Dedicated Customer Service professional with over 5 years of experience and knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Proficient in managing conversational flow and diffusing difficult customer situations.
Troubleshoots all the administrative and specialized issues from brokers and clients. handles concerns, issues, and questions from brokers and customers.
• Resolving complex inquiries and complaints from internal and external customers and upon escalation
• Utilize different computer applications to access account information and reference materials.
• Servicing brokerage accounts
• Communicate clearly and effectively with end users, colleagues, and management to quickly resolve issues and ensure customer satisfaction.
• Install and maintain hardware, software, and other equipment to meet client requirements, routinely observe operational performance, and install security patches and updates when necessary.
• Performing extensive research to resolve the complex customer problems
• Providing guidance and assistance to less experienced representatives either on the spot and/or via telephone
• Maintain detailed records of daily interactions with customers, installation activities, reported issues, and completed solutions along with any further actions required of management or repair personnel.
• Increase personal technical knowledge by reading trade publications, operating manuals, and diagnostics information, and attending conferences or seminars when possible.
• Review data and report trends to management, and project work
• Gather customer's information and determine the issue by evaluating and analyzing the symptoms
Responsible for analyzing, researching and taking proactive initiative to respond to customer needs, questions and requirements.Extensive involvement in day-to-day operations, as well as the ability to develop positive working relationships with other departments.
Worked alongside Insurance Agents and performed tasks such as gathering information from clients, maintaining insurance records, preparing documentation, handling mail and correspondence, calculating insurance premiums and awards, and recommending claim actions.
Supporting users during troubleshooting activities as well as interacting directly with operating systems, hardware, and software to provide updates and patches.
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