Trenese Watkins
Waycross,Ga
Summary
Seeking a work-from-home position to leverage strong communication skills and problem-solving abilities to enhance customer satisfaction and contribute to the success of a great company. I am committed to maintaining a positive and professional demeanor while effectively managing multiple tasks in a remote environment. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
11
11
years of professional experience
Work History
Baker
The Kake Tree
06.2018 - Current
- Proven experience as a baker, with a strong portfolio of baked goods
- Experience in business management or ownership, with a solid understanding of financial principles
- Strong leadership and interpersonal skills, with the ability to motivate and manage a team
- Excellent time management and organizational skills.
- Managed approximately 30 incoming calls, emails and faxes per day from customers.
- Streamlined operations and prioritized tasks, allowing senior staff to increase revenue by 25%
Call Center Rep
ERC
10.2018 - 03.2020
- Review and manage assigned accounts to identify outstanding debts
- Contact customers via phone, email or mail to discuss balances and payment options
- Maintain accurate and up-to-date records of all communications and payment arrangements.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
Claims Customer Service Rep
State Farm Headquarters
07.2013 - 09.2018
- Receive and review auto insurance claims submitted by policy holders
- Conduct thorough investigation of claims, including gathering statements, assessing damages and reviewing police reports
- Evaluate claims based on policy coverage.
- Demonstrated adaptability in managing a diverse range of claim types across multiple insurance products while maintaining high-quality standards throughout the process.
- Developed strong relationships with clients, fostering trust and loyalty through exceptional customer service.
- Increased customer retention rates by diplomatically handling escalated issues and delivering timely solutions.
Education
Associate - Business Administration
Strayer University
Lithonia, GA01.2016
Skills
- Excellent verbal and written communication skills, with the ability to explain complex information clearly and concisely
- Strong analytical and problem-solving skills to assess claims and make informed decisions
- Ability to handle difficult conversations with professionalism and empathy
- Management
- Excellent math skills
- Attention to Detail
- Critical Thinking
- Organizational Skills
- Multitasking Abilities
- Decision-Making
- Excellent Communication
Awards
- Consistently received acknowledgment from customers.
- Received several Remarkable awards for outstanding customer service.
Timeline
Call Center Rep
ERC
10.2018 - 03.2020
Baker
The Kake Tree
06.2018 - Current
Claims Customer Service Rep
State Farm Headquarters
07.2013 - 09.2018
Associate - Business Administration
Strayer University
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