Customer Service Data Entry
Resume:
TIARA
T Clementon, NJ *****,
ad1bqr@r.postjobfree.com
PROFESSIONAL SUMMARY
Dedicated professional with demonstrated strengths in customer service, time management and trend tracking. Good at troubleshooting problems and building successful solutions. Excellent verbal and written communicator with strong background cultivating positive relationships and exceeding goals. SKILLS
• Call management • Problem resolution • Documentation
• Strong communication • Consultative sales • Microsoft Office
• Zendesk • Time Management • Data Entry
EXPERIENCE
Customer Service Representative February 2022 - December 2022 Liberty Mutual MARLTON, New Jersey
• Handled 50-80 calls per day, achieving top 5% metrics in the office.
• Followed up with customers to ensure resolution satisfaction, resulting in a 95% satisfaction rate.
• Collaborated with colleagues to deliver quality customer experience, improving team performance by 20%. Conducted surveys to gather feedback from customers and recommended improvements to increase customer satisfaction.
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Resolved complex issues related to insurance policies, coverage, and billing, resulting in a 25% reduction in complaint escalations.
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Insurance Service Agent June 2019 - April 2021
CSAA Hamilton, New Jersey
• Exceeded company's expectation in quality and service level, resulting in a 90% customer retention rate.
• Mastered de-escalation tactics, diffusing 95% of calls without manager assistance.
• Mentored new-hires, achieving a 100% exam success rate and preparing them for post-training. Analyzed market trends and customer feedback to identify areas for improvement in product offerings and service delivery, resulting in a 15% increase in customer retention.
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• Led a team of 5 agents in achieving and exceeding service goals, resulting in a 20% increase in team productivity. Financial Services Representative April 2018 - June 2019 TD Bank Mount Laurel, New Jersey
• Accelerated sales of high-yield accounts, resulting in a 15% increase in revenue. Established relationships with members and sought opportunities to offer products and services, resulting in a 10% increase in cross-selling.
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• Handled 60-80 calls per day, resolving 90% of complex customer questions and problems without escalation. Conducted customer research to gather insights on their needs and preferences, and shared the findings with the product development team to inform product improvements, resulting in a 10% increase in customer satisfaction ratings.
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Conducted financial needs analysis and provided customized financial advice to members, resulting in a 25% increase in sales revenue.
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EDUCATION
Certification - Business Analytics July 2023
Udacity, Clementon, New Jersey
• Slack usage for communication
• Familiarized with SQL, Excel, Data Analysis, Data Entry, Spreadsheet Creation Diploma June 2010
Leap Academy University Charter School, Camden, New Jersey
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