
- Handled full in-depth auto coverage for non-standard claims.
- Took statements from insureds, claimants and witnesses.
- Negotiated settlements with claimants and claimants' attorneys.
- Delivered exceptional customer service to policyholders by communicating important information and patiently listening to issues.
- Examined claims forms and other records to determine insurance coverage.
- Conducted day-to-day administrative tasks to maintain information files and process paperwork.
- Identified insurance coverage limitations with thorough examinations of claims documentation and related records.
- Researched claims and incident information to deliver solutions and resolve problems.
- Reviewed police reports, medical treatment records, and physical property damage to determine extent of liability.
- Conducted comprehensive interviews of witnesses and claimants to gather facts and information.
- Investigated and assessed damage to property and reviewed property damage estimates.
- Reviewed new files to determine current status of injury claim and to develop plan of action.
- Determined liability outlined in coverage and assessed documentation such from police and healthcare providers to understand damages incurred.
Education
High School Diploma -
Stockbridge High School
Stockbridge, GAAccounting And Business Management
Georgia Military College - Milledgeville
Milledgeville, GASkills
- Decision Making
- Time Management
- Live Chat Support
- Conflict Resolution
- Call Handling
- Multitasking
Timeline
Senior Customer Service Advisor
Concentrix
04.2023 - Current
Business Development Specialist
Butler Automotive Group
11.2019 - 04.2023
Auto Liability Adjuster
GEICO
05.2016 - 06.2019
High School Diploma -
Stockbridge High School
Accounting And Business Management
Georgia Military College - Milledgeville
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