Summary
Overview
Work History
Education
Skills
Licenses
Timeline
Generic

Vanessa Byrd

Lawton,OK

Summary

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. Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Professional record of maintaining high customer satisfaction and loyalty. 10 Plus years with a solid background in customer service. Proven track record of efficiently resolving customer inquiries. Demonstrated ability to leverage communication and problem-solving skills to enhance customer experience.


Overview

11
11
years of professional experience

Work History

Insurance Customer Service Representative

First Mid Insurance Group
09.2024 - 07.2025
  • Managed 10-30 calls daily, while maintaining professionalism, empathy, and attention to detail in each interaction.
  • Processed policy updates and changes accurately, ensuring client needs were met in a timely manner.
  • Answered incoming phone calls to articulate product value to prospective customers and support current policyholders.
  • Responded to customer requests for products, services, and company information.
  • Documented customer interactions and transactions for accurate, up-to-date records.
  • Fax in Claims
  • Excel daily use
  • Generate agent reports/ book of business
  • Experienced with Epic System to input applications
  • Experienced with Medicare policies

Customer Retention Specialist

AT&T Call Center
07.2022 - 08.2024
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered 20-30 calls daily to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services and company information.
  • Recommended products to customers, thoroughly explaining details.
  • Provided information regarding charge accounts and loyalty programs.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
  • Enhanced customer satisfaction levels with proactive communication and timely resolution of issues.
  • Expert with working in CRM

Mortgage Closing Specialist

Central National Bank
10.2019 - 04.2022
  • Examine, evaluate, or process loan applications
  • Perform clerical duties such as typing, and proofreading
  • Communicate through emails daily
  • Order mortgage payoffs
  • Examine Deeds
  • Update Homeowner's insurance
  • Call and confirm borrowers employment
  • Prepare & Scan in Audit files for QC

Internet Manager

Liberty Chrysler
01.2015 - 06.2019
  • Explain products or services and prices and demonstrate use of products
  • Contact customers to persuade them to purchase merchandise or services
  • Answer questions about product features and benefits
  • Assist customers by providing information and resolving their complaints
  • Answer telephone calls from potential customers who have been solicited through advertisements
  • Maintain records of contacts, accounts, and orders
  • Schedule appointments for sales representatives to meet with prospective customers or for customers to attend sales presentations.

Education

Bachelor Of Science - Management

National American University
Rapid City, SD
10.2018

Skills

  • Complaint handling
  • Active listening
  • Attention to detail
  • Decision-making
  • Customer service
  • Communication
  • Data entry
  • Call center experience
  • Problem resolution
  • Computer proficiency
  • Microsoft Excel
  • Payment processing

Licenses

Licensed Health Insurance

Licensed Life Insurance

Timeline

Insurance Customer Service Representative

First Mid Insurance Group
09.2024 - 07.2025

Customer Retention Specialist

AT&T Call Center
07.2022 - 08.2024

Mortgage Closing Specialist

Central National Bank
10.2019 - 04.2022

Internet Manager

Liberty Chrysler
01.2015 - 06.2019

Bachelor Of Science - Management

National American University

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