Samantha Cuen
Payette,ID
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening, and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty.
Overview
11
11
years of professional experience
Work History
Insurance Customer Service Specialist
Teleperformance USA
04.2023 - 10.2023
- Answered incoming phone calls to articulate product value to prospective customers and support current policyholders.
- Enhanced customer satisfaction by efficiently resolving insurance-related inquiries and concerns.
- Utilized CRM software to accurately document client interactions and track progress on outstanding issues.
- Streamlined claims processing for faster resolution and improved client experience.
- Participated in ongoing training sessions to stay up-to-date on industry trends, product offerings, and regulatory changes.
- Ensured compliance with industry regulations while providing exceptional service to diverse clientele base.
- Managed a high volume of inbound calls, maintaining professionalism and empathy in all interactions.
- Developed expertise in various lines of insurance products, offering knowledgeable guidance to customers seeking information on policies.
- Documented customer interactions and transactions for accurate, up-to-date records.
- Assisted customers with completing insurance documents to avoid missed information.
- Responded to customer requests for products, services, and company information.
- Completed customer applications and updated records to reflect current information.
- Fielded customer complaints, escalating complex issues to management for resolution.
- Set up customer payment plans to cover annual policies and renewals.
- Modified, updated and processed existing policies.
- Collected premiums and issued accurate receipts.
Machine Operator
Swire Coca-Cola
06.2022 - 02.2023
Customer Service Retention Specialist
DIRECTV
06.2012 - 05.2022
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Resolved concerns with products or services to help with retention and drive sales.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Surpassed performance goals by approaching interactions with resourcefulness, organization and customer-centric solutions.
- Assisted customers with needs such as opening accounts, depositing or transferring funds, updating account details and signing up for new services.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Increased sales by educating prospects on benefits of products and services in comparison to competitors.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Worked flexible hours; night, weekend, and holiday shifts.
- Maintained energy and enthusiasm in fast-paced environment.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
- Provided information regarding charge accounts and loyalty programs.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Consulted with outside parties to resolve discrepancies and create expert solutions.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded proactively and positively to rapid change.
- Adhered to appropriate legal scripting when required.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Trained new personnel regarding company operations, policies and services.
- Effective liaison between customers and internal departments.
Education
No Degree - International Business, Minor Chinese
Boise State University
Idaho Personal Lines Producer
04.2023
Skills
- Upselling Products and Services
- Customer Data Confidentiality
- Customer Retention Strategies
- Calm and Professional Under Pressure
- Courteous with Strong Service Mindset
- Responding to Difficult Customers
- Efficient and Detail-Oriented
- Upbeat and Positive Personality
- Creative Solutions
- High-Volume Call Environments
Accomplishments
Received company top performer award in 2021 with DIRECTV.
Assisted with training new hires during "Nesting Period".
Assigned to employees who struggled with empathy and customer service scores.
Timeline
Insurance Customer Service Specialist
Teleperformance USA
04.2023 - 10.2023
Machine Operator
Swire Coca-Cola
06.2022 - 02.2023
Customer Service Retention Specialist
DIRECTV
06.2012 - 05.2022
No Degree - International Business, Minor Chinese
Boise State University
Idaho Personal Lines Producer
Similar Profiles
Danyell TroutmanDanyell Troutman
Customer Support Advisor at Teleperformance USACustomer Support Advisor at Teleperformance USA
John Jeremiah BibbeeJohn Jeremiah Bibbee
Customer Support Specialist at Teleperformance USACustomer Support Specialist at Teleperformance USA
Rebecca CardinalRebecca Cardinal
Social Media Moderator at Teleperformance USASocial Media Moderator at Teleperformance USA
Terriuana ChapmanTerriuana Chapman
Customer Service Representative at Teleperformance USACustomer Service Representative at Teleperformance USA
Yobany Alba CancholaYobany Alba Canchola
Package Sorter at Swire Coca-ColaPackage Sorter at Swire Coca-Cola