Ronda Davis
Walkertown,NC
Summary
Dynamic Customer Service Representative with a proven track record at UnitedHealthcare, excelling in conflict resolution and relationship building. Recognized for enhancing customer loyalty through personalized solutions and active listening. Skilled in data entry and documentation, consistently exceeding performance metrics while fostering positive customer experiences.
Overview
32
32
years of professional experience
Work History
Customer Service Representative
UnitedHealthcare
02.2013 - 05.2025
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Customer Service Representative
American Express
09.1993 - 06.2011
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Participated in training programs to enhance product knowledge and customer service skills.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Education
General Education
East Forsyth High School
Kernersville, NC05-1982
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
- Conflict resolution
- Professional telephone demeanor
- Documentation
- De-escalation techniques
- Customer education
- Research
Timeline
Customer Service Representative
UnitedHealthcare
02.2013 - 05.2025
Customer Service Representative
American Express
09.1993 - 06.2011
General Education
East Forsyth High School
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