Sheri Dupont
Indianapolis,IN
Summary
Dedicated and highly skilled Customer Service professional with a 25+ year track record establishing rapport with clients and exceeding company expectations. Focused on meeting monthly scorecard expectations and resolving customer inquiries. Versatile and diplomatic individual recognized for reacting positively to ongoing, changing environment.
Overview
25
25
years of professional experience
Work History
CSA/Family Advocate
Anthem Insurance Company
Indianapolis, IN
09.2018 - Current
- Answered inbound calls, chats and emails to facilitate customer service.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Act as team lead and operations expert when supervisor is out of office
- Upheld privacy and security requirements for customer information.
- Cultivated strong relationships with clients by providing ongoing support through regular check-ins or phone calls.
- Contributed towards creating a positive environment where employees felt comfortable embracing new ideas or concepts introduced through changes.
Client Service Specialist
American Funds - Capital Group
Carmel, IN
04.2003 - 08.2018
- Assisted callers with servicing mutual fund accounts
- Established new accounts
- Processed corrections
- Reviewed other associates transactions and calls for quality assurance
- 529 specialist worked with omnibus firms
- Acted as a training assistant and peer mentor
- Help Desk associate answered peer questions
- Greeted incoming customers as a walk-in associate to provide immediate, friendly and knowledgeable support.
Manager
Thrifty Car Rental
Macon, GA
04.2000 - 10.2002
- Resolved customer service issues and complaints
- Conducted inventory counts by assessing current state of inventory integrity against target accuracy levels and tracking variances.
- Maintained contact with clients and assisted in developing procedures to identify and track value-added services.
- Interviewed, hired and trained new employees.
- Arranged and managed contracts with numerous vendors.
- Reviewed documents for credit worthiness and filed court documents as needed.
Education
Bachelor of Science - Family and Consumer Science Education
Ball State University
1997
Skills
- Strong organizational skills
- Customer service expert
- Adaptive team player
- Inbound and Outbound Calling
- Technologically savvy
- Quality control
Timeline
CSA/Family Advocate
Anthem Insurance Company
09.2018 - Current
Client Service Specialist
American Funds - Capital Group
04.2003 - 08.2018
Manager
Thrifty Car Rental
04.2000 - 10.2002
Bachelor of Science - Family and Consumer Science Education
Ball State University
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