Customer Service Representative

TRAVION COCKFIELD

**** ******* ** *****: 214-***-****

HOUSTON, TX 77057 Email: **.*********@*****.***

Professional Summary

Goal-oriented self-starter with an astute attention to detail and organization, looking to secure a challenging position that will allow me to

contribute my extensive experience and expertise within: customer service, call center support, product knowledge, quality focus, problem

solving, market knowledge, documentation skills, phone/listening skills, conflict resolution, and court mediation

Related Skills / Qualifications

• Critical thinker with the ability to identify challenges and provide value-added solutions

• Adherence to standards of professional behavior and ethics

• Demonstrated oral and written communication and interpersonal skills

• Evident leadership abilities, quality work ethic, and ability to prioritize in multi-task work environments

• Strong customer service, interpersonal and critical thinking skills

• Highly organized and motivated decision maker

Professional Experience

INSIDE AUTO CLAIMS SPECIALIST

LIBERTY MUTUAL DALLAS, TX 2013 - PRESENT

• Review and administratively set up simple and straightforward claims (i.e., small theft or minor automobile property damage) in

the tracking system and write or revise the description of loss to ensure that it accurately reflects the actual circumstances

• Determines liability and establish claim reserve requirements, making adjustments, as necessary, during the processing of high-

volume claims, while documenting actual damages associated with claims and processing claim settlements within assigned

authority limits

• Communicate with policyholders, witnesses, and claimants in order to gather information regarding claims, including but not

limited to: responding to various written and telephone inquiries, status reports, explaining the facts and logic behind Liberty

Mutual decisions in a way that the customer understands, even when they do not agree with the decision

CUSTOMER CARE REPRESENTATIVE II

AGL RESOURCES– (NATURAL GAS DISTRIBUTION) RIVERDALE, GA 2010 - 2012

• Resolve customer inquiries services, products, billing and reported problem areas

• Prepare field orders for off-site (e.g. Turn-Ons, Turn-Offs, Transfers, etc.)

• Perform daily system updates to maintain customers account information and related actions

RETAIL CONSULTANT/ SIGNS AND GRAPHIC TECH

FEDEX KINKO’S ATLANTA, GA 2006 - 2009

• Provided training to newly hired customer care representatives

• Solved problems through anticipating customer needs and suggesting alternate measures

• Coordinated shipping related services through the maintenance of incoming/outgoing parcel logs

COLLECTIONS REPRESENTATIVE/ CUSTOMER SERVICE REPRESENTATIVE

CREATIVE STAFFING ATLANTA, GA 2005 - 2006

• Proactively secured “promise to pay” from delinquent customers while obtaining updated financial status.

• Exceeded company performance metrics for customers fulfilling promises to make timely payments.

• Consistently met and/or exceeded monthly collection quotas for calls handled (inbound and outbound)

Education & Computer Expertise

Grand Canyon University Phoenix, AZ

Bachelors of Science – Business Management (In progress) 2012 - present

Evans High School Orlando, FL

Resume of Travion Cockfield

High School Diploma 1993 - 1997

Operating Systems: Windows, Mac OS

Software: Microsoft Office Suite (Excel, Outlook, Access, PowerPoint, Word)

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