Rosa Flores
Amarillo,TX
Summary
Dynamic Customer Service Representative with proven expertise at Insurance Management Services, excelling in problem resolution and active listening. Recognized as a top performer, I consistently improved resolution times and fostered customer loyalty through empathetic interactions. Proficient in Microsoft Excel, I also trained new hires, enhancing team performance and integration.
Diligent [Desired Position] with solid background in customer service. Proven track record of efficiently resolving customer inquiries and maintaining high satisfaction rates. Demonstrated ability to leverage communication and problem-solving skills to enhance customer experience.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Insurance Management Services
731 N Taylor St. Amarillo, TX 79107
11.2019 - Current
- 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 strong product knowledge to provide informed recommendations based on individual customer needs.
- Assisted customers in navigating company website, improving overall user experience.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Improved resolution time with effective problem-solving for customer complaints.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
Education
High School Diploma -
Caprock High School
05-2015
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Call center experience
- Computer proficiency
- Microsoft Excel
- Professional telephone demeanor
- Microsoft outlook
- Appointment scheduling
Timeline
Customer Service Representative
Insurance Management Services
11.2019 - Current
High School Diploma -
Caprock High School