TEMEA COKER
Travelers Insurance
Henrico,VA
10
years of professional experience
Sr. Customer Service Representative managing policy interpretation, timely updates, and customer support across inbound calls, email, and Teams messages, while evaluating data from support calls to determine what reasons are most common and what topics should be covered in cross sites, tech connect, and team meetings. Keeps policy resources current while helping CSRs work through certificates, endorsements, and process questions. Balances fluctuating contact volume with accurate guidance and clear follow-through to help deliver the best customer experience.
Work History
Sr. Customer Service Representative
1 Year 1 Month- Support teammates by answering questions and providing tips to manage workload during busy periods.
- Maintain accurate records for customer interactions, policy changes, and service requests.
- Monitor work queues to balance incoming demand with available response time.
- Provide clear status updates to customers and maintain a calm, helpful tone throughout interactions.
- Organize daily work across calls, emails, and messages to maintain steady service flow.
- Identify recurring customer concerns and share observations to improve support processes.
- Apply company guidelines consistently when answering policy and coverage questions.
- Review and refresh internal resources so policy changes stay current for the wider service team.
- Guide CSRs through certs, endorsements, and work questions to reinforce confidence during active calls.
Customer Service Representative
1 Year 10 Months- Handle high volume of inbound customer interactions per day across calls, email, and Teams messages while balancing shifting volumes.
- Apply policy guidelines accurately while processing updates and changes in line with current procedures.
- Coordinate priorities across inbound calls, emails, and Teams messages to keep service moving during fluctuating demand.
- Document customer questions and policy changes clearly to maintain accurate service records and support follow-up.
MACHINE OPERATOR
2 Years- Operated equipment and facilities to maintain quality standards and verify operational efficiency.
- Led or supported root cause investigations by applying advanced troubleshooting to equipment issues.
- Rotated through assigned tasks under the training model to build flexibility across plant operations.
ACCOUNT EXPERT
3 Years- Resolved billing, account management, promotions, sales, tech support, and service questions for customers.
- Delivered professional support to internal and external customers, balancing empathy with accurate problem solving.
- Documented all customer interactions accurately in designated tools to maintain complete account records.
- Answered peer questions on best practices and difficult calls, reinforcing consistent team support.
- Applied Microsoft Office and organized workflows to track customer details and manage follow-up tasks efficiently.
Education
High School Diploma
Skills
Customer service operations
Escalation management
Call queue management
Performance coaching
Quality assurance
Policy compliance
Call documentation
Microsoft Office
Personal Information
Title: CUSTOMER SERVICE REPRESENTATIVE
EXPERTISE
- Combine patience, determination and persistence to trouble shooting callers issues.
- Proactively engaging with my team to create a welcoming environment
- Possesses strong commitment to team environment dynamics with the ability to contribute to expertise and follow leadership directives at appropriate times.
- Supporting my colleagues by assisting with their workload when they're in need
- Skilled at evaluating options and generating solutions.
- Ability to grasp new ideas and integrate them into desired results.
Timeline
Sr. Customer Service Representative
Travelers Insurance
08.2025 - CurrentRead More
Customer Service Representative
Travelers
10.2023 - 08.2025Read More
MACHINE OPERATOR
Dupont
01.2020 - 01.2022Read More
ACCOUNT EXPERT
T-Mobile
01.2017 - 01.2020Read More
Highland Springs High School
High School Diploma
Read More