Customer Service Representative

Ishia N. Ussery

**** ******* ****** * *******, GA 30340

404-***-**** • ************@*****.***

Objective

To obtain a customer service position in a broad based firm where I can maximize my people oriented

experience, communication skills and my problem analysis and problem solving abilities.

Work Experience

Assurant Specialty Property October 2012 - Present

Customer Care Representative (SunTrust)

● Assist customers with homeowner’s hazard insurance inquiries by answering incoming calls.

● Identify policy types and determine appropriate action needed (Condo, Flood, Wind, Hazard)

● Make appropriate updates to customers account in order to meet regulatory obligations.

● Make timely premium payments from established escrow accounts to ensure continuous coverage.

● Research and resolve loan level inquiries

● Make out-bound calls to insurance companies & agencies in an attempt to update customer account

● information when necessary.

● Responsible for communicating with various individuals involved in the claims process such as

homeowners, adjusters, mortgage companies, etc. to handle property damage claim requirements.

● Answer questions and respond to requests, inquiries, and complaints in a timely and professional

manner.

● Review and research claim information provided, make appropriate follow-up calls to resolve issues,

and process claim checks following standard policies and procedures.

● Ensure that internal and external standards are met on a consistent basis

● Efficiently and accurately enter information into company proprietary systems.

Capital One October 2011 - February 2012

Customer Service Specialist

● Assisted customers with statement and authorization inquiries by answering incoming calls.

● Account updates

● Processed customer payments

● Assisted customer with the redemption of reward points

● Assisted customer with the initial dispute process against merchants

Verizon Wireless February 2011 - October 2011

Customer Service Representative

● Assisted customers with billing inquiries, upgrades, and other account actions by answering

incoming calls

● Account updates

● Processed customer payments

● Help restore customer loyalty when they were looking to disconnect service

● ** Technical Responsibilities **

● Assisted customers with the basic troubleshooting steps to ensure that their device (phone, netbook,

tablet, internet device) would work properly on the network. Assisted customers with the changing

of their electronic serial number on the account.

● ***Accomplishments***

● July 2011 - member of the winning team that help my manager achieve Director's Cup

● August 2011- Hall of Fame Winner based off of performance; ranked 2nd in the entire center

Verizon Wireless March 2009 - February 2011

Fraud Coordinator

● Reviewed accounts for cloning fraud activity

● Account updates

● Reviewed and worked alarms for Global Data Roaming cases

● Reviewed and worked alarms for Equipment Fraud cases

● ** Technical Responsibilities **

● Assisted customers by sending out a security update to their device when they failed authentication

on the network. Performed troubleshooting steps when customers experienced problems with their

devices. Assisted customers with the changing of their electronic serial number on the account.

Education

College & Technical Preparatory Diploma May 2005

South Atlanta High School

References

Available upon request.

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