Customer Service Representative Technician Resume Example
Knowledgeable and dedicated customer service professional with extensive experience in retail, auto, and financial service industry. Excellent team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
- Nominated as Top Team Lead out of 30+ advisors by General Motors technical department's supervisors and managers.
- Received high customer survey scores and awarded bonuses for a job well done.
- Winner of the Ford Mustang First Notice of Loss contest and nominated Team Leader for selectives months.
- Processed nearly 100 claims per day with 95% - 100% accuracy.
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The Hertz Corporation – National City , CA
- Served as point of contact for triaging all technical issues.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues related to WiFi connections and radio system issues.
- Configured hardware, devices and software to resolve wireless connection issues.
- Followed up with clients to verify customer satisfaction following support engagement and problem resolution.
- Managed high levels of incoming calls from customers with concerns of General Motors mobile application issues, personal data updates, Bluetooth connections, In-vehicle applications, and other software related products.
- Identified potential sales and cross-selling opportunities in course of troubleshooting system issues and receiving incorrect call transfers.
- Performed tests of functionality, security and performance of different vehicle softwares and hand held devices.
- Updated customer data in ERP database.
- Assisted customers in identifying technical issues and explained solutions to restore service and functionality as well as patiently walking them through basic troubleshooting tasks.
- Submitted service tickets for software and hardware maintenance requests.
- Analyzed and resolved system issues in a timely fashion, identifying troubleshooting methods needed for quick resolution and improving efficiency within the technical support department.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
United State Postal Service – City , STATE
- Sorted, loaded and secured items in postal vehicles to avoid damage to parcels during delivery. Used portable device to scan items delivered to homes and businesses.
- Distributed mail on foot and by vehicle to residences and businesses, delivering close to and over 300+ customers per shift.
Pogoda Companies - Storage Managment – City , STATE
- Conducted property showings to potential tenants and answered questions and concerns to close contracts.
- Maintained operational facilities cleanliness and escalated any major issues to property manager for immediate remediation.
- Processed tenants rent payments and kept records of all tenants correspondence.
RELATED CLAIMS AND INSURANCE EXPERIENCE
10/2015 to 01/2018: The Auto Club Group (AAA), Dearborn, MI
Claims Customer Service Representative
- Answered all incoming calls from policyholders' to assist with auto, home, boat and motorcycle claims utilizing various claims reporting systems.
- Documented and analyzed all claim reports to make determination of fault and assigned each claim to appropriate claims adjuster.
- Explained insurance policy coverages to policyholders.
- Responded to all policyholders' inquiries regarding policy updates, payments, towing, and claims processing information.
- Documented and processed both insurance fraud and auto theft tips to both local and state law enforcements for investigation.
- Participated in several training courses to remain up-to-date on all county, state and federal government laws and insurance policies and procedures.
01/2018 to 07/2018: Brite Financial Services, Madison Heights, MI
Lease Origination Analyst
- Analyzed customers' financial data (payroll, bank statements, assets, debts, and any other income) to evaluate risk assessments for new auto loans.
- Recorded and processed complex lease documents in Deal Pak computerized systems in a timely fashion.
- Verified insurance coverage, driver's license, and employment in the final stages of the loan process.
09/2018 to 01/2019: Randstad Professionals, Troy, MI
Claims Processing / Accounts Payable Clerk - Contractor
- Processed over 200 homeowners' claims in support of Hurricane Florence relief.
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Resume Overview
School Attended
- Delaware State University
- Strayer University
Job Titles Held:
- Customer Service Representative Technician
- City Carrier Assistant - Holiday Term
- Assistant Storage Manager
Degrees
- Bachelor of Science : Accounting
MBA : Business Management
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