Call center professional skilled in one call resolution, phone, email and ticketing skills.
Overview
11
11
years of professional experience
Work History
CSR/Dispatch
AAA Washington
06.2022 - Current
I provide a high level of service to our members and coordinate road service, maintaining accurate and detailed records in the company database.
I consistently achieve department objectives and act as a liaison between our members and various departments to solve escalated issues in a timely manner, providing one call resolution.
I handle both inbound and outbound calls in a high volume setting.
Received 'Call Volume Superstar' award for being in the top 3 percent of call volume.
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Retention Representative
Trupanion
11.2019 - 10.2021
I assisted and educated policy members, helping them find the best P&C solutions to fit their needs.
I consistently met and exceeded department goals month over month.
I led the retention department in amounts of 'saves,' solving escalated and complex problems and meeting member needs.
Customer Service Representative
RAM Mounts
10.2018 - 09.2019
I maintained accurate customer information in the company database and assisted customers with escalated and complex problems, acting as a liaison between the customer and internal departments in a high volume setting.
Customer Service Representative
Wireless Advocates
09.2017 - 02.2018
I trained field employees remotely across the US on proper contract and document management.
I assisted with complex and escalated problems, leading with empathy to solve problems for customers in a timely manner.
CSR
Navia Benefit Solutions
06.2016 - 09.2017
I assisted customers with their FSA plans, including providing account management services.
I helped educate customers on their plan options, acting as liaison between the company and the customer.
I solved complex and escalated issues as well as received an Outstanding Mentor Award for training new reps.
Verizon Customer Service Representative
Total Marketing Concepts
06.2014 - 02.2016
I assisted customers in a high volume outbound call center setting, educating and supporting customers and helping evaluate their plan, cross selling and consistently achieving department goals.
I also provided 'Perfect Recordings' that the client sent to Verizon as examples of exemplary work multiple times.