Violet Smith
Albuquerque,NM
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.
Overview
13
13
years of professional experience
Work History
Customer Advocate Specialist
Blue Cross and Blue Shield
11.2017 - 04.2024
- Enhanced customer satisfaction by promptly addressing concerns and providing effective solutions.
- Participated in regular team meetings, sharing insights and best practices for ongoing development of the Customer Advocate Specialist role.
- Worked diligently to meet and exceed key performance indicators, demonstrating a strong commitment to customer service excellence.
- Handled sensitive customer information with discretion while adhering to strict data privacy regulations.
- Educated clients on insurance policies and procedures.
- Investigated and processed claims swiftly to keep customers satisfied.
- Improved communication between providers and insurance companies, leading to better understanding of policy coverage and claim status.
Customer Service Representative
Alliance Data
01.2014 - 03.2017
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Educated customers about billing, payment processing and support policies and procedures.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
Customer Service Representative/Sales
Stream
10.2011 - 01.2014
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Education
High School Diploma -
New Futures High School
Albuquerque, NM05.1999
Skills
Call center experience
Complaint Handling
Active Learning
Customer Service
Teamwork and Collaboration
Multitasking Abilities
Adaptability and Flexibility
Excellent Communication
Professional telephone demeanor
Understanding Customer Needs
Computer Proficiency
Timeline
Customer Advocate Specialist
Blue Cross and Blue Shield
11.2017 - 04.2024
Customer Service Representative
Alliance Data
01.2014 - 03.2017
Customer Service Representative/Sales
Stream
10.2011 - 01.2014
High School Diploma -
New Futures High School
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