Customer Service Representative

BECKY D

JACKSON

Vail, AZ ***** 559-***-****, ****************@*****.***

PROFESSIONAL SUMMARY

Dedicated, results-oriented professional with demonstrated strengths in customer service and time management, Excellent at troubleshooting problems and building successful solutions. Excels in verbal and written communicator with strong background in cultivating positive relationships and exceeding goals. Goal driven while managing high-volume of inbound and outbound customer calls with a first call resolution mentality.

SKILLS

Account updating

Problem resolution

Call management

Strong communication

Positive and professional

Database maintenance

Complaint investigation

Account updates

Leadership

EXPERIENCE

Escalation Specialist 5

Citibank Tucson, AZ

March 2023 – February 2024

Support internal and external customers. Assists with 60+ daily inbound calls resolving supervisor-escalated inquiries related to account level information and provides technical support as needed. Solves moderately complex problems, time sensitive inquiries, and multi-tasks in high volume situations. Identifies and escalates issues to appropriate sources.

Performance reviews at exemplary in call metrics including an achieved 1.48% in customer sentiment with a company goal of 0.48%.

Confident in working with little to no direct supervision. Applies detailed knowledge of a wide range of specialized administrative/technical skills; and most of the impact is related to the accuracy of the tasks performed.

Assesses risk when business decisions are made, demonstrating consideration for the company's reputation and applying sound judgement regarding personal behavior, conduct and business practices.

Service Representative 4

Citibank Tucson, AZ

August 2022 - March 2023

Assisted with evaluating and resolving service inquiries from clients across different platforms with a focus on first call resolution. Effectively used various computer systems to complete assigned tasks and address account inquiries.

Proficient with completing assigned tasks in an efficient and timely manner. Skilled at maintaining composure while solving complex issues with clients. Model integrity, ethical judgement, and professional conduct in interactions on and off the job site with colleagues and clients.

Able to minimize operational loss through adherence to company policies and procedures. Provide an exceptional customer experience through empathy, understanding and genuine compassion for the needs of our customers while safeguarding the reputation and assets of the company.

Effectively and patiently communicate and instruct my clients to enable them to use digital and mobile technology as it relates to account navigation through all forms of customer accessed platforms.

Benefit Consultant

Aetna / CVS Health Tucson, AZ

December 2021 - August 2022

Researched and prepared a thorough evaluation of our client's summary plan descriptions and related documents containing no less than 500 pages. Prioritizing, using Microsoft Office products, a focused course of action to map a drafting schedule for all Coverage of Benefits materials and literature for completion in a timely manner with no less than 99% accuracy.

Effectively communicate any required revisions and/or changes to avoid any unintended liability in support of the plan. Utilize and interpret available resources in responding to both standard and non-standard benefit drafting requests, to include, but not limited to, legislative comparisons.

Prioritized and edited employer certificates, contracts and booklets according to predetermined standards.

Consolidated and ensured that benefits were mapped accordingly and drafted all legislatively mandated booklets and contracts requested from plan sponsors with extreme attention to detail while maintaining high accuracy and adhering to all confidentiality and HIPPA guidelines.

Customer Service Representative

Pacific Gas & Electric Company Fresno, CA

March 2012 - June 2022

Managed 100+ customer calls daily with efficiency in a fast-paced, high volume call center. Detailed in accurately documenting 100% of customer interactions.

Diffused difficult customer issues while maintaining composure and professionalism with respect for the customer and in the interests of the company. Contributed to billing accuracy by reviewing charges for services provided, processed payments, and arranged long-term payment plans. Focused on inbound customer issues and requests while maintaining strict performance targets. Generated 12 newsletters for three contact centers to showcase employee accomplishments and recognition.

EDUCATION

Associate in Arts (A.A.) - General Education in Process

Fresno City College, Fresno, CA

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