Steven Boswell
Huntsville,AL
Summary
Flexible hard worker ready to learn and contribute to team success. Dedicated employee known for punctuality, pursuing options where good customer service and positive attitude will make a difference.
Overview
9
9
years of professional experience
Work History
Senior Agent/Social Media Specialist
EBSCO Industries, Inc.
Birmingham, AL
02.2023 - 05.2024
- Provided direction and guidance to junior associates on complex tasks.
- Resolved customer inquiries in a timely manner while adhering to service level agreements.
- Maintained responsibility for all inquiries, concerns and complaints, resolving matters effectively and to satisfaction of customers.
- Provided technical assistance to customers through online chat, email, or telephone support.
- Provided technical support to customers with escalated issues.
- Managed Escalation tickets by reaching out to the customers via telephone to assist with their inquiries and come to a resolution that meets company guidelines and standards, while de-escalating the customer.
Social Media Specialist
EBSCO Industries, Inc.
Birmingham, AL
12.2022 - 02.2023
- Responded promptly to user comments and questions on various social platforms.
- Identified opportunities for new partnerships or collaborations with other brands or organizations.
- Managed customer service requests through social media channels.
Customer Success Representative
EBSCO Industries, Inc.
Birmingham, AL
06.2022 - 12.2022
- Implemented security measures to protect data from unauthorized access.
- Provided remote support to customers experiencing technical difficulties.
- Identified root cause of technical issues with customers devices and developed solutions.
- Collaborated with other departments to ensure timely resolution of customer inquiries.
- Maintained records of troubleshooting activities and customer interactions.
Insurance Underwriter
GEICO, Government Employees Insurance
Fredericksburg, VA
11.2017 - 07.2021
- Determine level of acceptable risk by reviewing applications for coverage and loss control reports
- Inspected financial statements, credit information and title data to complete underwriting process
- Leveraged customers history, industry, and demographic information to calculate renewal rates
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our workflows and services
- Juggled multiple projects and tasks to ensure high quality and timely delivery
- Demonstrated self-reliance by meeting and exceeding workflow needs
- Demonstrated leadership by making improvements to work processes and helping to train others.
Customer Service Representative
GEICO, Government Employees Insurance
Fredericksburg, VA
10.2015 - 11.2017
- Engaged customers and provided elevated level of service
- Supported customers with individualized support, while making sure to keep every call brisk to ensure each customer is handed in a timely manner to allow for outstanding production while maintaining customer interaction and empathy
- Drove client retention by increasing savings opportunities and identifying premium discounts, while also explaining the benefits of their current policy and additional benefits as it tenures
- Reviewed customer accounts, determining how best to align new offerings with business goals
- Developed cross-selling opportunities for customers in partnership with the Homeowners and Renters insurance departments.
Education
Riverbend High School
02.2010
Skills
- Analyzing Data
- Work From Home experience
- Social Media Management
- Team Management
- Troubleshooting & Retention
- Call Center Experience
- Social Media Monitoring
- Social Media Platforms
- Employee Performance Monitoring
- Escalation Specialist
Timeline
Senior Agent/Social Media Specialist
EBSCO Industries, Inc.
02.2023 - 05.2024
Social Media Specialist
EBSCO Industries, Inc.
12.2022 - 02.2023
Customer Success Representative
EBSCO Industries, Inc.
06.2022 - 12.2022
Insurance Underwriter
GEICO, Government Employees Insurance
11.2017 - 07.2021
Customer Service Representative
GEICO, Government Employees Insurance
10.2015 - 11.2017
Riverbend High School
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