Customer Service Quality Assurance
Resume:
Jessica Vertrees
Radcliff, KY *****
**************@*****.***
Skills
Account Management
Order Fulfillment
Membership Renewals
Database Management
Staff Training
Service Recommendations
Credit Card Processing
Conflict Management
Database Research
Database Maintenance
Call Control
Quality Assurance
Team Monitoring
Complaint Resolution
Documentation Review
Customer Support
Education and Training
May 1984
Western Boone Jr Sr High Indiana
GED
Certifications
notary republic, - since 2002 certified
Summary
Dedicated Senior [CSR
] with [21] years of experience in providing superb customer service. Expert in establishing rapport by listening to customers and understanding specific needs. Manage consistent one-call resolution to offer prompt and streamlined service.
Results-oriented Customer Service professional commended for exceptional customer satisfaction ratings, speedy resolutions and consistent availability. Strategic and persuasive with 21 years of experience working in customer-facing environments. Accustomed to using tactful communication and active listening to creatively solve problems achieve positive outcomes.
Deliver industry-leading service to every customer with knowledgeable, friendly support. Team-oriented, responsible and successful at maintaining team efficiency while meeting all customer requirements by leveraging strong multitasking, planning and problem-solving abilities. Quick learner well-versed in insurance operations and customer behaviors.
Experienced csr with over 21 years serving insurance customers. Skillfully educate customers, troubleshoot issues and process payments. Security-conscious, proficient in all regulations and successful in using multiple systems and interchangeable technologies to handle customer concerns.
Educated Customer Service Lead with great coaching, documentation and active listening skills. Proven history of maintaining professionalism and positivity in stressful situations. Trained in all customer service with extensive knowledge of data base.
Organized and motivated employee eager to apply time management and organizational skills in various environments. Seeking entry-level opportunities to expand skills while facilitating company growth.
Hardworking and reliable csr with strong ability in office. Offering many and [Skill]. Highly organized, proactive and punctual with team-oriented mentality.
Experience
November 2002 - November 2022
Hampton Hargan Ins Inc - Radcliff, KY
Senior CSR
Educated customers about products, pricing and policies to address and resolve issues.
Managed customer conflicts and challenging situations by staying calm and accessing internal knowledgebases to develop strategic solutions.
Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Assisted customers by answering questions, addressing concerns and providing current account information.
Met and exceeded performance goals to support long-term company growth and market dominance.
Handled calls for new sign-ups, service cancellations and cross-selling opportunities.
Consulted with customers regarding needs and addressed concerns.
Memorized company products and services to answer customer questions quickly and capitalize on upsell opportunities.
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