Strongly motivated individual seeking a position that will utilize my skills and experience
and which will also provide me with the opportunity for growth and advancement.
Call Center Representative versed in customer support in high call volume environments. Superior computer skills and telephone etiquette. Motivated customer service specialist with over 10 years experience in a fast-paced, team-based environment.
Patient and empathetic Customer Service Professional with extensive background in conflict resolution and customer care.
Creative problem solver
Exceptional communication skills
MS Windows proficient
Customer interface expertise
Skilled in call center operations
Talented client relations manager
to 07/2013 Open Systems Technology for Bank of America – Greensboro,
Answer incoming telephone calls from customers regarding their mortgage loan and escrow accounts Ensure compliance with federal laws and company guidelines in order to minimize loan losses and legal concerns Manages relationships within the internal department and with business partners Exchange information on pending matters and escalate issues to appropriate business partners as directed.
Cross-sell products to provide multi-services for Customers and makes referrals to partners Accept mortgage payments from customers, processing transactions accurately and efficiently to build customer confidence and trust, based on established policies and procedures.
Customer Service Representative08/2011
to 11/2012 Sears Holdings Corporation – High Point,
Answer incoming telephone calls from customers regarding service agreements and related issues on major electronics and large appliances Communicated effectively to resolve customer complaints and determine the best solution Work with retail store managers, associates, service technicians and other internal Sears department personnel to provide assistance and resolutions to complex customer issues Assist customers with food loss claims, scheduling service, and product replacements Assistant trainer; provided training and coaching for new associates.
Participant Services Specialist05/2010
to 02/2011 Aon Consulting – Winston-Salem,
Explain employee benefits to customers and assists customers in completing enrollment programs Interact with customers to answer questions and provide assistance with employee benefits Utilizes "Knowledge Base" and other tools to help address customer inquiries Initiate reports and updates status to clients Input, update, and/or retrieve information from management systems Document all contacts and outcomes in the case management software applications Connect customers to appropriate internal resources or third parties Perform all work in accordance with established standards Cross train co-workers/new hires, where necessary in various areas Performs related work as assigned by management specifically special projects focused on continuous improvement.
to 04/2010 Aetna Health Insurance – Greensboro,
Handle disability and leave of absence claims for the Bank of America portfolio Initiate claims and research within company's internal procedures and HIPAA policy Utilize a variety of resources and on-line tools to respond to customer questions issues and service challenges Triage resulting rework to appropriate staff Explain Aetna's service benefits, document all contacts/outcomes in the case management software Explain member's rights and responsibilities in accordance with their contract Explain process for customers to appeal the underwriting decision.
Customer Service Representative I06/2008
to 12/2009 Time Warner Cable – Greensboro,
Deliver world class customer service building customer satisfaction and loyalty Provide effective and timely resolution of a range of customer inquiries, striving for "one-call resolution" Complete ongoing training to stay abreast of product, service and policy changes Strike a positive and cooperative tone with both customers and coworkers Demonstrate best judgment in the disbursement of adjustments and credits Increase the customer experience by providing information on new products and service plans through up selling opportunities Document customer transactions accurately Coordinate with co-workers, management staff and other departments as appropriate.
Customer Correspondent/Account Manager09/2005
to 01/2007 Mohawk Industries – Greensboro,
Provide service to customers in a high-volume inbound call center environment placing orders for high-end commercial carpet Worked with numerous sales representatives, dealers and design professionals in several states Responsible for more than a dozen individual and key corporate accounts Recognized for suggesting the implementation of the "carpet recycle program" encouraging a more environmentally friendly approach of discarded or waste carpet.
The program is still thriving today Generate repeat business through successful client follow-up.
Customer Service Representative09/2004
to 03/2005 Levolor Kirsch Window Fashions – High Point,
Handle large volume of inbound calls per day proficiently.
Assist customers by placing orders for window covering products.
Educate customers and dealers in every aspect of product, maintenance, installation, and troubleshooting for maximum usage.
Coordinate and participate in weekly company "town hall" meetings promoting employee morale.
Associate of Arts: 2006Guilford College-
NCBusiness Administration & Management
Visual Art1 1North Carolina A&T State University-
Diploma: 1 1995Springfield High School-