Customer Service Sales Representative
Resume:
Kimberly Davis
Smyrna, GA **080
OBJECTIVE:
Seeking a full-time position in the customer service field that will enable
me to grow professionally, gain hands on experience and utilize my mentor
and customer service skills.
EXPERIENCE:
Bank of America, Kennesaw, GA
May 2013-Present
Fraud Claim Initiation Analyst
. Take appropriate action based on an evaluation of the customer's needs
which may include, filing a new claim, updating and follow-up on
existing claims and or reviewing appeals on denied claims.
. Initiate new claims using multiple systems and tools providing first
call resolution on inquiries.
. Assist customers in dissolving disputes directly with the merchant.
. De-escalate difficult client situations while using good, sound
judgment in decision making.
. Navigate in multiple computer systems while interaction with the
customer
. Perform research to resolve other general customer account inquiries
as appropriate and/or escalate issues on the customer's behalf while
providing world class customer service.
. Adheres to established service level agreements and sets appropriate
expectations with the clients and customers regarding the claims
process.
. Take personal ownership to ensure that customer's requests are
processed quickly and efficiently while maintaining compliance with
industry regulations and bank procedures.
Assurant, Florence, SC
October 2008-February 2013
Customer Service Team Lead IV
. Resolved escalated complaints and issues of customers regarding
services and procedures.
. Interpreted and communicated work procedures and company policy to
associates.
* Organized, motivated and coordinated the day to day work flow
activities of associates that perform the duties required of a
Customer Care Specialist or Sr. Customer Care Specialist to ensure
deadlines/service levels are met.
. Cross-trained to service multiple clients
. Continually maintained working knowledge of all procedure changes.
. Assisted with activities to help build moral within my team.
. Mentored associates and provide feedback to management on their
performance.
. Excellent attendance and consistently met key performance indicators.
. Inspired team members to perform and give their best.
. Assigned additional duties and responsibilities.
* Effectively relayed accurate and detailed information to various
parties via in-bound and out-bound telephone calls, in team meetings,
in addition created and facilitated training as needed to associates.
AT&T, Columbia, SC
May 2008-September 2008
Sales Representative
. Answered customer/client request or inquiries concerning services,
products, billing, equipment and claims.
. Responsible for improving customer retention through programs and
service provided to the customer
. Made recommendations according to customer's needs on features,
accessories, upgrades and rate plans.
. Utilized mechanized systems to initiated and complete service orders
and handle customer requests.
. Listened to determine needs of customers before offering a solution
and quickly established rapport with clients.
. Utilized strong interpersonal and communications skills to serve
customers; received employee of the month award twice.
Safe Auto Insurance Company, Hemingway, SC
June 2005-May 2008
Sales Representative
. Sold automobile policies in 14 different states
. Exhibited great customer service skills to a large diverse group of
people.
. Built meaningful rapport with the customers to anticipate their needs.
. Maintained monthly quotas and criteria's required within the company.
. Serviced customers in a call center environment.
. Received dozens of positive customer comments weekly
. Top selling agent for a Fortune 500 Company.
EDUCATION:
Williamsburg Technical College, Kingstree, SC
Earned 28 credits toward associate degree in Practical Nursing, January
1999-2001
Mary Brewer Insurance School, Columbia, SC
Personal Lines Insurance License, November 2005-December 2005
COMPUTER SKILLS:
. Microsoft Word, Excel, Access, PowerPoint, Outlook Express
. Microsoft Windows XP
. Microsoft Vista
References Furnished Upon Request
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