Roxann Gilchrist
Mims,FL
Summary
Customer service professional with extensive experience at Verizon of Maryland, excelling in complaint resolution and service upselling. Proven ability to enhance customer satisfaction through effective communication and strong product knowledge. Adept at mentoring team members and maintaining detailed records, ensuring seamless operations and fostering positive client relationships.
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.
Cashier
Home Depot
Titusville, FL
02.2008 - 04.2011
- Processed customer transactions accurately and efficiently at retail checkout.
- Assisted customers in locating products throughout the store.
- Maintained clean and organized checkout area for optimal customer experience.
- Handled cash, credit, and gift card transactions with precision.
- Provided excellent customer service to enhance shopping experience.
- Addressed customer inquiries and resolved issues promptly and professionally.
- Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
- Accepted cash and credit card payments, issued receipts and provided change.
- Greeted customers and answered any questions they had about the store's products and services.
- Maintained cleanliness of checkout area including countertops, registers, windowsills and floors.
- Answered customer questions and provided store information.
- Issued receipts, refunds, credits or change due to customers.
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
Education and Training
High School Diploma, People Pro Training, Customer Service Rep Insurance License
Timeline
Cashier
Home Depot
02.2008 - 04.2011
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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