My goal is to obtain a long standing career with a thriving organization, where I can utilize my skills and gain further experience while enhancing the business', enterprise, productivity and reputation.
First-rate insterpersonal skills
Microsoft Word, Excel, Power Point, Access, Adobe, Outlook
State FarmDunwoody, GACustomer Care Consultant08/2014 to CurrentCurrently for State Farm, receive 80-100 inbound call per day. These calls address insurance coverage inquiries, assistance obtaining Emergency Roadside Service, processing payments and refund request, coordinating with other departments, as well as business partners to render remarkable service to every caller, within a high volume call center setting. Work with upper management to ensure appropriate changes are made to improve customer satisfaction. Formulate and enforce Service Center policies, procedures and quality assurance measures. Trained staff on how to improve customer interactions. Assist with the development of the call center's operations, quality and training processes.
Dekalb CountyDecatur, GACustomer Service Representative04/2011 to 11/2013As a County Employee, I helped customers both by phone and face to face with water/sewer billing inquiries. Processed payments, start, transfer and disconnect services. Communicate and coordinate with internal departments when required to satisfy customer's needs. Performed these duties in a high volume call center environment. Maintained up-to-date knowledge of Dekalb's policies regarding payments, service issues, new accounts, and disconnections. Created new processes and systems for increasing customer service satisfaction. Cross-trained and provided back-up for other customer service representatives when needed.
AT&TAlpharetta, GACustomer Service Associate / Office Assistant01/2005 to 11/2010For AT&T, responded promptly to various customer inquiries in a high call volume call center. Resolved customer billing and product inquiries. Provided information on other goods and services available to the client. Performed customer verification on every call. Also, as an Office Assistant processed mailed payments to ensure payments were applied to customer's accounts accordingly.Made reasonable procedure exceptions to accommodate unusual customer requests. Demonstrated mastery of customer service call script within specified timeframes.