Customer Service Representative

Tonita Howard

Jacksonville, Florida ● P: 904-***-**** ● E: ************@*****.***

Professional Summary

Banking ● Resolution Coordinator ● Insurance Specialist ● Customer Success Advisor ● HR Assistant

7+ Years of Excellence in Risk Management, Root Cause Analysis, Data Entry, Relationship Building

Creative, influential Coordinator highly capable of driving Campaigns, Accounts, Customer Traffic and Client Relations. Executed Innovative Strategies to increase Business Revenue laying groundwork for future Opportunities. Equipped with a diverse and promising Skill Set to provide Business Excellence.

Key Skills and Competencies

Cross Functional Projects ● Meticulously Organized ● Data Visualization & Analysis ● Forecasting

Process Improvement ● Workforce Effectiveness ● Action Oriented ● Record Verification ● Sales Reports

Delegation of Tasks ● Risk Analysis ● Interpretive Skills ● Data Confidentiality ● Growth and Trends

Strategic Planning ● Customer Service ● Risk Management ● Insurance, Billing and Claims ● Training

Career Highlights

Operational Specialist - enhanced Client and Customer Satisfaction through Personalized Service

Key Contributor - Specializes De-escalation & Best-in-Class Customer Service; Advanced through the Ranks

Coordinator - exceptional Queue Management, hit Quality Metrics to achieve Company Growth

Professional Experience

Customer Service Representative - chosen to be trained as an Agent Specialist

Allstate Benefits, Remote Setting March 2022 to Present

Identifies and communicates trends to leadership team with customer feedback and satisfaction

Resolves complex customer issues by de-escalating situations and interpreting policies

Streamlines claims submission process and increased efficiency by thorough review of forms

Improves satisfaction by clearly explaining requirements with precision and timeliness

· Answer 80+ inbound calls per day regarding insurance claims, directing individuals to various departments and resolving customer concerns.

·Support customer service goals through friendly and positive communication.

· Review account and policy histories to identify trends and issues.

· Consult with customers regarding policy and service needs, addressing various product and account concerns for supplemental medical insurance.

· Deliver fast and accurate assistance for routine questions, complaints, and requests.

·Document conversations with customers to track calls, problems, and solutions.

· Developed email structure that reduced delays in sensitive account research by 25%.

·Part of the pioneer agent support unit to streamline agent research issues September 2019.

· Worked from home March 2020 to present. Utilized Zoom and Teams for communication.

Assisted in training CCC Representatives to handle Agent calls

Customer Service Representative - Promoted from Tier 1 to Tier 2 in under 1 year

Pearl Interactive Network, Remote Setting February 2021 to March 2023

Recommended process improvements to management based on 100+ customer feedback entries

Resolved 50+ daily calls on local/state emergencies with quick and effective action

Maintained 100% accuracy of the database by reviewing 100+ records daily

Delivered customer satisfaction by providing fast and friendly service to address inquiries

Customer Service Representative

Wachovia Bank August 2009 to September 2012

Processed wire transfers, account updates and balance inquiries on customer banking needs

Updated 100+ accounts weekly based on individual customer needs; improved satisfaction

Assisted customers monthly in replacing lost or stolen credit/debit cards with 100% success rate

Oversaw checking, savings and investments with expert strategies; 90% performance ratings

Tonita Howard

Jacksonville, Florida ● P: 904-***-**** ● E: ************@*****.***

Customer Service Representative

Blue Cross Blue Shield - Kelly September 2007 to January 2009

Addressed 50+ eligibility and coverage questions daily in a timely personalized manner

Maintained up-to-date knowledge of products, procedures and policies to enhance services

Processed and resolved complex customer issues, including system updates and claims research

Provided information on approved and pending claims to 100+ customers weekly

Executed organizational system and follow-up strategy resulting in an increase in satisfaction

Education

Florida State Community College, Jacksonville, FL - Associate of Arts in Business 2021

FSCJ - General Education Diploma

Areas of Expertise

Data Analyzing, Credential Verification, Business Intelligence, Abstraction, Negotiation, Data Entry

Interpersonal Communication, Database Management Systems, Data Privacy, Conflict Resolution

7+ Years, Customer Service - Banking, Claims, Insurance, FEMA Operations

Technical Skills

MS Office Suite, Excel, Word, Google Workspace, Web-Based Tools, Computer Literacy

“Leveraging Extensive Project Management Skills to Promote Outstanding Experiences and Outcomes”

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