Rachel Headrick

• Maintained accurate and current customer account data with manual forms processing and digital information updates.
• Met all customer call guidelines including service levels, handle time and productivity.
• Trained new personnel regarding company operations, policies and services.
• Assisted customers by listening closely, finding solutions to problems and making recommendations based on extensive retirement plan knowledge.

 Established and maintained contact with creditors for the purpose of negotiating accounts on behalf of our clients.

• Ability to communicate on all levels via various media, phone, fax, direct, email.
• Responded to all customer inquiries thoroughly and professionally.
• Answered an average of 100 calls per day by addressing customer inquiries, solving problems and providing new product information.

• Coached new telephone agents on their service techniques and provided scoring through the company’s quality assurance program.
• Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.
• Stepped up to assist the customer service manager with complaints and issues during times when the department was short-staffed.
• Resolved customer service issues using company processes and policies and provided updates to customers.
• Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.

• Oversaw office inventory activities, including ordering and requisitions, stocking, and supplies
• Established efficient workflow processes, monitored daily productivity and implemented modifications to improve overall effectiveness of office personnel and activities.
• Ordered all office supplies including ink cartridges, toner, and paper.
• Kept reception area clean and neat to give visitors a positive impression of the company.
• Faxed and email insurance documents requested by the customers
• Made changes on polices per the customers request