Sunday Cole
Chicago,United States
Summary
Resourceful Customer Service professional with over twenty years of expertise assessing customer concerns and providing courteous, prompt, and accurate support . Leveraging well-developed communication skills to deliver information and assistance.
Overview
18
18
years of professional experience
Work History
Claims Customer Care Representative
Liberty Mutual
06.2022 - Current
- Delivered exceptional customer support during stressful situations, such as home fires or large-scale accidents, demonstrating empathy and professionalism under pressure.
- Handled escalated customer complaints effectively, de-escalating situations and providing appropriate resolutions.
- Hosted team meetings on SMS and eService Adoption to share best practices resulting in an overall improvement in team metrics.
- Consistently maintained a low error rate, leading to fewer delays in claims processing and payouts.
- Managed multiple software systems comfortably for efficient data entry, retrieval of information needed during calls.
Loyalty Care Representative
AT&T
09.2021 - Current
- Assisted distressed customers while communicating empathetically in fast-paced work from home setting.
- Adhered to appropriate legal scripting when required.
- Collected and analyzed customer information to prepare product or service recommendations.
- Resolved minor to moderate technology faults, supporting constant availability and consistent performance.
Customer Service/Credit Collections Representative
Enova International
10.2019 - 08.2021
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Collected and analyzed customer information to prepare product or service reports.
- Educated customers about billing, payment processing and support policies and procedures.
- Attended virtual department meetings and trainings contributing to ongoing improvement initiatives and addressing emerging performance concerns.
Pharmacy Technician/Photo Lab Manager
Walgreens
06.2006 - 10.2019
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Supervised site investigations, reported issues and escalated those that required further assistance.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Education
English Education
Illinois State University
Normal, ILSkills
- Courteous with Strong Service Mindset
- Document and Records Management
- Excellent Communication
- Active Listening
- Team building
Accomplishments
- Customer Relations - received the 2024 Q1 & Q2 customer service award for my department.
- Created a DEI presentation on Emotional Intelligence and presented to my team and across the department to maximize positive interactions and customer satisfaction.
Timeline
Claims Customer Care Representative
Liberty Mutual
06.2022 - Current
Loyalty Care Representative
AT&T
09.2021 - Current
Customer Service/Credit Collections Representative
Enova International
10.2019 - 08.2021
Pharmacy Technician/Photo Lab Manager
Walgreens
06.2006 - 10.2019
English Education
Illinois State University
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