Roxann Gilchrist
Mims,FL
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
For the last four years I have taken care of my grandchildren. Working on ABC's, numbers, manners etc. Now they are going to be in school and I am looking for another career.
Overview
50
50
years of professional experience
Work History
Insurance Customer Service Representative
Kim Jones Insurance Agency
Cocoa Beach, FL
08.2003 - 12.2018
- Greeted customers and provided prompt, courteous service.
- Performed administrative duties such as filing, scanning, faxing, copying documents.
- Developed strong relationships with clients by providing exceptional customer service.
- Verified accuracy of customer data entered into the system.
- Collaborated with colleagues from other departments to resolve escalated customer issues.
- Advised customers on available coverage options that best fit their individual needs.
- Maintained accurate records of customer interactions and transactions.
- Provided quotes on various types of insurance policies.
- Facilitated payment processing for premium payments and renewals.
- Processed new policy applications and updated existing policy documents.
- Answered insurance-related questions and discussed product offerings with prospective customers to meet unique needs.
- Processed insurance policy changes and updates accurately and efficiently.
- Resolved billing disputes and processed payments and refunds as required.
Customer Service Representative
Verizon of Maryland
Salisbury, MD
06.1969 - 04.2001
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Identified opportunities for upselling additional products or services based on customer needs.
- Conducted regular follow-up calls with customers after resolving their issues.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Maintained a high level of professionalism when dealing with difficult customers.
- Answered customer inquiries and provided accurate information regarding products and services.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Resolved customer complaints promptly and efficiently.
- Answered inbound calls, chats and emails to facilitate customer service.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Mentored junior team members and managed employee relationships.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
Education
High School Diploma -
Westminster High School
Westminster, MD06-1969
Skills
- Scheduling
- Complaint resolution
- Product Knowledge
- Inbound and Outbound Calling
- Filing
- Sales expertise
- Customer Service
- Team Development
- Conflict Mediation
- Clerical Support
- Service Upselling
- Administrative Support
- Dispute Resolution
Timeline
Insurance Customer Service Representative
Kim Jones Insurance Agency
08.2003 - 12.2018
High School Diploma -
Westminster High School
Customer Service Representative
Verizon of Maryland
06.1969 - 04.2001
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