Shelley Averbook
Inver Grove Heights,MN
Summary
Experienced Customer Service Representative with over 13+ years of experience in telephone customer service. Excellent reputation for resolving problems, improving customer satisfaction, and driving overall operational improvements. Motivated to learn, grow, and excel in customer service industry
Overview
26
26
years of professional experience
Work History
Contact Center Representative
Securian Financial
St Paul , MN
09.2020 - Current
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Reviewed customer account information to determine current issues and potential solutions.
- Corresponded with service department team members to build and implement successful solutions to customer problems.
- Engaged customers with proactive strategies to understand needs and develop successful solutions.
- Maintained high-volume workload within fast-paced environment and consistently met performance benchmarks.
- Communicated with existing and prospective clients to identify financial goals and provide recommendations on investment solutions.
- Explained advantages and disadvantages of available financial products to customers to maximize satisfaction.
Small Business Customer Service Representative
Centurylink
Saint Paul, MN
01.2007 - 04.2020
- Handled 90+ calls per day to address customer inquiries and concerns.
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
- Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
Customer Service Team Lead
Comcast
Saint Paul, MN
01.1999 - 11.2003
- Greeted customers and listened closely to problems described to determine solutions
- Coached new team members on service techniques and provided scoring through quality assurance program
- Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers
- Cross-trained and provided back up for customer service managers
- Educated customers about billing, payment processing and support policies and procedures
- Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions
- Answered constant flow of customer calls with up to 100 calls in queue per day
Education
Associate of Arts - General Studies
High Tech Institute
St Louis Park, MNSkills
- Customer service optimization
- Professional telephone demeanor
- Complaint resolution
- Typing speed 75 WPM
- Product Knowledge
- Team leadership expertise
- Teamwork/Collaboration
Experience
- Claims Customer Service Representative Securain Financial St Paul Mn Sept 2020- Present
- • Handle and process customer claims, ensuring accuracy, thoroughness, and adherence to company policies and regulations.
- • Provide detailed explanations to customers regarding claim status, coverage, and claims procedures.• Investigate and resolve customer complaints regarding claims, acting as a liaison between customers and internal departments.
- • Maintain thorough documentation of customer interactions, claims, and resolutions in company systems
- .• Coordinate with adjusters and supervisors to expedite the processing of claims.
- • Meet or exceed performance metrics, including call handling time, claim resolution time, and customer satisfaction scores.
Additional Information
multiple awards for monthly performance, circle of excellence awards, met and exceeded monthly performance goals. multiple customer satisfaction surveys
Timeline
Contact Center Representative
Securian Financial
09.2020 - Current
Small Business Customer Service Representative
Centurylink
01.2007 - 04.2020
Customer Service Team Lead
Comcast
01.1999 - 11.2003
Associate of Arts - General Studies
High Tech Institute
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