Savannah Constante
Houston,TX
Summary
Customer Service Representatives bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experience by employing service-oriented behaviors, understanding customers desires and providing customized solutions to build loyalty and rapport. 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.
Overview
1
1
year of professional experience
Work History
CSR Team Lead/Trainer
ManhattanLife Insurance
Houston, TX
07.2023 - 05.2024
- Live monitored team members inbound calls and assisted via chat for one-call resolution and quality assurance.
- Handled customer inquiries and complaints in a timely manner.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
- Created training materials and facilitated new hire onboarding process.
- Conducted regular performance reviews of team members.
- Maintained up-to-date knowledge of products, services, policies, and procedures.
- Assisted supervisor and manager with customer information and resources needed to solve escalations.
- Prepared and analyzed reports on team performance, identifying areas for improvement.
- Conducted performance evaluations, setting goals and objectives for team members.
- Resolved customer complaints through independent problem solving skills
- Analyzed customer feedback data to identify areas of improvement.
Customer Service Representative
ManhattanLife Insurance
Houston, TX
07.2023 - 05.2024
- Answered inbound calls with high call volume daily with call management system and web-based communications.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Maintained accurate records of customer interactions for future reference.
- Updated databases with new and modified customer data.
- Maintained high levels of professionalism while interacting with many different customers and personalities via phone.
- Offered resolutions to de-escalate calls and solve customer issues.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Engaged actively with callers, confirming or clarifying information and diffusing anger.
- Navigated through computer systems to review information and respond appropriately to callers.
Education
High School Diploma -
Northbrook Senior High School
Houston, TX06-2019
Skills
- Active Listening
- Customer Relations
- Call Center Operations
- Conflict Resolution
- Problem-Solving Ability
- Office Equipment Proficiency
- Critical Thinking
- Leadership Skills
- Product Organization
- Policy and Procedure Adherence
- Calm and Professional under pressure
- Teamwork and Collaboration
- Goal-Driven
Timeline
CSR Team Lead/Trainer
ManhattanLife Insurance
07.2023 - 05.2024
Customer Service Representative
ManhattanLife Insurance
07.2023 - 05.2024
High School Diploma -
Northbrook Senior High School