Sterling Miller
Customer Service Representative
Madison,TN
Summary
Knowledgeable and dedicated customer service professional with extensive experience in card industry, bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
15
15
years of professional experience
Work History
Customer Service Representative Agent
Fleetcor, LLC
06.2017 - Current
- Receive Employee Of Month: October 2018 and July 2019 while it was effective.
- Maintained up-to-date knowledge of product and service changes.
- Updated account information to maintain customer records.
- Maintained customer happiness with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Assisted customers with questions and inquiries to provide information regarding credit card accounts.
- Maintained compliance with federal and state laws and company policies and procedures.
- Responded to customer inquiries and provided detailed account information.
- Achieved performance goals on consistent basis.
Customer Service Floor Supervisor
Fleetcor LLC
08.2019 - 12.2020
- Took escalations from Tier 1 agents when needed.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Resolved escalated customer service inquiries and complaints to maintain satisfaction.
- Maintained customer happiness with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Onboarded and trained customer representatives to meet performance and service goals.
- Self-motivated, with strong sense of personal responsibility.
Mobility Representative
AT&T, Asurion, LLC
11.2016 - 04.2017
- Consistently exceeding expectations for for metrics set by company in regards to handle time, adherence, and QA.
- Collected, arranged, and input information into database system.
- Greeted customers warmly to set tone of customer experience and provide welcoming and friendly atmosphere.
- Learned and utilized upselling techniques to encourage customers to make additional purchases and increase sales.
- Managed over 60 calls per day.
Acting Card Benefit Services Representative
Asurion LLC
02.2017 - 03.2017
- Developed and retained customer relationships through active listening and using defined processes to address customer needs.
- Leveraged deep knowledge and understanding of banking industry to handle customer inquiries with increasing complexity.
- Maintained compliance with federal and state laws and company policies and procedures.
DirectTV Technical Support Rep
Asurion, LLC
06.2016 - 11.2016
- Top product up-seller on team. and site. Up-sale was at 35% consistently.
- Researched and identified solutions to technical problems.
- Translated complex technical issues into digestible language for non-technical users.
- Responded to customer inquiries and provided technical assistance over phone.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
Housekeeping And Kitchen Associate
Regal Hotel
04.2016 - 06.2016
- Monitored food temperature, discarding items not stored correctly.
- Followed proper handling and sanitation procedures to comply with food safety standards and protocols.
- Prepared sandwiches, salads and other specialty items according to customer specifications.
- Learned other teammates' work tasks to train as backup.
- Sanitized pots, pans, utensils, kitchen appliances and equipment using company-approved cleaning supplies.
- Stocked and rotated food items according to expiration dates.
Sales Agent
Liberty National Life Insurance
11.2015 - 04.2016
- Awarded most referral, fastest training graduate, Top Sales.
- Licensed Life, Accident, and Health Insurance in 2015-2018.
- Adjusted sales scripts to better target needs of specific individuals, boosting sales.
- Performed cold-calling and follow-ups with leads to secure new revenue.
- Developed and maintained comprehensive understanding of products, services and competitors to enhance sales presentations.
- Explained features and advantages of Life Insurance products or services to promote sales
Deli Associate
Wal-Mart
06.2014 - 09.2015
- Trained majority of new hires and transfers, including Department Heads.
- Created internal training and operations documentation.
- Took special orders for event catering and party trays, assisting customers by recommending additional items, condiments and garnishes.
- Prevented food spoilage by monitoring dates, rotating stock and following proper storage procedures.
- Opened new inventory and rotated stock by dates to maintain freshness.
- Communicated effectively with customers to plan large or specialized orders, providing customers with recommendations, samples and response to particular requests.
- Maintained clean, trash-free workspaces to maximize productivity and safety.
- Handled busy, fast-paced situations and agitated customers with relative ease while remaining professional and calm.
Customer Service Associate
Aquarium IMAX Theater
12.2007 - 08.2009
- Managed customer relations and customer service through daily communication and interaction.
- Provided primary customer support to internal and external customers in fast-paced environment.
- Compiled customer feedback - increase survey output by 40%
- Developed and actualized customer service initiatives to decrease wait times.
- Increased regulatory compliance by accurately completing tasks and adhering to safety regulations.
- Delivered superior client services, fostering strong rapport, retention and satisfaction.
Education
Bachelor of Science - Liberal Studies, Fine Arts And Mass Communication
Middle Tennessee State University
Murfreesboro, TN01-2018
Associates of Fine Arts -
Chattanooga State Technical Community College-
Chattanooga, TN01-2009
Skills
- Insurance Enrollment Expertise
- Microsoft Office Suites
- Training Development Aptitude
- Project Management Abilities
- Managing Multiple Tasks
- Typing average: 80 WPM
- Written and Verbal Communication Skills
- Customer Relationship Management
- Report Creation
- Customer Account Management
- Problem-Solving Ability
- Technical Support
- Customer Service and Assistance
- Troubleshooting and Resolution
Accomplishments
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans by 35% while at Asurion.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide while Employee of Month was active for two years: October 2018 and September 2019
- Increased Survey Output by 40% at IMAX
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The supernatural is the natural not yet explained.
Elbert Hubbard
Timeline
Customer Service Floor Supervisor
Fleetcor LLC
08.2019 - 12.2020
Customer Service Representative Agent
Fleetcor, LLC
06.2017 - Current
Acting Card Benefit Services Representative
Asurion LLC
02.2017 - 03.2017
Mobility Representative
AT&T, Asurion, LLC
11.2016 - 04.2017
DirectTV Technical Support Rep
Asurion, LLC
06.2016 - 11.2016
Housekeeping And Kitchen Associate
Regal Hotel
04.2016 - 06.2016
Sales Agent
Liberty National Life Insurance
11.2015 - 04.2016
Deli Associate
Wal-Mart
06.2014 - 09.2015
Customer Service Associate
Aquarium IMAX Theater
12.2007 - 08.2009
Bachelor of Science - Liberal Studies, Fine Arts And Mass Communication
Middle Tennessee State University
Associates of Fine Arts -
Chattanooga State Technical Community College-
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