Customer Service Representative

John Cobb

Goal Driven

Birmingham, AL

***********@*****.*** - 205-***-****

Energetic Customer Service Representative with strong time management skills who thrives in a fast-paced, dynamic environment. Customer-oriented and successful at troubleshooting and handling customer support issues in a timely manner.

Authorized to work in the US for any employer

WORK EXPERIENCE

Customer Care Professional

Bright House Networks - Birmingham, AL - April 2015 to September 2015 Responsibilities

Meet the needs of the customer request or concern through positive engagement. Identify the needs of the customer by asking clarifying questions to effectively promote our products and services, and articulate the features and benefits in a competitive environment through successful negotiations.

Create customer loyalty by serving as a brand spokesperson while demonstrating a variety of selling techniques resulting in sales of our products and services. Proactively learn new information, report customer impacting concerns, think outside the box on customer resolutions and share best practices with others.

Accomplishments

Ranked #1 overall in the call center. Ranked #1 for customer satisfaction. Skills Used

Customer relations

Active Listening

Multi-task

Reasoning

Phone Banker

Wells Fargo - Homewood, AL - July 2014 to November 2014 Resolve customers concerns over the phone

Managing customers account.

Sell and upsell financial products that best fit the customers Accept and process payments

Payment Plan Representative

State Farm - Homewood, AL - October 2013 to March 2014 Support flexible billing options program

Respond both orally and in writing to inquiries from policyholders, Agency force, general departments, regulatory departments, mortgage companies, banks, claim representatives, and department employees Provide exceptional customer service and build positive relationships with both internal and external customers.

Perform account maintenance for State Farm Payment Plan accounts. Navigate and use multiple computer applications simultaneously to respond to internal/external customer inquiries.

Apply process guidelines and use independent judgment, reasoning, and critical thinking to make decisions. Claims Service Specialist

Allstate Insurance - Birmingham, AL - July 2012 to April 2013 Answer an average of 40 calls per day by establishing insurance claims and addressing customer inquiries and solving problems.

Investigated and resolved customer inquiries and complaints in a timely and empathetic manner. Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.

Manage wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.

Established and build rapport with every customer on every call. Presentation Team Member

Target - Bessemer, AL - August 2008 to July 2012

Plan and execute store Plano-grams on weekly basis. Establish and maintain effective team work. Have effective store communication. Provide excellent customer service. Recommended, selected and helped locate and obtain out-of-stock product based on customer requests. Conduct weekly walk-throughs with the manager to discuss interior visual displays, including store window presentation.

Maintain cleanliness and presentation of stock room and production floor. Organized store merchandise racks by size, style and color to promote visually appealing environment. EDUCATION

Bachelor of Science in Business Management with a concentration in Business Administration

Herzing University - Online

2015 to 2016

Associate of Science in Business Administration

Herzing University - Birmingham, AL

2008 to 2010

CERTIFICATIONS

NESTA Personal Fitness Trainer

April 2012 to April 2018

ADDITIONAL INFORMATION

SKILLS

MS Windows proficient

Committed to maintaining data integrity

Call center metrics decoding aptitude

Advanced Excel spreadsheet functions

Complex problem solving

Results-oriented

Customer-oriented

Exceptional communication skills

Strong client relations

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