Samira Hilowle
Steubenville,OH
Summary
Proven Customer Service Representative with a track record of enhancing customer satisfaction through expert resolution of conflicts, complaints, and inquiries. At Independence Blue Cross, significantly improved client loyalty by employing exceptional de-escalation techniques and CRM software proficiency. Skilled in active listening and critical thinking, consistently delivering beyond expectations .
Overview
9
9
years of professional experience
Work History
Customer Service Representative Agent
Independence Blue Cross
01.2024 - 01.2025
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Handled escalated calls, successfully deescalating situations while finding solutions to meet client expectations.
- Managed high call volume, consistently maintaining a professional demeanor and prioritizing customers'' needs.
- Assisted customers with concerns pertaining to Health insurance
Customer Service Representative
Debt Reso
12.2022 - 12.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Customer Service Representative
Automated Health Systems Inc.
07.2019 - 11.2022
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Increased efficiency and team productivity by promoting making sure I assist customers and come to work on time to be able to do my job
- Identified and resolved discrepancies and errors in customer accounts.
- Handled high call volumes in a timely manner to assist customers.
Customer Service Representative
Teleperformance
02.2016 - 10.2019
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handling inbound and outbound calls
- Responded to customer requests for products, services, and company information.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
Education
High School Diploma -
Life Selections
Columbus, OH06-2015
Skills
- Customer focus
- Call center experience
- Building rapport
- Live chat support
- Escalation management
- De-escalation techniques
- Call flow maximization
- CRM software
- Complaint handling
- Typing speed
- Critical thinking
- Customer service
- Active listening
Timeline
Customer Service Representative Agent
Independence Blue Cross
01.2024 - 01.2025
Customer Service Representative
Debt Reso
12.2022 - 12.2023
Customer Service Representative
Automated Health Systems Inc.
07.2019 - 11.2022
Customer Service Representative
Teleperformance
02.2016 - 10.2019
High School Diploma -
Life Selections
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