customer experience specialist resume example with 14+ years of experience

Jessica Claire
  • Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
  • Home: (555) 432-1000
  • Cell:
  • :

Hard-working professional with 16+ years of experience and a proven knowledge of conflict resolution, customer communications, and records management. Enthusiastic individual with superior skills in working in both team-based and independent capacities. Bringing strong work ethic and excellent organizational skills to any setting. Highly organized, proactive, and punctual with team-oriented mentality. Pleasant demeanor and excellent problem-solving skills. Dedicated to researching and identifying complete and lasting solutions to customer problems.

  • Meticulous attention to detail
  • Deadline-oriented
  • Proficient in Microsoft Office Products
  • Superior computer skills
  • Call center experience
  • Skilled multi-tasker
  • Customer Service
  • Cross-functional collaboration
  • Focused on customer satisfaction
  • Reliable and trustworthy
  • Work ethic
  • Flexible
  • Organization
  • Client account management
  • Adaptive team player
  • High-energy attitude
Customer Experience Specialist, 10/2020 to Current
Best BuyAtlanta, GA,
  • Built open, welcoming relationships with customers by replying to messages promptly and personally.
  • Utilized consultative selling techniques to educate and offer existing customers additional services to drive sales.
  • Supported customers with product implementation and usage and answered questions quickly and thoroughly.
  • Developed open and professional relationships with team members, enabling better, more effective customer service.
  • Displayed strong telephone etiquette, effectively handling difficult calls.
  • Answered customers' questions and addressed problems and complaints via phone.
Sales and Service Consultant, 12/2019 to 06/2020
Sc FuelsValencia, CA,

· Demonstrated products to customers, discussed features and redirected objections to capture sales.

· Drove sales of FIOS and Copper products by applying proactive nature, knowledge of customer preferences and active listening skills.

· Answered incoming telephone calls to provide information about products, services, store hours, policies, and promotions.

· Retained product, service, and company policy knowledge to serve as resource for both coworkers and customers.

· Offered product and service consultations and employed upselling techniques.

· Earned reputation for good attendance and hard work.

· Provided excellent service and attention to customers through phone conversations.

· Answered 25-30 calls per day to answer customer questions.

· Recognized by management for providing exceptional customer service.

Sr. Eligibility Consultant-Electronic, 12/2016 to 12/2019
Aetna, IncCity, STATE,

· Managing a caseload of 20+ customers with 5000+ employees eligibility files/ID cards for insurance coverage on a weekly basis.

· Complete 100+ requests sent daily by customers for immediate updates.

· Electronic files are edited and updated weekly for clients to ensure all transaction completed for clients are updated in the Aetna database.

· Weekly error/analysis reports are submitted to each client containing all transactions completed weekly for their book of business.

· Full Time Sr. Eligibility Consultant back up for clients such as PEBTF, State of New Jersey and other large accounts.

· Weekly phone meetings with clients to review issues or concerns, plan changes, or review of analysis reports.

· Quarterly in-house meetings with benefit coordinators to discuss upcoming open enrollment plans, objectives, and the expected results for the clients to ensure a smooth open enrollment process.

· Volunteering for new business whenever a new client is acquired.

· Maintaining 100% KPM/Quality results since Dec. 2014.

· Worked closely with team members to deliver project requirements, develop solutions, and meet deadlines.

· Recognized by management for providing exceptional customer service.

· Provided excellent service and attention to customers when face-to-face or through phone conversations.

· Earned reputation for good attendance and hard work.

Customer Service Representative, 12/2006 to 12/2016
Aetna, IncCity, STATE,

· Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.

· Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.

· Assisted members with medical plan information such as benefit coverage, claims processing, and provider information.

· Assisted members on understanding how their claims were processed, and their billing.

· Contacted provider's office on behalf of customer if bill was incorrect.

· Assisted on irate or escalated phone calls from other CSR's, to help eliminated a supervisor needing to take the call.

· Assisted members with appeals and complaints that pertained to denied claims, bills, or rude providers.

· Assisted members during annual open enrollment providing answers about the upcoming coverage, that would allow them to make the best choice for benefit coverage.

Education and Training
Bachelor of Science: Business Administration, Expected in 04/2015 to University Of Phoenix - Phoenix, AZ,
Associate of Arts: Accounting, Expected in 04/2011 to University Of Phoenix - Phoenix, AZ,

GPA: 3.17

Activities and Honors

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Resume Overview

School Attended

  • University Of Phoenix
  • University Of Phoenix

Job Titles Held:

  • Customer Experience Specialist
  • Sales and Service Consultant
  • Sr. Eligibility Consultant-Electronic
  • Customer Service Representative


  • Bachelor of Science
  • Associate of Arts

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