Somaly Bann
Cedar Rapids,IA
Summary
Adept at managing high-stress situations, I enhanced customer loyalty and streamlined processes as a Customer Service Representative at The Gazette & Web Support Specialist at Transamerica. My expertise in critical thinking and navigation has led me to efficient problem resolution and increased efficiency, demonstrating strong customer service and technical support skills. Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
2025
2025
years of professional experience
Work History
Customer Service Representative
The Gazette
- 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.
Web Support Specialist
Transamerica Life Insurance Company
12.2018 - Current
- Contributed to the development of internal tools and processes that increased efficiency within the Web Support Specialist role.
- Coordinated seamless migration projects from one hosting platform or CMS solution over another without loss of critical data or functionality.
- Maintained strong client relationships through clear communication, thorough follow-up, and tailored support strategies.
- Provided expert guidance on website navigation and usage, increasing end-user confidence and satisfaction levels.
Education
General Education -
Tokay High School
Lodi, CA06.1998
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Microsoft Excel
- Complaint resolution
- Payment processing
- Client relations
- Customer satisfaction measurement
- Professional telephone demeanor
- Call center operations
- Microsoft outlook
- Follow-up skills
- Call management
- Product knowledge
- Paperwork processing
- Team development
- Documentation
- Data collection
- De-escalation techniques
- Building rapport
- Technical support
- Quality control
- Clerical support
- Live chat support
- Filing
- Dispute resolution
- Customer education
- Assertiveness
- Research
Accomplishments
2 1/2 years almost 3 in February 2025, 100% on my quality call reviews.
Timeline
Web Support Specialist
Transamerica Life Insurance Company
12.2018 - Current
Customer Service Representative
The Gazette
General Education -
Tokay High School
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