Trinity Cook
Acworth,GA
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
3
3
years of professional experience
Work History
Surge Team Customer Service Representative
Direct Interactions
Acworth, GA
10.2024 - Current
- 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.
- Developed strong relationships with customers by providing personalized assistance and support.
- 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.
- Answered inbound calls, chats and emails to facilitate customer service.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Used approved scripts to de-escalate angry customers during telephone interactions.
Claims Specialist
Hiscox Insurance
Atlanta, GA
04.2024 - 09.2024
- Reviewed and analyzed insurance claims to determine validity, completeness, accuracy, and eligibility for payment.
- Investigated complex or high-value claims to identify discrepancies and fraud indicators.
- Researched medical records to evaluate claim validity and verify the existence of pre-existing conditions.
- Processed payments for valid claims according to established procedures.
- Facilitated communication between claimants, providers, attorneys, adjusters, employers, and other parties involved in a claim.
- Assisted with filing appeals on denied claims with insurance companies.
- Compiled data from multiple sources for reporting purposes.
- Interpreted legal documents related to claims processing such as contracts and policy language.
- Maintained detailed records of all claim activities including notes about conversations with claimants or representatives.
Data Entry Clerk
Aurora Adventures Agency
Atlanta, GA
08.2023 - 03.2024
- Ensured compliance with all relevant rules and regulations governing data entry activities.
- Utilized specialized software applications related to the job role.
- Collaborated with other departments to resolve issues regarding incorrect data entries.
- Prepared summaries of daily work completed for review by supervisors.
- Organized files according to established procedures for easy retrieval later on.
- Maintained confidentiality of sensitive information entered into the system.
- Reviewed existing information for accuracy and made necessary corrections.
- Performed data entry from paper documents, emails, and other sources into computer systems.
Customer Service Representative
Apple
Wichita Falls, TX
05.2023 - 08.2023
- Gathered customer feedback through surveys and used the data to improve customer service.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Supported sales team members to drive growth and development.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Updated databases with new and modified customer data.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Collected deposits or payments and arranged for billing.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
Customer Service Representative
Results CX
Wichita Falls, TX
03.2023 - 05.2023
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- 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.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
Customer Service Representative
Kelly Connect
Wichita Falls, TX
01.2022 - 02.2023
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- 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.
- Answered inbound calls, chats and emails to facilitate customer service.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Education
GED -
Region 9
Wichita Falls, TX01-2022
Skills
- Inbound and Outbound Calling
- Data Entry
- Call Management
- Complaint resolution
- Data Collection
- Account updating
- Consultative Sales
- De-Escalation Techniques
- Customer Relationship Management (CRM)
- Call Center Operations
- Live chat support
- Microsoft Excel
- Call center procedures
- Document Preparation
- Collecting information
- Error identification
- Meticulous attention to detail
- Filing and data archiving
- Word Processing
- File Management
- Documentation Review
- Coverage assessments
- Compliance Management
- Settlement determinations
- Settlement coordination
- Claims analysis
- Accident Investigations
- Microsoft Office
Timeline
Surge Team Customer Service Representative
Direct Interactions
10.2024 - Current
Claims Specialist
Hiscox Insurance
04.2024 - 09.2024
Data Entry Clerk
Aurora Adventures Agency
08.2023 - 03.2024
Customer Service Representative
Apple
05.2023 - 08.2023
Customer Service Representative
Results CX
03.2023 - 05.2023
Customer Service Representative
Kelly Connect
01.2022 - 02.2023
GED -
Region 9
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