Customer Service Services Representative
Resume:
ROCHELLE SALTER
Customer Service Representative
****************@*****.*** • 757-***-****
Douglasville, GA
Dynamic, pioneering, and performance-oriented Customer Services Representative with extensive experience in customer service and operations, adept at delivering high-quality remote support and resolving complex inquiries.
Proficient in maintaining efficient service processes, achieving high satisfaction levels through effective problem-solving, and managing a significant volume of communications daily. Proven track record in team collaboration, critical thinking, and adaptability within dynamic environments. Committed to leveraging organizational skills and an exemplary work ethic to provide seamless policyholder experiences. Demonstrated expertise in leadership, time management, and interpersonal skills to excel as a Customer Services Representative. Areas of Expertise
Customer Service
Problem Resolution
Communication Skills
Interpersonal Skills
Product Knowledge
Conflict Resolution
HR Operations
Attention to Detail
Time Management
Teamwork
Problem-Solving
Cross-Functional Collaboration
Professional Experience
Lincoln Heritage Life Insurance
Policyholder Services Representative (Remote)
January 2022 — February 2024
Optimize service procedures to elevate response efficiency and enrich customer interactions. Exceed individual call quality benchmarks, thereby bolstering team achievements. Foster collaboration across diverse teams to adeptly resolve complex challenges. Oversee high-volume inbound calls, even in high-pressure situations. Facilitate transactions encompassing debit and credit cards, along with electronic check payments. Uphold superior customer satisfaction by promptly addressing inquiries and resolving issues via email communication.
● Enhanced client satisfaction by effectively addressing and resolving inquiries and concerns.
● Surpassed performance objectives by showcasing outstanding communication abilities and extensive product expertise.
● Managed remote operations, handling over 100 incoming calls daily from policyholders, insurance agents, and potential clients.
● Processed an average of 15-20 death claims per day with accuracy and efficiency.
● Initiated up to 45 outbound calls to policyholders and insurance agents, facilitating seamless communication and assistance.
Fulfillment Strategies International
Customer Service Representative
February 2020 — January 2022
Ensured customer satisfaction by developing strategies to meet client needs and swiftly resolving issues. Managed robust support system for both internal and external clientele, facilitating special orders and coordinating merchandise pickups. Maintained organized inventory using a first-in, first-out system and managed daily trucking deliveries and pickups, liaising with major retailers. Administered timely processing of returns to uphold customer contentment and performed meticulous cycle counts for distribution accuracy. Employed RF scanning technology to enhance order fulfillment efficiency and provided prompt, accurate information to foster customer loyalty.
● Exceeded customer service expectations by handling 20-30 calls per day, minimizing wait times.
● Processed over 1000+ returns monthly, contributing to the company's 98%+ score on annual inspections with Tempur-Pedic.
● Coordinated 20-25 daily trucking deliveries and 15-20 weekly pickups, ensuring smooth operations with partners like Amazon and Walmart.
● Streamlined order processing through a multi-carrier manifest system, optimizing distribution workflows.
● Implemented RF scanning for inventory management, significantly reducing fulfillment errors and improving stock Page 2 2
accuracy.
Petty Officer, NC - Navy Counselor Recruiter June 2012 — June 2018 Provided comprehensive career counseling and development services to military personnel, ensuring alignment with personal goals and Navy objectives. Adapted quickly to changing priorities and managed a diverse workload, often on short notice. Utilized MS Office and military database software to submit timely reports and maintain accurate records. Established and maintained effective communication strategies, including liaising with local media and delivering presentations on Navy career opportunities. Coordinated the enlisted career information program, enhancing the professional growth of service members.
● Successfully processed 5-8 civilians monthly for enlistment, contributing to the growth of the Navy's workforce.
● Assisted 2-3 civilians monthly in obtaining commissions as officers, bolstering the leadership ranks within the Navy.
● Supervised teams of 10 to 20, ensuring the health and welfare of all team members. Additional Experience
Petty Officer, NC - Navy Counselor Recruiter
Education
Bachelor of Arts in Criminal Justice/Homeland Security Saint Leo University
Associate of Arts in Criminal Justice
Saint Leo University
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