Tressie Dance
Beckley,WV
Summary
Experienced and reliable customer service officer with extensive experience providing assistance in a busy call center setting. Strong dedication to helping customers resolve issues and cultivating a positive image of the company. Excel in both team environments and alone. Passionate and results-driven professional with a strong background in digital marketing, seeking a remote role to leverage my expertise in driving online engagement and revenue. Empathetic professional in customer service known for high productivity and efficiency in task completion. Possess specialized skills in conflict resolution, data entry, and customer relationship management. Excel in communication, problem-solving, and adaptability, ensuring positive experiences and outcomes for customers. Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Conduent
Beckley, WV
11.2024 - Current
- Addressed customer inquiries and resolved complaints regarding products and services.
- Updated customer profiles through accurate data entry and assisted with banking transactions.
- Transferred customers to fraud and dispute teams, de-escalated supervisor calls, and utilized strong communication and listening skills to support customers.
- Resolved customer complaints, processed orders, and provided information on products and services.
- Answered customer inquiries via phone, email, and chat.
- Answered customer inquiries and provided accurate information regarding products and services.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Licensed Insurance Agent
Teleperformance
08.2024 - 01.2025
- Consult clients to determine insurance requirements, and propose suitable plan options.
- Conduct a needs analysis to advise on appropriate insurance coverage, considering both cost and benefit.
- Oversee application procedures, maintaining accuracy, and adherence to regulatory standards.
- Employ advanced technology for effective management of client communications and document handling.
- Identified potential opportunities to improve customer experience by suggesting additional products or services.
- Implemented new technologies such as AI bots into existing chat platforms in order to reduce response times and increase efficiency of operations.
- Developed strategies aimed at increasing overall satisfaction levels among customers who interacted via chat.
- Identified potential sales opportunities through analyzing customer inquiries received via chat.
Customer Service Representative
TTEC
01.2021 - 08.2024
- Addressed customer inquiries, offered information, and facilitated issue resolution, enhancing customer satisfaction
- Maintained detailed records of customer interactions, documenting essential details and transaction data for quality assurance purposes
- Developed and organized a customer database by accurately inputting relevant customer information
Customer Service Representative
Access2Care
01.2018 - 01.2021
- Addressed incoming communications, facilitated appointment scheduling, and precisely logged customer data into database systems
- Improved office operations by proficiently managing correspondence and collecting essential customer information
- Advanced the quality of assignment management through thorough organization and coordination of customer interactions and data processing
Education
Bachelor - Criminal Justice Concentrated on Human Services
Colorado Technical University
04.2022
Skills
- Customer Service
- Sales
- Supervisor
- Customer Service Rep
- Health Insurance License
- Medicare Plans
- Communication
- Leadership
- Problem-Solving
- Team Work
- Time Management
- Organized
- Adaptability
- Networking
- Policy Administration
- Sales Techniques
- Product Knowledge
- Microsoft Office
- Microsoft Teams
- Type 45 WPM
- Technical Support
- Active Listening
- Data Entry
- Skilled Multi-tasker
- Fast Learner
- Regulatory Compliance
- Attention to Detail
- Up-selling techniques
- Issue and complaint resolution
- Typing speed
- Problem-solving
- Sales techniques
- Sales reporting
- Team building
- Team member motivation
- Teamwork and collaboration
- Customer feedback
- Clear communication
- Chat sales agent
- Live Chat Support Specialist
- Effective Communication
Timeline
Customer Service Representative
Conduent
11.2024 - Current
Licensed Insurance Agent
Teleperformance
08.2024 - 01.2025
Customer Service Representative
TTEC
01.2021 - 08.2024
Customer Service Representative
Access2Care
01.2018 - 01.2021
Bachelor - Criminal Justice Concentrated on Human Services
Colorado Technical University
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