Customer Service Sales

Johnik Battle

**** *** ******** **** ( JACKSONVILLE, FL 32219 ( 704-***-**** OR

904-***-**** ( ************@*****.***

Polished, professional customer service representative offering:

Eight years of experience providing customer support in busy call center

environments, public utility, insurance industry, and human resources

employers

. An unwavering commitment to customer service, with the ability to build

productive relationships, resolve complex issues and win customer

loyalty.

. Strategic-relationship/partnership-building skills -- listen

attentively, solve problems creatively, and use tact and diplomacy to

find common ground and achieve win-win outcomes.

Professional Experience

THE HARTFORD INSURANCE COMPANY

CHARLOTTE, NC

Policy Service Specialist

06/2010- Present

My role consists of providing world class customer service to our agents,

brokers and policy holders from the submission of a life application to the

paying of commissions.

Responsibilities:

o Investigate, negotiate and settle claims with personal settlement

authority.

o Render prompt claim service and establishing the best possible

relationship with all persons involved.

o Effectively manage the performance of and provide direction to

vendors, experts and attorneys for losses requiring assistance from

outside specialists.

o Interpret coverage and liability issues on assigned cases and prepares

evaluations and recommendations on cases exceeding personal authority.

o Evaluate and appraise losses, to the level of expertise required

within the line of business.

o Review all bills and estimates prior to making settlement or seeking

settlement authority to determine applicability for payment under

policy provisions.

o Negotiate settlements and perform all tasks required to close a case

and effect efficient and fair settlement of claims.

o Prepare all worksheets, forms, documentation and reporting duties to

create a file that is capable of being used by others to monitor

progress or continue efficient handling of a claim.

o Process applications to change, reinstate, and cancel commercial auto,

worker's compensation, and general liability policies

Adecco

Charlotte, NC

Client Service Representative

10/2008- 08/2009

My role involved a generalist approach to the HR function including

projects in the following areas: Counsel/Support to Management, Policy

Administration, Pay Delivery Systems, Rewards/Recognition Systems, Benefits

Administration, Workforce Goals, Recruitment and Employment, Staff

Planning, Employee Development, Performance Enhancement, ADA, FMLA and

Disability Case Management, Organizational Change Management, Incident

Investigation/Discipline as well as Employment Law, Industrial Relations,

Meeting Facilitation, and Special Projects.

Responsibilities:

o Applied innovative and creative approaches to problem solving, planning

and implementation.

o Worked independently and in a team environment managing multiple projects

and priorities with all levels of organization

o Processed benefits, pension requests, 401K updates, compensation and

wages, etc.

o Updated personal indicative data information on a daily basis in Oracle

and PeopleSoft.

o Provided support as an employee advocate to research, investigate and

resolve employee issues for exempt and non-exempt employees.

o Provided retirement counseling to retirees regarding their financial

options and benefits.

At&T

Charlotte, NC Customer Services

Representative 12/2007 to

10/2008

Handled customer questions, complaints, and billing inquiries with the

highest degree of courtesy and professionalism to resolve customer issues

with one call resolution. Offered alternative solutions where appropriate

with the objective of retaining customer's business

Responsibilities:

o All administrative aspects of sales including paperwork to establish

service, accepting customer payments and filing completed orders

o Identified the customer's needs and provided information related to

AT&T products and services.

o Performed sales tracking and related reporting.

o Maintained knowledge of wireless services and equipment in order to

provide information to the customer and turning customers on to the

newest wireless accessories

o Assisted customers with the purchase of Company products and services,

features, accessories and bill payments. Answered inbound calls and

assisted sales representatives. Processed paperwork and performed

other duties as assigned by management.

o Responsible for improving customer retention through programs and

service provided to the customer

o Continually maintained working knowledge of all company products,

services and promotions

o Made recommendations according to customer's needs on features,

accessories, upgrades and rate plans

o Responsible for credit/inbound and outbound collections, activations,

customer service, E-services, revenue, fraud, business and

technical/roaming support inquiries, and other duties as required

Professional Experience (continued)

SPRINT NEXTEL CORPORATION CHARLOTTE, NC

Customer Service Specialist

11/2006 - 05/2008

I played a vital role in the retention of Sprint's consumer customers by

working extensively with the customers to resolve billing problems, account

activation, technical issues, in addition to other general service issues

in an effort to retain their service/relationship with Sprint.

o Assisted customers with solutions to their financial needs by

identifying products to meet their circumstances, and referred to the

telephone sales department for further assistance.

o Participated in sales promotions and provided strong influential

skills and the ability to overcome objections to meet team and

personal referral targets.

o Complied with operational, security and audit procedures, preventing

fraud and protecting customer's assets.

o Assisted with billing inquiries, and handled service or equipment

issues

o Performed collection activities, dispute resolution and credit holds

for a designated account base

o Researched disputed account balances and recommended adjustments as

required.

o Evaluated the financial status of potential or existing customers.

Contacted customers to ensure that receivables were being processed in

a timely manner.

Wackenhut corporation

Charlotte, NC

Console Operator

11/2004-04/2006

Monitored the Control Center life safety systems and the on-line building

systems and took appropriate actions to keep all systems running smoothly.

Responded to emergency calls and emergency requests for service and

coordinated the activities of security officers.

Responsibilities:

Monitored Bank of America executive level employee's appointments.

Proofread contractors work orders to enter the facility.

Successfully met critical deadlines.

Created and organized a sufficient way to allocate materials for faster

processing.

Oversaw 6-8 security officers assigning task destinations and daily duties

to ensure safety.

Education

o STRAYER UNIVERSITY-CURRENTLY ENROLLED BUSINESS ADMINISTRATION

CONCENTRATION IN HR MANAGEMENT

o Human Resource Management Certificate July 2009

o Florida Adjuster License 5-20

Technology Summary

SIEBEL, MS OFFICE (WORD, EXCEL, POWERPOINT) ( SIEBEL (REMEDY ( ORACLE (

PEOPLESOFT

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