Customer Service Representative
Resume:
Susan L Smith
Dudley, MA ****1
************@*****.***
SKILLS:
● Ability to pay great attention to detail
● Outstanding multi-tasking skills
● Experienced in Microsoft Word, Excel and Access
● Excellent communication skills with a focus on customer service PROFESSIONAL EXPERIENCE:
MAPFRE Insurance
January 8, 2023 – Present
Position: Operations Support Representative
● Assist with First notice of loss emails and mail and input all info into CRM
● Enter claims from several different systems (CRM, AS400, Guidewire, Lotus notes and MAC etc.)
● Create and send daily reports
● Data Entry
● Open, sort, and prep all mail documents
● Make and receive calls as need
● Greet new hires
● Assist with general office duties
● Receptionist
● Printer, Copier and fax duties
AND:
September 23, 2019 – October 1, 2021
Position: Customer Service Representative II
● Assist New Hires with Call log review and provide feedback
● Assist Insured and Agent's with billing inquiries
● Payments
● Refunds / Waive Fees
● Refund Blocks / Payment plan changes
● Reinstatements / Agreements
● Provide exceptional Customer Service
● Assist in Billing Chat: Answer rep’s question
Pac Rail @ CSX Intermodal
October 4, 2021 – September 2022
Position: Gate Clerk / Programmer
● Schedule and coordinate the intermodal train planning activities at the terminal
● Answer Inbound Calls
● Assist drivers at the Automated Gate system
● Load planner
● Maintain awareness and organization within the railyard
● Monitor the AGS
● Inventory yard
● Train/Trailer verification
● Spot plan for incoming and outgoing trains
UniBank
June 2017 - August 2019
Position: Customer Service Representative
● Unlock Customer’s Accounts
● Process credits
● Answer Inbound Calls
● Assist customers with products (such as: Checking Accounts and Savings Accounts)
● Provide excellent customer service
● Fraud Report
● Assist Customers making payments on the UniPay site Rebecca’s Place 3
February 2009 - August 2015
Position: Waitress / Assistant Supervisor
● Server of food and beverages
● Cash register and Computer system
● Make change for customs
● Schedule and assign side work for employees
● Assign staff to specific wrk stations and tables for their shift
● Cash out other employees at the end of the shift
● Cash out drawer and register to make sure slips and drawer equal
● Assist with all staff issues or questions
● Assist with help anywhere needed
● Stock coolers
● Assist with any prep work (such as; cutting potatoes or other veggies, cracking eggs, putting together fruit cups or salads etc.)
● Making smoothies to order, french presses or any specialty drinks
● Keep all supplies stocked
● Assist with dishes and keeping all surfaces clean
● Keep restaurant clean and running smoothly at all times as well as making sure all customers are happy
OnProcess Technology Inc.
Positions: Quality Analyst Logistics Customer Service Rep level 1 and level 2 March 2011 - December 2016
Position: Quality Analyst / Quality Assurance
● Quality monitor agent’s phone calls and provide feedback
● Make sure reps are following call scripting guidelines
● Evaluate and score agents calls in Harmony (Noble) system
● Create and email Escalation reports to clients and management
● Check records updated by agents and fix all incorrect updates
● Create (in excel) daily, and bi- weekly QC Data reports
● Quality check reps data input and make updates as needed Logistics CSR level 1:
● Inbound calls, outbounds call and emails for several programs
● Assist with returns
● and respond to daily emails
● Process labels (FedEx and UPS)
Logistics CSR level 2: (All the above and including the following)
● Process package and pick up requests as well as sending boxes to customers as needed
● Schedule and research daily imports
● Assist with training new hires
Rose Garden
July 1999 - December 2010
Position: Bartender and Waitress
● Payroll
● Server of food and beverage
● MA State lottery
● Inventory control
● Cash register/ Computer
● Cash out and balance drawer
EDUCATION:
Nipmuc Regional High School
Mendon, MA
Diploma
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