Timothy M Berry
Summary
Results-driven Customer Service Representative with 17 years of experience in technical support, customer relationship management, and sales development. Specializes in troubleshooting complex issues and enhancing operational efficiency while fostering strong customer relationships. Leverages insights into customer needs to effectively upsell products and services, driving improved customer satisfaction.
Overview
20
20
years of professional experience
Work History
Customer Care Consultant
Progressive Insurance
09.2025 - Current
- Guide customers through insurance policies, clarifying coverages and benefits.
- Maintain high levels of customer service, resulting in increased loyalty.
- Managing billing and claims inquiries to streamline resolution times.
- Execute policy change processes, ensuring compliance with company standards.
Customer Service Specialist II
JP Morgan Chase
07.2024 - 07.2025
- Handle inbound calls from customers, government agencies, the IRS, and internal Chase departments.
- Provide accurate and professional information regarding court orders, levies, child support, restraining notices, and subpoenas.
- Researched and reviewed customer accounts to assess implications of legal orders.
- Ensure compliance with federal and state regulations while maintaining customer confidentiality.
- Collaborate with internal departments to facilitate the resolution of legal inquiries.
- Document interactions and maintain detailed records of all legal requests and responses.
- Educated customers on legal processes and guided them on next steps.
- Escalate complex or urgent issues to appropriate teams for further investigation.
- Ability to work efficiently under pressure while ensuring compliance with regulations.
- Strong problem-solving and research skills to assist with customer inquiries.
- Maintained a high level of confidentiality and professionalism when handling sensitive financial matters. of confidentiality and professionalism when dealing with sensitive financial matters.
Customer Service Specialist
Verizon Wireless
10.2016 - 10.2023
- Assisting customers in selecting the best wireless plans and devices based on their needs and budget.
- Identify and resolve customer complaints and issues in a timely and satisfactory manner.
- Built strong customer relationships by proactively addressing concerns and resolving issues.
- Provided technical support and troubleshooting for customers' wireless devices and services.
- Maintain up-to-date knowledge of Verizon wireless products and services to effectively assist customers.
- Identified and pursued opportunities to upsell and cross-sell products and services, enhancing customer value.
- Collaborate with sales and marketing teams to identify customer needs and develop targeted solutions.
- Conducted customer satisfaction surveys to gather feedback, driving improvements in the customer service experience.
- Remote, Work From Home
Customer Service Representative
ProVia Door
Walnut Creek
03.2013 - 04.2015
- Identified customer needs and recommended products or services, enhancing customer experience and contributing to sales growth.
- Developed comprehensive knowledge of ProVia Door's products and services, enabling accurate assistance to Distributors/Dealers.
- Built strong relationships with Distributors/Dealers selling ProVia's products.
- Conduct training sessions for new hires to ensure a smooth onboarding process and provide them with the necessary product knowledge and customer service skills.
- Collaborated with development team to implement improvements in customer service processes, including new tools that streamlined workflows.
- Participated in industry conferences and trade shows to stay up to date with the latest trends, technologies, and best practices in customer service and customer satisfaction.
Online Service Banker
JP Morgan Chase
Columbus
03.2009 - 07.2012
- Provided customer support for checking and savings accounts, ensuring timely resolution of inquiries and enhancing customer satisfaction.
- Communicated with customers and branch bankers to identify and address online banking needs, improving overall service quality.
- Proactively identify opportunities to improve online banking services and make recommendations for enhancements to increase customer satisfaction and usability.
- Analyze customer feedback and identify trends and patterns to improve online banking services and user experience.
- Collaborate with the IT team to develop and implement new online banking features and functionalities.
- Collaborate with the IT team to develop and implement new security measures to protect customer information and prevent fraud.
- Monitored industry trends, regulations, and best practices in online banking to maintain compliance and deliver accurate information to customers.
Customer Service Representative
Columbia Gas
Jackson
06.2006 - 02.2009
- Provided excellent customer service, resolving inquiries and complaints efficiently to foster positive customer relationships.
- Managed customer calls and complaints, ensuring timely resolution and enhanced customer satisfaction.
- Proactively identified and addressed customer needs to ensure high levels of customer satisfaction.
- Followed up with customers to confirm resolution of gas-related issues and maintain high satisfaction levels.
- Established payment plans for customers to facilitate timely transactions.
- Processed orders for gas access, including placement and cancellation, to ensure customer needs were met.
Education
Hospitality Management - Culinary Arts, Hospitality Management, Hotel and Restaurants
Cooking and Hospitality Institute of Chicago
Illinois, United StatesSkills
- Customer management
- Customer Retention
- Upselling
- Troubleshooting
- Technical support
- Legal compliance
- Process Optimization
- Building relationships
Timeline
Customer Care Consultant
Progressive Insurance
09.2025 - Current
Customer Service Specialist II
JP Morgan Chase
07.2024 - 07.2025
Customer Service Specialist
Verizon Wireless
10.2016 - 10.2023
Customer Service Representative
ProVia Door
03.2013 - 04.2015
Online Service Banker
JP Morgan Chase
03.2009 - 07.2012
Customer Service Representative
Columbia Gas
06.2006 - 02.2009
Hospitality Management - Culinary Arts, Hospitality Management, Hotel and Restaurants
Cooking and Hospitality Institute of Chicago