Perrier Rodolph
New York,United States
Summary
Dedicated Associate with extensive experience collaborating with clients, promptly identifying needs and recommending products and services to accomplish clients' goals. Strong communicator focused on delivering outstanding customer care.
Overview
7
7
years of professional experience
Work History
Career pause
10.2021 - 03.2026
- Planned career pause to pursue personal development and caregiving responsibilities. Open to discussing activities and professional growth during this period.
Client Experience Associate
Policygenius
04.2020 - 10.2021
- Managed the end-to-end coordination of insurance exams, appointments, and interviews for concierge.
- Reduced customer support issues by 30% through the implementation of process improvements based on customer feedback, showcasing proactive problem-solving and operational efficiency.
- Led the management of a high-volume, multi-line phone system, efficiently addressing 45+ inquiries daily regarding underwriting processes, carrier requirements, and service issues; deployed resolution strategies based on client needs and urgency.
- Enhanced customer retention by 35% through exceptional service standards, contributing to team recognition as the 'Outbound Volume Beast' for handling high call volumes.
Customer Service Representative
Plated
01.2019 - 12.2020
- Managed and resolved over 11K tickets across multiple platforms, averaging 230 email responses per week, demonstrating strong task management and problem-solving skills.
- Improved customer satisfaction by achieving a 97% CSAT score and a 91% Quality Assurance Rate through refined customer support strategies and training initiatives.
- Spearheaded a queue reduction initiative, creating a credit and refund solution that resulted in decreased outstanding tickets.
- Trained and mentored team members on best practices in knowledge management, fostering a collaborative learning environment.
Education
Associate of the Arts -
Bronx Community College
New YorkSkills
- Knowledge base management
- Data collection
- KPI tracking
- Conflict resolution
- Product management
- G-Suite
- Confluence
- Five9
- Jira
- Slack
- Customer relationship management (CRM)
- Customer service
Websites
Timeline
Career pause
10.2021 - 03.2026
Client Experience Associate
Policygenius
04.2020 - 10.2021
Customer Service Representative
Plated
01.2019 - 12.2020
Associate of the Arts -
Bronx Community College