Saddina Jernigan
Customer Service Representative
Newport News,VA
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Documents problems thoroughly and strives to achieve complete customer satisfaction.
Overview
19
19
years of professional experience
4
4
years of post-secondary education
Work History
Contact Center Representative I
Allianz Life Insurance Company Of North America
Minneapolis, MN
11.2021 - Current
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Respond to customer calls and emails to answer questions about products and services.
- Research and respond to service inquiries via inbound phone calls from Sales, Broker Dealers, Producers, as well as Contract Owners.
- Build positive business relationships with all customers by listening, interpreting, and responding in a timely manner.
- Accurately and efficiently initiate policy changes, and forward requests for processing/confirmation.
- Proactively identify problems, issues, and recommend creative solutions that produce results and favorable outcomes for the client, department, and company sometimes requiring deviation from standard screens and procedures with minimal usage/availability of phone scripts.
- Navigate systems and tools to demonstrate business knowledge to meet the customers' needs.
- Participate in on-going training programs and on-the-job development to further learn the business, products, and customers as appropriate.
Customer Service Representative
Alorica
Newport News, VA
11.2003 - 11.2021
- Managed customer calls effectively and efficiently in a fast-paced call center environment.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Followed up with customers to offer additional support and check resolution satisfaction.
- Documented, researched, and resolved customer service issues.
- Answered inbound calls and emails each day to handle various concerns, set appointments, and close sales.
- Handled customer inquiries, complaints, billing questions, payments and service requests.
- Maintained customer satisfaction by addressing customer needs and resolving concerns.
- Updated records with all interactions and customers transactions.
- Resolved issues based on thorough investigations of concerns.
- Completed inquiries and followed up with customers to share findings and offer solutions.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
Education
High School Diploma -
Oscar F, Smith High School
Chesapeake, VA 06.1990 - 06.1994
Skills
Typing 45 - 50 WPM
Customer Service / Customer Care
Positive and Professional
Data Entry Skills
Strong Communication, Listening and Problem Solving Skills
TEAMS, Salesforce, AvayaCheckpoint, Service Now
Multi-line phone systemsPhone, Chat and Email Management
Microsoft Excel
Microsoft Word
Outlook
Timeline
Contact Center Representative I
Allianz Life Insurance Company Of North America
11.2021 - Current
Customer Service Representative
Alorica
11.2003 - 11.2021
High School Diploma -
Oscar F, Smith High School
06.1990 - 06.1994