Customer Service Representative

Nicole Benton

** ****** ************, ** ***** 803-***-**** ************@*****.***

Profile

Highly motivated administrative professional with exceptional organizational skills and customer service focus. Over five years’ experience in Customs Brokerage import with a comprehensive background in entry writing, classifying, training and problem resolution. Able to manage multiple tasks simultaneously, while providing ideas and positive changes to increase productivity and reduce cost. Seeking long-term growth and opportunity with a dynamic company.

Experience

AGENT SERVICE REPRESENTATIVE CHUBB COLUMBIA, SC 2023

HYBRID

Responsible for handling specific call types and completing the requests in accordance with departmental guidelines and procedures

Responsible for creating a positive customer experience through professionalism, amicability, and knowledge of Combined's products and systems

Supporting Field Sales agents with insurance product information

Be able confident and capable to handle all new business, underwriting, claim and compensation situations

Consistently meets or exceeds expectations for departmental standards related to quality, average handle time, auxiliary time, after call work, customer satisfaction and other KPI's

Effectively prioritizes according to competing demands and shifting objectives

Learn all policy product lines, all procedures for the core and worksite calls

Continuous Learning: Demonstrates a desire and capacity to expand expertise, develop new skills and grow professionally

INTAKE REPRESENTATIVE QRM COLUMBIA, SC 2022 – 2023

REMOTE

Manage incoming and outgoing calls, client service inquires, identifying and assessing customer needs to achieve satisfaction.

Provides updates to clients on client needs to contribute client satisfaction.

Claim intake and setup of claim information received via email/fax

Claim intake services via telephone

Triage existing claims.

Electronic filing of state mandated workers compensation compliance reporting client application/database to record activities.

First Notice of Loss (FNOL) and First Report of Injury (FROI) reporting, as well as Family Medical Leave (FMLA), Short-term and Long-Term Disability absence management services

Prompt distribution of claim information.

Data entry responsibilities, setting up new escalation claims and managing current escalation claims.

Claim reporting services for all lines of insurance claim intake.

COVID-19 CONTRACT TRACING DEPARTMENT OF HEALTH AND ENVIRONMENT CONWAY, SC 2021-2022

REMOTE

Manage incoming and outgoing calls, case service inquires, identifying and assessing customer needs to achieve satisfaction.

Resolves complex or unusual QUESTIONS and problems that may require a customized response and communicates solutions or requested information to the client.

Manage case application/database to record activities.

Data entry responsibilities, setting up new cases and managing current case jobs.

An understanding of patient confidentiality, including the ability to conduct interviews without violating confidentiality (e.g., to those who might overhear their conversations)

Understanding of the medical terms and principles of exposure, infection, infectious period, potentially infectious interactions, symptoms of disease, pre-symptomatic and asymptomatic infection

Excellent and sensitive interpersonal, cultural sensitivity, and interviewing skills such that they can build and maintain trust with patients and contacts

Basic skills of crisis counseling, and the ability to confidently refer patients and contacts for further care if needed

Resourcefulness in locating patients and contacts who may be difficult to reach or reluctant to engage in conversation

Understanding of when to refer individuals or situations to medical, social, or supervisory resources

Cultural competency appropriate to the local community

Immediately identify and interview people with SARS CoV-2 infections and COVID-19 (i.e., disease)

Support isolation of those who are infected

Warn contacts of their exposure, assess their symptoms and risk, and provide instructions for next steps

Link those with symptoms to testing and care

work with those who have tested positive to help them recall everyone with whom they have had close

Contact 10 to 15 contacts per day

gather information on the spread of the infection

ensure that people who are exposed to a contagious person are provided education regarding the next steps and how to seek testing if indicated.

public health efforts to control spread of the disease

focused on investigating each case and all who come into contact with that person

receive reports of positive test results after infected

prioritizing the investigation of clusters of COVID cases

high-risk, congregate settings with potential risk for ongoing transmission (e.g., people living or working in congregate living facilities (nursing homes, assisted living, correctional facilities), high density workplaces or other settings with potential ongoing transmission.)

CSR III RRDONELLEY COLUMBIA, SC 2020 – 2021

HYBRID

Manage incoming and outgoing calls, client service inquires, identifying and assessing customer needs to achieve satisfaction.

Resolves complex or unusual requests and problems that may require a customized response and communicates solutions or requested information to the client.

Provides updates to internal teams on client needs to contribute client satisfaction.

Manage client application/database to record activities.

Manage client inventor items maintenance in applicable systems, producing and analyzing reports.

Verify composition or perform copy prep as needed for order processing purposes.

Data entry responsibilities, setting up new print orders and managing current print jobs.

Perform pricing and generate quotes for new print jobs.

ADMINISTRATIVE BUYER, MRO FN AMERICA COLUMBIA, SC 2018 - 2020

HYBRID

Manage all aspects of purchasing and distribution, with daily responsibilities to include monitoring stock levels and identifying purchasing needs, tracking orders to ensure timely delivery, order entry, and order follow-up.

Reduce cost of purchased product by conducting market research to identify pricing trends, researching potential vendors, requesting price quotes from vendors, completing cost analysis to comparing quotes against targets, evaluation and negotiation of better pricing and terms.

Manage vendor relationships via extensive communication and follow-up, including onsite & offsite visits and existing suppliers to ensure timely and effective communication.

Improve business operations by assessing purchase orders for accuracy and compliance with regulations, interactions with warehouse staff to ensure all product arrives in good condition, manage weekly inventory and replenishment as required, maintaining records of invoices and contracts, and updating internal databases of order details (dates, vendors, quantities, discounts)

Create regular reports to communicate effectiveness of cost-reduction strategies and highlight opportunities for improvement.

CUSTOMS BROKER AGENT DHL GLOBAL FORWARDING COLUMBIA, SC 2013 - 2018

HYBRID

Interacted with internal/external customers with regards to shipment status, problem resolution, contract negotiations, and developing SOP’s

Monitored shipments and communicated directly with customers regarding demurrage/storage risks, and billing approval

Advised customers with regards to import restrictions, tariff systems, insurance requirements, quotas, or other customs-related matters.

Gained and applied experience with PGA’s such Lacy, FDA, DOT, & FCC.

Ensured compliance to frequently-changing import laws and regulations by reading current literature, attending meetings, and conferring with colleagues.

Trained basic brokerage industry knowledge and requirements to new hires

DATA PROCESSING SPECIALIST RANDSTAD AGENCY COLUMBIA, SC 2012 –2013

Responsibilities included data input for all company applicants, maintaining records and service level agreements using communication tools such as email, phone calls, and other office equipment.

Analyzed failures to meet customer timeliness and report findings followed by solution proposals to customer and/or commercial owners.

Maintained open communication with priority customers and outside vendors.

ASSISTANT MANAGER RABBIT SHOP WEST COLUMBIA, SC 2011 – 2012

Performed all duties regarding opening and closing the daily operation.

Scheduled vendor deliveries, payment collection, & account management.

Responsible for completion of inventory for all goods and merchandise.

OFFICE ASSISTANT/PARALEGAL GEDDINGS LAW FIRM MANNING, SC 2009 – 2012

Responsibilities included general clerical and administrative duties including answering, screening, and transferring incoming calls, photocopying, processing incoming/outgoing fax transmissions, and mail room support.

Prepared and modified documents including correspondence, reports, drafts, and emails.

Scheduled and coordinated meetings, appointments and travel arrangement for managers or supervisors.

Maintained electronic and hard copy filing system.

Provided resolution for administrative problems and inquiries.

Education

CENTRAL CAROLINA TECHNICAL COLLEGE SUMTER, SC MAY 2010

Degree: associate in arts, paralegal science

PHOENIX HIGH SCHOOL ALCOLU, SC MAY 2013

High School Diploma

Skills & Abilities

ABILITIES

Proficient in Microsoft Office applications: Word, Excel, PowerPoint, & Outlook

Working knowledge of Logis AIR & OCEAN systems

Management of Customer/Vendor relationships including negotiation and contract management

Ability to lead, train, and maintain an enthusiastic productive team

Problem solving, data entry and organizational skills

Inbound and Outbound calling

Contact this candidate