Customer Service Representative

Kimberly Campbell

*** ************ ***

Brooklyn NY 11207

Cell : 917-***-****

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

_

Objective: To obtain a position in which I can utilize my organizational

and problem solving skills

Professional Experience:

Time Warner Cable June 2008 - Oct 2014

Present

Product Specialist/Advanced Services Representative

- Handled high-volume incoming phone calls and respond to inquiries and a

timely and

productive manner.

- Sold and upgraded company core products in accordance with the

company's requirements and customer needs.

- Strongly influence customers from discontinuing cable services

- Provided information regarding products, services, billing, repair,

collections as well as other types of inquiries

- Responded to customer complaints in a professional manner and try to

resolve all complaints successfully in accordance with established

guidelines and inform supervision and/or management with unresolved

complaints.

- Scheduled customer installs and service calls in accordance with

established procedures.

- Documented daily customer transactions accurately in ACSR

- Covered workload with co-workers, lead persons and other departments

as appropriate

- Excelled in call quality by receiving high scores on monitored calls

Government Employees Insurance Company, Woodbury NY Nov. 2003 - Dec. 2007

Policy Service Tech/Underwriter

- Review and analyze motor vehicle reports

- Review and analyze mail with policyholder questions

- Verify the accuracy of computer produced documents

- Perform quality audits on completed work of peers

- Train other technicians to process and handle their work

- Maintain status reports on the work produced

- Correspond with policyholders via phone and email

- Evaluate the underwriting risk desirability of policyholders

- Place policyholder in appropriate tier and assign surcharges when

applicable

- Process policyholder mailed and emailed requests

- Handle reconsideration requests from policyholders on surcharges

rejections and

terminations-analyze these requests and resolve or with a recommendation

to resolve if

beyond authority level

- Obtain additional Information from policyholders needed for underwriting

evaluation

Service Representative-Call Center, Woodbury NY May 2000 - Nov. 2003

- Handle high volume of incoming calls

- Advise policyholder of liability coverage and discounts

- Accurately document customer service request and update

policy via computer

- Maintain "A" calls goals above 80%

- Sell GEICO personal umbrella policies

- Defuse irate policyholders

- Train new employees

- Obtain information by phone from policyholders regarding their

insurance.

- Counsel policyholders by phone on enhancements to their

policies to ensure that they are adequately protected

Education:

Katharine Gibbs College New York, NY

Legal Secretary Certificate

References furnished upon request

Contact this candidate