Customer Service Representative
Resume:
Lisa Jones
Email: ********@**-*******.***
Address:
City: Euclid
State: OH
Zip: 44132
Country: USA
Phone: 216-***-****
Skill Level: Any
Salary Range:
Primary Skills/Experience:
Results-oriented Product Specialist with diverse background in management and customer service. Dedicated to providing excellent customer service and making operational and procedural improvements.
Educational Background:
High School Dipolma from Cleveland State University, Cleveland Heights OH 1/2001 to 5/1998 (Business Administration)
Job History / Details:
Summary
Results-oriented Product Specialist with diverse background in management and customer service. Dedicated to providing excellent customer service and making operational and procedural improvements.
Highlights
Meticulous attention to detail
Skilled multi-tasker
Deadline-oriented
Conflict resolution techniques
Team management
Focused on customer satisfaction
Training and development
Client relations specialist
Accomplishments
Computed Data Reports
Provided required weekly, and monthly SAS reports listing forms usage, issuance and control
Customer Service
Handled customers effectively by identifying needs, quickly gaining trust, approaching complex situations and resolving problems to maximize efficiency.
Process Improvement
Created new departmental procedures, and forms
Assessed team training and developmental needs
Management
Career directed development of representatives geared toward individual growth
Experience
May 2008 to Current
Nationwide Insurance Cleveland, OH
Customer Service Representative II
Address customer service inquiries in a timely and accurate fashion.
Developed effective relationships with all call center departments through clear communication.
Built customer loyalty by placing follow-up calls for customers who reported product issues.
May 2004 to February 2008
Progressive Insurance Highland Hts., OH
Product Specialist II
Documented process flows and developed requirements for functional improvements and enhancements.
Conducted activity-based analysis of business processes and made recommendations based on the findings.
Defined project deliverables and monitored status of tasks.
Drafted action plans and led meetings with department executives to review project status and proposed changes.
Monitored team progress and enforced deadlines.
July 2002 to May 2004
Progressive Insurance Highland Hts, OH
Customer Service Lead
Supervised and mentored an average of eighty new customer service representatives per year.
Owned team productivity metrics.
Effectively communicated with team members to maintain clearly defined expectations.
Addressed negative customer feedback immediately.
Education
1998 Cleveland State University Cleveland, OH
BBA Business Administration
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