Retisa Lee
Customer Relations
Wayne,MI
Overview
5
5
years of professional experience
3
3
years of post-secondary education
Work History
Customer Care Specialist
Farmers Insurance Company
Remote, MI
05.2022 - 07.2023
- Identified, researched and resolved billing variances to maintain system accuracy and currency.
- Helped large volume of inbound customer calls every day with positive attitude and focus on customer satisfaction.
- Troubleshot internet and connectivity issues.
- Handled high volume of in-bound calls pertaining to reconciliation of delinquent accounts.
- Used data entry skills to accurately document and input statements.
- Managed invoicing and payment processing operations.
- Streamlined operational efficiencies by managing accounts and contracts and processing system orders and cancellations.
- Identified payment trends and adjusted billing processes accordingly to retain customers.
Customer Claims Representative
American Airlines
Romulus, MI
03.2018 - 05.2022
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Updated records when lost, delayed or pilfered bags were found.
- Logged bags and flights upon arrival to airport or baggage areas.
- Fielded customer complaints and comments about baggage services.
- Examined reports, accounts, and evidence to determine integrity and accuracy of information.
- Followed up with customers on unresolved issues.
- Updated claims system to track claim status and provide relevant information to other department.
Education
High School Diploma - General Studies
American High School
08.2006 - 06.2009
Summary
Professional Customer Specialist motivated to provide highest quality customer experience. Strong administrative and organizational skills. Dedicated to increasing customer satisfaction and retention through efficient and accurate problem resolution.
Skills
Microsoft Office