Whitney Montgomery
Duluth,GA
Summary
Dedicated Customer Service Representative with a proven track record of resolving inquiries efficiently and maintaining high customer satisfaction. Skilled in handling a high-volume of interactions, managing complaints, and providing tailored solutions with customer-minded professionalism. Adept at building rapport, promoting products or services, and ensuring a positive customer experience
Overview
11
11
years of professional experience
Work History
Customer Service Rep - Online Contact Center
The Home Depot, INC.
05.2021 - Current
- Efficiently managed 3–5 inbound customer interactions via live chat, utilizing multiple systems for accurate and timely service.
- Delivered clear, professional communication to assist customers with account management, product inquiries, claim details, and issue resolution.
- Guided customers through navigating the company website and placing online orders, ensuring a smooth and effortless experience.
- Maintained detailed, accurate records of customer interactions to ensure proper follow-up and resolution of claims.
- Consistently met or exceeded company performance metrics for quality, efficiency, and customer satisfaction.
Patient Service Coordinator I
Emory Healthcare
05.2019 - 05.2021
- Checked in and checked out patients, verified insurance coverage, and processed co-insurance payments.
- Answered inbound calls, scheduled patient appointments, and provided information on services and procedures.
- Managed all inbound patient medical forms and records received via fax, ensuring accurate scanning and forwarding to the appropriate physician or medical staff for review.
Customer Service Representative
Primerica Life Insurance Company
09.2018 - 05.2019
- Assist term life insurance policyholders and agents with questions regarding billing inquiries, payment processing, policy insurance coverage, and/or changes.
- Applying knowledge of insurance policies and regulations when answering customers concerns regarding term life insurance products, policies and claims
- Set up multiple claim types including: Death, Waiver of Premium and Terminal Illness.
Customer Service Representative
The Home Depot, INC.
03.2014 - 09.2018
- Assisted internal and external customers by handling a high volume of inbound calls and live chats, providing timely support for HR-related requests.
- Processed updates to employee records and managed claims for leaves of absence, time adjustments, payroll corrections and onboarding questions.
- Responded to employee inquiries regarding benefits, payroll, time-off policies, and general HR procedures, ensuring accurate information and excellent customer service.
Education
Associate of Science - Business Administration
GEORGIA PERIMETER COLLEGE
Dunwoody, Georgia12.2008
Skills
- Case/Claims Creation & Processing
- Microsoft Office
- Salesforce
- Human Resource Information Systems (HRIS)
- Kronos
- Live chat support
- Problem resolution
- Interpersonal Skills
- Effective Communication
- Critical Thinking
- Payment processing
Timeline
Customer Service Rep - Online Contact Center
The Home Depot, INC.
05.2021 - Current
Patient Service Coordinator I
Emory Healthcare
05.2019 - 05.2021
Customer Service Representative
Primerica Life Insurance Company
09.2018 - 05.2019
Customer Service Representative
The Home Depot, INC.
03.2014 - 09.2018
Associate of Science - Business Administration
GEORGIA PERIMETER COLLEGE
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