Customer Service Call Center
Resume:
PATRICIA JOHNSON
**************@*****.***
Customer Service Professional
Skilled personable office professional with over 20 years of customer service experience. I have provided a full range of administrative support to both internal and external customers. I am recognized for professionalism, strong interpersonal skills, and a commitment to excellence. Key Strengths: As a former Radio Broadcaster my key strengths are exceptional oral and written communication skills. I’m attentive to details and able to multitask while meeting deadlines and reaching goal objectives. PROFESSIONAL EXPERIENCE
State Farm Johns Creek, GA 2019-2020
National Hub at Johns Creek
Claims Support Associate
• Processed claim follow-ups, electronically labeled claim documents into customized groupings
• Created claim file notes, and transferred them electronically to the designated claim handler
• Drafted Disclosure Letters for litigation purposes State Farm Atlanta, GA 2018-2019
National Hub & Operational Center
Underwriting Service Assistant PCU BL Fire
• Demonstrated servicing and rating knowledge on Business Line Policies
• Reviewed and processed applications according to established referral guidelines
• Performed premium breakdowns, and calculated rates
• Researched and corrected routine system errors
• Prepared and assembled common policy forms, endorsements and filings
• Communicated with Agents, Producers and Third Parties State Farm Atlanta, GA 2016-2018
National Hub & Operations Inbound Call Center
Customer Service Representative
• Responded to a variety of insurance related questions and third-party vendor concerns
• Took initial loss reports and provided claim handler and contact information to the Insured
• Processed payments, policy cancellations and scheduled emergency road services
• Acted as a liaison between State Farm Agents, customer service and the afterhours call center
• Applied State Farm policies and procedures to unique situations and circumstances State Farm Atlanta, GA 2014-2016
National Hub & Operations Center
Retention Specialist Outbound Call Center
• Provided customer retention and support to State Farm Agents across the US assisting with retaining and building their book of business
• Generated 90 outbound calls daily to State Farm customers scheduling insurance and financial review with their designated Agent
• Uploaded monthly campaign calling list through proprietary software applications
• Exceeded monthly metric goals for each assigned Agent, winning numerous individual and team achievement awards
State Farm Atlanta, GA 2013 - 2014
National Hub & Operations Center
Initial Loss Reporter
• Initial point of contact for reporting a collision or comprehensive automobile claim
• Gathered and accurately documented Insured and Claimant loss information and policy coverage Randstad Duluth, Ga 2013 - 2013
Staffing and Employment Agency
Contractor for Gwinnett County Tax Commissioner
• Educated and provided Gwinnett County taxpayers with property tax facts including tax obligations, tax assessments, appeal rights, tax liens and delinquency consequences
• Served as a Window Clerk & Call Center Customer Service Support Specialist Production Plus – The Talent Shop Bingham Farms, MI 2007 - cur National Talent Services Staffing Agency
Product Specialist, Demonstrator, Brand Ambassador
• Managed and facilitated demonstration booths in select upscale specialty stores and malls throughout Georgia
• Demonstrated and sold high-end Barista Machines, Vacuum Systems, Beverage Dispensers, and provided various concierge type services as needed
• Awarded Demonstrator of the Month; recognized as dedicated, a favorite in all stores, flexible and efficient
• Earned companywide incentives by exceeding sales goals LexisNexis Risk Solutions Duluth, GA 2007-2010
Provider of authoritative content and information solutions for the legal and risk markets Administrative Receptionist
• Managed switchboard and project-based work while supporting five Business Unit Managers
• Authenticated and screened client’s credential verification requests for medical, educational, nuclear and various industry genres as assigned
• Maintained invoice tracking spreadsheets of vendor and service providers
• Allocated vendor expenses between business units and cost centers for payment approval
• Reconciled management’s procurement credit statements averaging $5,000.00 – $10,000.00 monthly
• Researched and investigated questionable payment requests saving the company an average of $3,000 monthly on invalid service claims and closed accounts
Peachtree Cinema and Games Norcross, GA 2003-2006
A Multi-Screen Movie Theatre and full arcade family entertainment venue Operations Manager
• Developed grass roots marketing, customer loyalty, and community outreach incentive programs
• Created best practices and procedures to maintain top quality movie entertainment values for movie goers
• Increased theater revenue by 30%; customer retention and loyalty by 70%
• Coordinated and allocated auditorium space to host special events and cultural affairs EDUCATION/TRAINING
Diploma, Radio and Television Broadcasting, Illinois Center for Broadcasting, Lombard, IL Diploma, Travel and Tourism, College of DuPage, Glen Ellyn, IL Professional Development
Toastmasters International
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