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customer service specialist resume example with 9+ years of experience

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

Driven Customer Specialist committed to providing quality service and timely issue resolution. Proficient communicator and detail-oriented. Accustomed to working in stressful, high-volume call environments while providing efficient and accurate support. Conscientious team player with 25+ years of experience solving problems creatively and using tact and diplomacy to achieve win-win outcomes. Great team player comfortable thriving in competitive, fast-paced environments.

Skills
  • Customer support
  • Conflict resolution
  • Good communication skills
  • Telephone etiquette
  • Excellent written and oral communication
  • Customer relations
  • Service standard compliance
  • Following up with clients
  • Insurance verification
  • Data collection
  • Coverage determination
  • Benefits review
  • Customer retention
  • Documentation
  • MS Office
  • Compliance
Work History
Customer Service Specialist, 08/2019 to Current
Johnston & MurphyBeachwood, OH,
  • Provided basic technical support for clients on wide range of insurance company products.
  • Maintained accurate and current customer account data with manual forms processing and digital information updates.
  • Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
  • Conferred with customers about concerns with products or services to resolve problems and drive sales.
  • Improved customer satisfaction ratings by addressing issues and fostering timely resolution.
  • Managed customer relations and customer service through daily communication and interaction.
  • Suggested new procedure to persuade cancelling customers to stay with company, resulting in 50% decrease in cancellations.
  • Entered customer interaction details to track requests, document problems and record solutions offered.
Customer Service Specialist, 07/2018 to 07/2019
Johnston & MurphyBellevue, WA,
  • Retained accounts by addressing potential cancellations and offering catered solutions to maintain account status.
  • Increased efficiency and team productivity by promoting adherence to operational best practices and company policies.
  • Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
  • Took payment information and other pertinent information such as addresses and phone numbers to place orders.
  • Delivered superior client services, fostering strong rapport, retention and satisfaction.
  • Attracted potential customers by answering insurance questions and suggesting information about other products and services.
  • Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
  • Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
  • Requested escalation for unresolved issues.
  • Maintained financial accounts by processing customer adjustments.
  • Created and reviewed invoices to maintain accuracy while working with customers to answer questions and address payment issues.
  • Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Upheld strict quality control policies and procedures during customer interactions.
  • Up-sold products and motivated customers to upgrade current product plans.
Call Center Customer Service Specialist, 05/2017 to 06/2018
AIGCity, STATE,
  • Conferred with customers about concerns with products or services to resolve problems and drive sales.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Researched issues through identification of similar past problems and recommended most appropriate solution.
  • Contributed to company achieving and holding industry-leading customer service ratings.
  • Documented and detailed calls and complaints using call center's CRM database.
  • Resolved customer complaints and addressed emergency requests and needs.
  • Compiled customer feedback and recommended service delivery improvements to management.
  • Evaluated customer account information to assess current issues and determine potential solutions.
  • Helped company maintain exceptional client service ratings on external audits.
  • Pursued opportunities to advance client relations skills and further enhance customer satisfaction in every interaction.
Insurance Sales & Customer Service Representative, 03/2011 to 01/2017
Bill Ramsey State FarmCity, STATE,
  • Met with walk-in policyholders to address and resolve complaints.
  • Evaluated leads obtained through direct referrals, lead databases and cold calling.
  • Developed and maintained long-term relationships with policyholders and small business entities.
  • Built relationships with clients through listening and needs analysis to provide excellent service and sales.
  • Displayed consistent, positive attitude towards customers, peers and other personnel, even during high-stress situations.
  • Determined financial needs by assessing existing coverage and aligning new products and services with long-term goals.
  • Approached potential clients by using direct marketing techniques, including mailings and phone contacts.
  • Worked to accommodate new and different insurance requests and explored new value opportunities to optimize insurance agency reputation.
  • Presented different repair options to customers to help each person make appropriate choices.
  • Produced accurate customer estimates and clearly articulated charges to customers to minimize complaints.
  • Conferred with customers about concerns with products or services to resolve problems and drive sales.
  • Upsold products to policyholders and potential new clients.
  • Researched and analyzed beneficial insurance and investment options and made recommendations to clients.
  • Interviewed prospective clients to gather information on financial needs and discuss any existing coverage.
Education
High School Diploma: , Expected in 12/1973 to Sterling High School - Baytown, TX
GPA:
Associate of Science: English And Psychology, Expected in 08/1975 to Lee College - Baytown, TX
GPA:
: Childhood Education, Expected in to University of Houston - Clear Lake - Houston, TX
GPA:

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Resume Overview

School Attended

  • Sterling High School
  • Lee College
  • University of Houston - Clear Lake

Job Titles Held:

  • Customer Service Specialist
  • Customer Service Specialist
  • Call Center Customer Service Specialist
  • Insurance Sales & Customer Service Representative

Degrees

  • High School Diploma
  • Associate of Science

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