Customer Service Agent

DEBORAH GRAY

*** ******* **** *****, **

405-***-**** EMAIL · ***********@***.***

Experienced professional able to apply strong administrative and communication skills to perform a variety of complex tasks. Experienced in working with a diverse group of people individually or in group settings. Organized, detail oriented individual adept to establishing priorities and bringing multiple tasks to completion. Dedicated team player able to work independently or in group settings.

EXPERIENCE

08/2023 – 05/2024

SR. CUSTOMER SERVICE AGENT (REMOTE- WFH)

RESPONSIBLE FOR PROVIDING WORLD-CLASS CUSTOMER SERVICE TO AUTO INSURANCE CUSTOMERS WHILE RESOLVING CUSTOMER INQUIRIES AND PROCURING TOTAL LOSS INFORMATION FROM INSURERS AND VEHICLE OWNERS. RESPONSIBLE TO WORK CHAT, INCOMMING CALLS, AUTO VALUATIONS, RECEIPTS AND WINDOW STICKER QUEUES WHILE MAINTAINING CALL VOLUME. CONSISTENTLY ACHIEVED ABOVE AVERAGE SCORES FOR QUALITY AND CALL HANDLE TIME. QUICKLY LEARNED VARIOUS ASPECTS OF JOB AHEAD OF SCHEDULE.

08/2019 – PRESENT

Customer Service Agent (Remote-WFH)

Take a high volume of calls and identify customer needs while navigating through multiple computer programs with speed and accuracy. Process orders and solicits additional orders through upsell efforts. Responsible for maintaining a high level of professionalism with clients while establishing a positive rapport. Meets and exceeds weekly and monthly sales and production goals. Consistently receives monthly incentive and bonus payment.

12/2009 – 01/2017

COUNSELOR/SUPERVISOR /TRAINER

Provided therapeutic intervention services to children, adolescents, and adults using individual, family, and group treatment. Successfully provided crisis Intervention services to clients. Trained in crisis intervention services. Proven ability to develop thorough and accurate treatment plans. Provided psych-education classes to youth and adults. Created curriculum and taught classes weekly.

03/2016 – 01/2017

INSTRUCTOR

Instructed Introduction to Psychology, Developmental Psychology and Health Psychology to college level students at a university.

01/2006 – 01/2008

HOME STUDY/ SWIFT ADOPTIONS CONTRACTOR

01/2006 – 01/2007

ACADEMIC COUNSELOR

01/2004 – 01/2006

FINANCIAL AID COUNSELOR

01/2002 – 01/2004

BEHAVIORAL SCIENCE COORDINATOR

2001

MORTGAGE LOAN ORIGINATOR

2000-2001

USPS – DATA CONVERSION OPERATOR

1998-2001

ALLERGY AND ASTMA CENTER BILLING MANAGER

1998

PREFERRED HELATH NETWORK – CLAIMS ANALYST

1996-1997

GULF SOUTH HEALTH PLANS - CLAIMS ANALYST

EDUCATION

DECEMBER 2015

POST MASTER’S CERTIFICATE IN COLLEGE TEACHING

4.0 GPA, PRESIDENTS LIST

DECEMBER 2006

MASTER OF SCIENCE IN COUNSELING PSYCHOLOGY,

SOUTHERN NAZARENE UNIVERSITY

3.88 GPA, SUMMA CUM LAUDE

MAY 2004

BACHELOR OF SCIENCE IN BEHAVIORAL SCIENCE,

MID - AMERICA UNIVERSITY

4.00 GPA, SUMMA CUM LAUDE

SKILLS

Proficient with MS Outlook, Excel and Windows

Excellent written and verbal skills

High attention to detail

Self - sufficient, works well independently

Positive and energetic

Organized, reliable and dependable

Excellent time management skills

Team player

ACTIVITIES

INVOLVED IN CHURCH ACTIVIES SUCH AS THE HUGS TEAM THAT WORKS WITH THE HOMELESS POPULATION THROUGHOUT OKALHOMA CITY AND NORMAN. SPEAKER AT CONFERENCES.

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