Vicki Hamilton
Colorado Springs
Summary
Excited in becoming a part of a company interested in providing outstanding customer service while providing an unbeatable level of customer care. I am extremely capable at self-motivation in completing tasks in an organized, efficient manner. I am empathetic, understanding and professional when communicating with callers, Skilled in building rapport with clients, actively listening, and addressing needs to close deals. Strong focus on team collaboration and flexible to changing demands, ensuring reliable performance. Known for excellent customer service, problem-solving, and meeting targets in fast-paced environment.
Overview
27
27
years of professional experience
Work History
Telesales Agent
UnitedHealthcare
05.2017 - Current
- Developed and maintained strong relationships with clients to enhance customer satisfaction.
- Conducted needs assessments to provide tailored health insurance solutions for customers.
- Trained new telesales agents on best practices and effective communication techniques.
- Demonstrated adaptability in adjusting sales tactics according to changes in market trends or shifts in target demographics.
- Maintained excellent relationships with supervisors and other stakeholders through open communication channels, contributing positively to team dynamics.
- Developed strong rapport with clients by maintaining a professional demeanor and ensuring a positive customer experience in each interaction.
- Increased customer satisfaction by promptly addressing inquiries and resolving issues through active listening and effective communication.
Customer Service Agent
Charter
04.2015 - Current
- Assist inbound callers with multiple types of questions pertaining to repair, sales, and billing
- Communicate company policies to customer’s
- Direct customers through the steps needed to repair the cable box over the phone
- Proficiently explain the customer’s bill
- Efficiently explain current services
- Sold cable, internet and phone products to new and existing customers
Quality Specialist
State Farm Insurance Company
10.2002 - 07.2013
- Listened to inbound calls taken by Health Response Center representatives
- Critiqued representatives on customer service skills as well as the accuracy of the information provided to the customer
- Assisted team lead of call center in training new representatives to the call center
- Composed a customer service training program
- Accomplished 10 to 20 reviews per day, which included calls regarding servicing policies and providing Medicare Supplement coverage information based upon customer’s plan
- Administered Verint Quality Monitoring system
- Oversaw the maintenance and updates to Excel spreadsheets of representatives
Customer Service Representative
State Farm Insurance Company
08.1998 - 10.2002
- Answered inbound calls to the newly formed Health Response Center
- Assisted agents and agents staff with questions on existing policies and general underwriting
- With prior service experience, a go to person for the new representatives
- Multi phone line experience
Education
High School Diploma -
Wasson High School
Colorado Springs, COSkills
- Efficient
- Productive
- Word Knowledge
- Accurate
- Excel Capability
- Telephony call log on
- Dependable
- Outlook Proficient
- Friendly
Personal Information
Title: Customer Service Representative
Timeline
Telesales Agent
UnitedHealthcare
05.2017 - Current
Customer Service Agent
Charter
04.2015 - Current
Quality Specialist
State Farm Insurance Company
10.2002 - 07.2013
Customer Service Representative
State Farm Insurance Company
08.1998 - 10.2002
High School Diploma -
Wasson High School