William Dalton
Urbana,IL
Summary
Proven Customer Service Representative with a track record of enhancing customer satisfaction and loyalty at Blue Cross Blue Shield of Illinois. Excelled in managing high-stress situations and resolving conflicts with empathy. Skilled in active listening and data entry, significantly improving client retention and team efficiency.
Overview
18
18
years of professional experience
Work History
Customer Service Representative
Health Alliance
07.2022 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Customer Service Representative
Blue Cross Blue Shield of Illinois
05.2007 - 06.2022
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
Education
No Degree - Elementary Education & Business Management
Parkland College
Champaign, IL05-1983
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Call center experience
- Payment processing
- Scheduling
- Product knowledge
- Prioritization
- Customer education
Timeline
Customer Service Representative
Health Alliance
07.2022 - Current
Customer Service Representative
Blue Cross Blue Shield of Illinois
05.2007 - 06.2022
No Degree - Elementary Education & Business Management
Parkland College
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