Customer Service Representative

Vanetta L.Johnson

**** *. ***** **. **** 312-***-****

South Holland, IL 60473 Alt 708-***-****

Email: ************@*****.*** / ************@*****.***

Professional Development:

Over ten years of customer service experience.

Dedicated to providing quality customer support; consistently meeting or exceeding client needs by

providing service beyond expectation.

Superb troubleshooting and analytical skills with capacity to accurately identify and assess problems.

Proven project management abilities; able to assume multiple responsibilities and remain productive

within a time sensitive and fast paced environment.

Recognized for professionalism, thoroughness, and commitment to quality and teamwork.

Outstanding communication and interpersonal skills with the ability to listen effectively

Computer Skills:

Operating System: Windows/Mac

Software: Microsoft Word, Microsoft Outlook, Microsoft Office, Microsoft Excel,

Adobe Acrobat, Sales force C.A.R.E Ticketing System, Fax port, 360, Portal ticketing system, Avaya Phone System, and Twinkle.

Hardware: Printers, Fax Machines, Copy Machines, and Hard Drives

Work Experience:

October 2016- Present Uber Chicago, IL

Picks up customers and takes them to their designated point of destination.

Makes sure customers are safely dropped off

November 2010-Sept 2016 Combined Insurance Chicago, IL

Customer Service Representative

Helped policy holders with questions in regards to their policies and claims.

Scrolled in between the claim and policy holder screen to give pertinent information to the PH

Answered calls in an inbound call environment taking up to 100 calls a day, making sure calls are

verified, and all questions answered in less than 4 minutes.

Gave each call excellent quality, quantity, and customer service.

Able to calculate the amount of how much a policy holder is able to receive for benefits from each

policy.

First point of contact for the policy holders and act as a liaison between the policy holder, claim

adjuster, and all other departments.

Transferred calls to the appropriate extensions (ex conservation, claims, supervisors, etc)

Spoke with field agents in regards to policy holders pertinent information, helping them with

locating policy holders, answering questions in regards to policies being enforced, lapsed, how much

they (PH) is paying for the policy or claims questions.

December 2006-April 2009 McGraw Hill Companies Schaumburg, IL

Technical Support/Customer Support (Contractor)

Used remote control technology to troubleshoot personal computers, peripheral devices, and

software .

Used database, spreadsheet, word processing, and communications software with some knowledge of standard hardware & software configurations, CPU, and peripheral devices

Answered phones with a heavy call volume, in a fast paced environment, while multitasking through windows.

Provided telephone support using AVAYA IP Agent including assessment and resolution of customer reported

July 1997 – November2006 Eagle Mortgage & Consultants Lansing, IL

Customer Service Supervisor/Loan Processor

Answered phones with a heavy call volume in a fast pace environment.

Trained new employees on general office duties, such as faxing, filing of documents, answering and

distributing calls on a multi line phone system and etc.

Acted as a liaison between loan officer, client and lender and kept status of loans generated.

Provided administrative support to 11 loan officers including the president.

Effected rates and clients paperwork in order to get client best LTV (Loan to Value)

Scheduled and prepared closings for loan officers.

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