Rhonda McConville
Kaleva,MI
Summary
Dynamic Customer Service Representative with a proven track record at Mark Rzepka State Farm, excelling in complaint handling and relationship building. Leveraged active listening and critical thinking to resolve conflicts, enhancing customer loyalty and driving sales growth through tailored product recommendations. Committed to delivering exceptional service in high-pressure environments.
Overview
18
18
years of professional experience
Work History
Customer Service Representative
Mark Rzepka State Farm Insurance
12.2022 - 12.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Boosted sales revenue by identifying customer needs and recommending appropriate products or services.
- Built rapport with customers through empathetic listening and understanding their unique needs or preferences.
Customer Service Representative
Chuck Spinale State Farm Insurance
04.2007 - 12.2022
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
Education
Licensed Property & Casualty Insurance Agent -
State of Michigan Insurance Bureau
Lansing, MIPlymouth Christian Academy
Plymouth, MISkills
- Customer service
- Active listening
- Critical thinking
- Payment processing
- Complaint handling
- Relationship building
Timeline
Customer Service Representative
Mark Rzepka State Farm Insurance
12.2022 - 12.2024
Customer Service Representative
Chuck Spinale State Farm Insurance
04.2007 - 12.2022
Licensed Property & Casualty Insurance Agent -
State of Michigan Insurance Bureau
Plymouth Christian Academy
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