Timothy Morgan

Essential Responsibilities

• Inbound/Outbound Calls
• Deliver the highest level of customer service experience consistently
• Manage customer accounts and provide technical support
• Application Data Entry
• Online chat inquiries as assigned
• Interpret and follow defined procedures and policies
• Creative problem-solving skills
• Flexibility and adaptability to changing projects and updates
• Time and task management (multitasking and task prioritization)
• Extensive self-study, training, and testing are required; eligibility to proceed through training and certifications is dependent upon passing required exams
• Adhere to regulated guidelines for communications via all channels

• Performed services of a barber in addition to management functions
• Managed business operations and directed personal service functions of barber shop; Practice of a well-advanced barber-stylist with the combination of scientific knowledge and artistic abilities performed
• Experience in communication using the telephone, greeting clients, answering clients questions via incoming email, calls, scheduling appointments using Web based booking-system and telephone
• Assisted in purchasing wholesale supplies for stylists and barbers.
• Maintained a clean and organized work station throughout the day.
• Kept up with current trends in men's hairstyles and facial hair styles.

• Top 5# Month to Month Consistent Team CSAT
• Upkeep of current company direction within the field operations Member Account services
• Answered customer inquiries and provided accurate information regarding products and services.
• Maintained detailed records of customer interactions, transactions and comments for future reference.
• Resolved complex problems by working with other departments to provide solutions that meet customer needs.
• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
• Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
• Remained calm and professional in stressful circumstances and effectively diffused tense situations.
• Consulted with customers to resolve service and billing issues.

• Acquired and applied basic knowledge of auto coverages
• Auto physical damage, and liability, in order to evaluate and settle high volume and low complexity auto claims such as; simple comprehensive and collision (i.e., single vehicle, parked and unoccupied, clear liability), glass, roadside, and rental vehicle coverages for repairable vehicles
• Resolve claims through proactive problem solving and decision making, within authority guidelines and under direct supervision, while overcoming obstacles, and effectively prioritizing the workload
• Top 5# Month to Month Consistent Team MSAT
• Clearly document thought processes including damage evaluation, investigation, negotiation, and settlement decisions
• Collaborate and set expectations with external and internal business partners to facilitate claims resolution
• Support members, business partners, and claimants, through use of varying communication channels to include utilization of digital tools to drive timely and effective resolutions through exceptional service
• Acquire and apply a foundational knowledge of Property and Claims (P&C) insurance industry products, and services, to include (P&C) insurance policy contracts, coverages and internal claims handling process and procedures
• Support workload surges and catastrophe (CAT) response operations as needed
• Ensure risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

• Help customers with tax software product support focusing on software navigation and locating previous tax returns and amendments (Face2Face Chat, Direct Message Customer Service Representative)
• Strong IT literacy skills- Microsoft Office Suite, as well as bespoke CRM systems
• Probe effectively and read customer concerns to identify the unstated customer concerns
• Experience evaluating customer situations, making decisions, and responding quickly to questions
• Deliver remote troubleshooting and analysis assistance for installation (or re-installation), usage and configuration questions
• Answer, evaluate, and prioritize requests for assistance from clients experiencing problems with software, networking, hardware and other computer-related topics
• Provide answers for general usage and operation questions as well as problem determination/problem and source Identification
• Provided an empathetic approach to customer interactions
• Leveraging critical thinking and multi-tasking capabilities and escalating while necessary.

• Processed orders, modifications, and escalate complaints across a number of communications channels
• Consistently provide accurate information to customer inquiries in accordance with company inquiry accuracy standards by organizing and utilizing appropriate tools, resources, internal communications, and training materials
• Work with team metrics and meet/exceed them
• Manage large amounts of incoming calls and caller conversations appropriately
• Answered incoming phone calls to assist customers with placing new orders, processing returns and exchanges, and whatever else they might need
• Utilized multitasking techniques to search the interwebs for items
• Providing above and beyond - WOW! - service, while helping customers with their shopping needs - Top 10# Month to Month Consistent Team MSAT
• Effectively defuse anger, tension and hostility and lead the caller to resolution.
• Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
• Resolved complex problems by working with other departments to provide solutions that meet customer needs.
• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
• Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.