Rosa Peoples
Decatur,GA
Summary
Results-driven customer service representative with proven skills in enhancing customer satisfaction, effective communication, and process improvement.
Detail-oriented professional with experience in call center operations and claims management. Expert in data entry and resolving customer inquiries, contributing to improved retention rates and streamlined processes.
Overview
11
11
years of professional experience
Work History
Call Center Customer Service Representative
Spirit Airlines Inc.
2025.09 - 2026.05
- Resolved customer inquiries effectively, enhancing overall satisfaction and loyalty.
- Utilized CRM software to document interactions and streamline support processes.
- Trained new staff on call handling protocols and customer service best practices.
- Implemented process improvements that reduced average call handling time significantly.
Claims Representative Remote
State Farm
2022.05 - 2024.09
- Managed complex claims processes, ensuring adherence to regulatory guidelines and company policies.
- Resolved customer inquiries efficiently, enhancing client satisfaction and retention rates.
- Collaborated with cross-functional teams to streamline claims handling procedures and improve resolution timelines.
- Analyzed claim data to identify trends, contributing to strategic decision-making for process improvements.
Assistant Manager
Dollar General
2019.06 - 2022.07
- Led daily store operations to ensure efficiency and adherence to company standards.
- Trained and mentored new team members on customer service best practices and operational procedures.
- Implemented inventory management strategies to reduce shrinkage and improve stock accuracy.
- Developed promotional displays to enhance product visibility and drive sales performance.
Cashier
Walmart
2017.10 - 2021.04
- Processed customer transactions accurately and efficiently, ensuring quick service.
- Maintained cash register operations, balancing cash drawers at end of shifts.
- Assisted customers with inquiries and product locations, enhancing shopping experience.
- Collaborated with team members to manage high-volume checkout periods effectively.
Customer Service Representative
Alorica
2015.02 - 2017.09
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Assisted in training new representatives on customer service protocols and system navigation.
- Streamlined complaint resolution process, enhancing customer satisfaction and retention rates.
- Collaborated with cross-functional teams to address escalated issues and improve service delivery.
Education
High School Diploma -
Richmond Senior High School
Rockingham, NC2004-06
Skills
- Customer service
- Customer support
- Data entry
- Customer satisfaction
- Call center customer service
- Written and oral communication
- Keyboarding
- Documentation and reporting
- Cash handling
- Payment processing
Timeline
Call Center Customer Service Representative
Spirit Airlines Inc.
2025.09 - 2026.05
Claims Representative Remote
State Farm
2022.05 - 2024.09
Assistant Manager
Dollar General
2019.06 - 2022.07
Cashier
Walmart
2017.10 - 2021.04
Customer Service Representative
Alorica
2015.02 - 2017.09
High School Diploma -
Richmond Senior High School