Call Center Customer Service

GAY WILLIAMSON

Cincinnati, OH ***** Phone: 513-***-****

*************@*******.***

Professional Summary

I currently have active Life/Health and Property and Casualty licenses in all U.S. States. My background is varied – from working for the U.S. Army overseas to self-employment, to a variety of insurance-related jobs.

Skills

• Customer Inquiries

• Conflict Mediation Activities

• Good Judgment

• Call volume & quality metrics

• Customer Satisfaction

• Process transaction

• Good listening skills

• Customer Data Confidentiality

• Documenting Calls

• Met/Exceeded performance goals

Work History

Property & Casualty Insurance Customer Service Representative Mar 2019 - May 2023 TATA Consulting Services

• Helped large volume of customers every day with positive attitude and focus on customer satisfaction

• Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly

• Responded proactively and positively to rapid change

• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor

Reader/Team Leader (Seasonal) Mar 2008 – Jul 2020

Data Recognition Corporation

• Conducted training and mentored team members to promote productivity and accuracy

• Established open and professional relationships with team members to achieve quick resolutions for various issues

• Monitored team performance and provided constructive veedback to increase productivity and maintain quality standards

• Monitored time and attendance and assessed team members' performance Health Plan Advisor (Seasonal for Open Enrollment) Oct 2016 - Dec 2017 Anthem

• Responsible to customer inquiries regarding health insurance coverage and policies to assist with informed decision-making during open enrollment in call center environment

• Analyzed customer needs to provide customized insurance solutions

• Analyzed risk factors to recommend appropriate coverage levels

• Educated clients about health insurance coverage options, benefits and costs Licensed Massage Therapist Jul 1992-2022

Self-Employed

• Addressed mobility limitations and generalized pain originating from muscle tightness through deep tissue massage techniques

• Assessed guest needs and identified muscle issues, medical conditions and contraindications before beginning session

• Assessed clients to determine appropriate massage techniques to apply

• Advised clients on areas such as posture, at-home exercises and stretches

• Maintained accurate and up-to-date client records

• Provided custom massage treatments, tailored to individual needs and preferences

• Analyzed postural assessments and range of motion

• Performed sanitization tasks to keep massage environment clean and safe. Education: Bachelor of Arts – Psychology Sep 1992

Miami University, Oxford, OH

Additional Information

I have always enjoyed helping people. You will find me to be a reliable employee, a fast learner, and an analytical thinker. I possess an “old-fashioned” work ethic.

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