Semica Guilford
FAYETTEVILLE,GA
Summary
Dynamic customer support professional with a proven track record at Cigna, adept in complaint handling and CRM software. Excelled in enhancing customer satisfaction and loyalty through exceptional service and problem-solving skills. Collaborated effectively with teams to improve service quality, demonstrating a strong ability to manage high-volume calls with empathy and professionalism.
Overview
12
12
years of professional experience
Work History
Customer Support Specialist
Cigna
12.2023 - Current
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained thorough knowledge of product offerings to provide accurate information and expert advice to customers.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Collaborated with cross-functional teams to address customer concerns and improve overall service quality.
Premier Service Agent
AT&T Mobility
07.2021 - 12.2023
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Customer Service Representative
Atlantis Environmental
02.2013 - 06.2021
- 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.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Responded to customer requests for products, services, and company information.
Education
Associate of Arts - Business Administration
Long Beach City College
Long Beach, CASkills
- Problem-solving
- Complaint handling
- Customer relationship management (CRM)
- CRM software
- Call center experience
- Active listening
- Payment processing
- Incoming call management
- Collaborative team player
Timeline
Customer Support Specialist
Cigna
12.2023 - Current
Premier Service Agent
AT&T Mobility
07.2021 - 12.2023
Customer Service Representative
Atlantis Environmental
02.2013 - 06.2021
Associate of Arts - Business Administration
Long Beach City College
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