Customer Service Representative

LAMONT BROWN

**** ***** *** ***** **** Florida **286 Cell: 786-***-****, Email: ************@*****.***

Customer Service Representative

Polished, professional customer service rep offering:

•Proven experience providing customer support in busy call center environments for public utility and insurance industry employees.

•An unwavering commitment to customer service, with the ability to build productive relationships, resolve complex issues and win customer loyalty.

•Strategic-relationship and partnership-building skills -- listen attentively, solve problems creatively and use tact and diplomacy to achieve win-win outcomes.

Experience

DIRECT TV

Customer Service Representative, 2/2022- 5/2024

Handle customer inquiries, complaints, billing questions and payment extension/service requests. Calm angry callers, repair trust, locate resources for problem resolution and design best-option solutions. Interface daily with internal partners in accounting, field services, new business, operations and consumer affairs divisions.

•Resolved an average of 350 inquiries in any given week and consistently met performance benchmarks in all areas (speed, accuracy and volume).

•Became the lead “go-to” person for new reps and particularly challenging calls as one of the company’s mentors and trainers of both new and established employees.

•Helped company attain the highest customer service ratings (as determined by external auditors) -- earned 100% marks in all categories including communication skills, listening skills, problem resolution and politeness.

•Commended for initiative, persuasiveness, intense customer focus and dependability in performance evaluations.

MEDICARE

Customer Service Agent, 8/2018 - 9/2021

Handled incoming calls from policyholders, responding to inquiries, resolving problems, and correcting policy errors. Provided quotes and executed online policy changes for auto, home and excess liability.

•Recognized as “#1 Customer Service Rep” (out of 20 reps in division) in 2016. Ranking was based on customer satisfaction, speed of resolution and availability.

•Co-developed on-the-job training program that reduced training time from eight weeks to five.

•Contributed to an 10% sales increase in 2016 by improving lead-generation and sales-tracking methods.

Education & Training

GHI CUSTOMER SERVICE SKILLS TRAINING

Completed five 4-hour modules of customer service training. Topics included how to:

•Greet transfer and hold calls ■ Build rapport, listen, clarify and manage conversational flow

•Manage upset customers, conflicts and challenging situations ■ Deliver outstanding service

Contact this candidate