Customer Service Representative

Monica Redwine

**** ****** ***** ***. *** **** - Arlington, TX 76015

******.*******@***.*** - 469-***-****

** + Years of combined Customer service and Call Center experience. I have a strong ability to grasp and

utilize new information quickly, while still maintaining accuracy during peak volumes of work. Computer

proficient, excellent written, oral, and interpersonal communication skills. Unconditional dedication to

resolving complex issues, and excels in an environment as a team player.

WORK EXPERIENCE

Underwriting Service Assistance

State Farm - Richardson, TX - January 2014 to Present

Provide assistance to underwriting staff by performing a variety of support services.

Maintain and update policyholder records(e.g. changes to coverage, additional autos, name and

address changes)

Prepare incoming applications for underwriting review

Clear errors and resolve policyholder issues

Communicate with agents, policyholders, and third parties using various communication media

Type and/or process a variety of reports, filings, form letters and cancellation letters to comply with

state and federal laws.

Skills Used:

Analytical thinking, problem solving, pc skills, writing skills

Child Care Worker

Cornerstone Academy - Arlington, TX - March 2012 to October 2013

Lead teacher for Infant two classes.

Responsible for the day to day needs of the kids and their well-being.

Created and maintained monthly newsletters and weekly lesson plans.

Effectively communicated with parents regarding child's progress.

Assisted in office as needed with flyers, spreadsheets, filing, and schedules.

Skills Used:

Customer service, communication, and computer skills

Customer Care Team Lead

21st Century Insurance - Lewisville, TX - October 2004 to June 2011

Assist customers with routine requests, questions and concerns through research and resolution

Daily maintenance on accounts such as adding/deleting a driver, explanation of benefits, premium

collections, and quotes.

Maintained Motorcycle, Casualty, and Personal Umbrella Policies.

Maintained excellent monitoring scores; often averaging well above call center requirements

routinely serviced the customer by presenting them with enhanced products such as Renter's

insurance

Assist supervisors with their daily reports and processing of overtime requests

Resolved escalated calls in hopes of maintaining customer satisfaction and retention of business

Offered quality service by consistently providing the highest degree of courtesy, confidentiality, and

professionalism

Monitor CC Pulse for NR and hold.

Review CC Trends report/Conduct Coaching/Log Action

Welcomed new staff members to the floor by providing constant assistance with questions and

procedures

Customer Representative

Providian Financial - Arlington, TX - October 2003 to September 2004

Primary duties included resolving customer problems and concerns regarding debit card claims, and

other related financial products, often performed routine account-related transactions such as opening

new accounts, process of payments, and explanation of card benefits

Up sold other financial products offered by the company, and referred them to the appropriate

department for completion

Adhered and exceeded daily requirement of call volume and expectations related to my position

Maintained a strict level of confidentiality when handling financial accounts for my clients

Customer Service Representative

Cingular Wireless - August 2001 to June 2003

Provided customer information on new products, rate plans, services, and account maintenance

questions

Researched and resolved customer complaints often related to billing or payment adjustments

Created new accounts, while cross selling new products often beneficial to the needs of the client

Consistently maintained and excelled in creating a pleasurable working environment for my

customers and co-workers alike

EDUCATION

Grand Canyon University

10/2013 - Present

Certificate of Completion in Word Processing

Mansfield Business School - Fort Worth, TX

1990 to 1991

Tarrant County Junior College - Fort Worth, TX

1989 to 1990

Dipolma

Trimble Technical High School - Fort Worth, TX

1985 to 1989

TECHNICAL SKILLS:

Computer knowledge: Microsoft Word, Microsoft Excel, Power Point

Internet Explorer, Windows, APS, Davoxx, Profit,

Siebel, DOS system (mainframe, reflections)

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