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customer care professional resume example with 9+ years of experience

Jessica Claire
, , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
Home: (555) 432-1000 - Cell: - resumesample@example.com - - -
Summary

Focused customer service professional dedicated to meeting and exceeding customer expectations by delivering industry-leading support. Skilled in handling inbound and outbound calls, online requests and emails with good problem-solving, multitasking and research abilities. Background in finance and Insurance with high-volume customer demands. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Proven expertise in insurance products, service and customer needs. Familiar with analyzing documentation, liaising between parties and handling both routine and complex issues each day.

Skills
  • Regulatory Compliance
  • Customer Relations
  • Call Volume and Quality Metrics
  • Courteous with Strong Service Mindset
  • Establishing and Maintaining Customer Relationships
  • Team-Oriented and Cooperative
  • Responding to Difficult Customers
  • Issue and Complaint Resolution
  • Strong Analytical and Problem Solving Skills
  • Excellent Attention to Detail
  • Policies and Procedures Adherence
  • Calm and Professional Under Pressure
  • Computer Proficiency
  • Creative Problem Solving
  • LiveChat Messaging
  • Verbal and Written Communication
  • Efficient and Detail-Oriented
  • Time Management
  • Teamwork and Collaboration
Experience
09/2018 to Current
Customer Care Professional Assurant Wichita Falls, TX,
  • Monitored QA procedures for adherence by employees, notifying personnel of non-compliance issues.
  • Collaborated with management to discuss effective plans for resolving major quality problems.
  • Consulted with management and personnel to educate on QA standards.
  • Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
  • Answered phone with positive attitude and asked questions to better understand customer needs.
  • Updated clients consistently regarding issues and answered questions quickly and accurately.
  • Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
  • Volunteered to help with email-based and phone support to customers at times when the department was swamped with calls and messages.
  • Provided exceptional coaching to new hires and offered positive feedback on completed tasks.
04/2015 to 09/2018
Volunteer Copper Mountain Community College District Joshua Tree, CA,
  • Packaged and loaded groceries into cars for clients.
  • Boxed family-sized boxes of groceries for distribution to families in need.
  • Sorted and packaged items to be delivered to clients.
  • Assisted with stocking shelves and removing expired items.
  • Maintained cleanliness of volunteer center and warehouse areas.
  • Represented food bank at special events to raise awareness of need.
10/2015 to 07/2016
Member Service Representative Troon Golf, L.L.C. Rancho Santa Margarita, CA,
  • Corresponded with customers daily, effectively building outstanding skills in writing.
  • Used various skills to resolve problems in reasonable amount of time.
  • Updated customer data in system, adding detailed notes.
  • Answered questions from customers that came in through the company's online chat feature.
  • Handled client inquiries with exceptional professionalism and enthusiasm.
  • Answered phone with positive attitude and asked questions to better understand customer needs.
  • Audited customer account information to identify issues and develop solutions.
  • Resolved issues swiftly through meticulous research and quick decision making.
  • Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
10/2009 to 06/2012
Claims Service Specialist CSAA Insurance City, STATE,
  • Worked closely with appraisers, rental facilities, body shops and salvage vendors.
  • Collaborated with appraisers, facility managers, body shops and salvage vendors.
  • Reviewed history records to determine benefit eligibility for services.
  • Processed claims according to established quality and production standards and made corrections and adjustments to solve problems.
  • Verified claim data correctness in preparation for processing.
  • Maintained comprehensive database for enrollment data, claim submission and payment information.
  • Processed claims for payment or forwarded to appropriate personnel for further investigation
  • Assisted new policyholders with processing claims.
  • Examined automobile policies with third-party liability, accident benefits and collision benefits.
  • Instructed clients on amounts covered under benefits plans in easy-to-understand terminology.
  • Verified policy holder data, including age, contact number and physical address.
  • Served as subject matter expert for non-standard coverage questions, property damage and collision.
  • Corresponded with insurance customers and agents to obtain or relay information on account status changes.
Education and Training
Expected in 06/2017 to to
Master of Science: Business Administration
University of Phoenix - Las Vegas, NV,
GPA:
Expected in 12/2001 to to
Bachelor of Science: Global Business Specializing in Finance
Arizona State University - Tempe, AZ,
GPA:
Expected in 12/1993 to to
Associate of Arts: Fine Arts
Cypress Community College - Cypress, CA,
GPA:

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Resume Overview

School Attended

  • University of Phoenix
  • Arizona State University
  • Cypress Community College

Job Titles Held:

  • Customer Care Professional
  • Volunteer
  • Member Service Representative
  • Claims Service Specialist

Degrees

  • Master of Science
  • Bachelor of Science
  • Associate of Arts

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