Summary
Overview
Work History
Education
Skills
Hobbies and Interests
Volunteer Experience
Timeline
Generic

Terri Rowe

Lancaster

Summary

Service-focused Customer Service Representative dedicated to maximizing satisfaction and retention with proactive attention to individual customer needs. Smoothly handles questions and resolves concerns with great problem-solving abilities and attention to detail. Multitasks and manages time well to consistently meet performance targets.

Overview

28
28
years of professional experience

Work History

Customeer Service Representive

Tata Consultancy
05.2022 - 08.2024
  • Answered inbound calls to greet and assist customers with various needs and questions
  • Resolved customer inquiries, complaints, and issues providing insightful solutions
  • Provided solutions, recommendations and replacements with empathy and positive feedback
  • De-escalated customer complaints using specialized communication techniques
  • Handled escalated callers to reach positive outcomes
  • Addressed customer concerns and complaints and resolved issues promptly
  • Returned customer calls and responded to inquiries and complaints.

Office Assistant

Mops & Sudz Maid Service
01.2010 - 05.2022
  • Receive all incoming correspondence and packages and route to correct recipient
  • Log phone messages into computer system and email to staff
  • Filing and maintain official correspondence
  • Perform administrative duties including faxing, filing and manage incoming and outgoing mail
  • Enter client information into to computerized files
  • Input hand-written customer orders and cash, credit, and check payments into system.

Defensive Subrogation

State Farm Insurance
02.2019 - 10.2019
  • Receives and handles all incoming medical, automobile, or homeowner insurance claims
  • Reads and interprets reasons for claims
  • Conducts official interviews with claimants
  • Studies claimant's policy to determine whether insurance will cover the incident
  • Investigates damages to automobiles and property as necessary
  • Requests and analyzes relevant police accident reports and hospital records
  • Follows up with all parties involved in accidents and emergencies to determine the nature of the event
  • Consults with legal and medical experts to gain further insight into the claim
  • Reviews all claims to check for any fraudulent or contradictory information
  • Logs all claim information
  • Maintains files on all policyholders and claim histories.

Customer Service (Call Center Representative)

Advanced Tele Solution, Time Warner Cable
08.2007 - 12.2009
  • Answered and responds to a high volume of telephone calls from customers inquiring about company products, services, and billing issues
  • Scheduled product installations and service appointments
  • Reviewed billing statements with customers and computes costs associated with the statement in order to resolve discrepancies and to answer questions.

Alarm Operator/Data

ADT Security
10.1996 - 11.2005
  • Effectively managed a high- volume of inbound and outbound customer call
  • Gathered and verified all required customer information for security purposes
  • Accurately documented, researched and resolved customer issues.

Education

Skills

  • Researched assistance requested and offered accurate information to resolve issues and respond to inquiries
  • Answered inbound calls to greet and assist customers with various needs and questions
  • Resolved customer inquiries, complaints, and issues providing insightful solutions
  • Completed paperwork for orders and new service actions
  • Returned customer calls and responded to inquiries and complaints
  • Provided solutions, recommendations and replacements with empathy and positive feedback
  • Addressed customer concerns and complaints and resolved issues promptly
  • De-escalated customer complaints using specialized communication techniques
  • Remained calm, composed and polite to deescalate aggressive customer behavior

Hobbies and Interests

ACTIVITIES AND HONORS , Member, Small Business Association (2008 - present)

Volunteer Experience

  • Collection Volunteer, Toys for Tots
  • Kidney Foundation

Timeline

Customeer Service Representive

Tata Consultancy
05.2022 - 08.2024

Defensive Subrogation

State Farm Insurance
02.2019 - 10.2019

Office Assistant

Mops & Sudz Maid Service
01.2010 - 05.2022

Customer Service (Call Center Representative)

Advanced Tele Solution, Time Warner Cable
08.2007 - 12.2009

Alarm Operator/Data

ADT Security
10.1996 - 11.2005

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Terri Rowe