Customer Service Specialist
Resume:
Jacksonville, FL
*******@*****.***
Anaiya Copeland
Proficient, customer-focused, and results-driven customer service specialist. Obtains extensive experience in customer service, claims, and administrative roles in a remote environment. Provides the skills required for fast changing environments and multiple priorities. Demonstrates a strong ability to build customer rapport and provide effective rebuttals for objections. Proven track-record of consistently meeting performance-targets and de-escalating intense customer interactions. Showcases strong leadership and professional characteristics that align within a company’s mission and vision statement.
SKILLS
●Netforum
●CMR
●Vendor Relations
●Clerical Support
●Customer Service/Satisfaction
●Technical Support/Troubleshooting
●Microsoft Excel/Office
●Workflow Optimization
●Genysis
●Data Entry
●Quality Assurance
●Fraud Detection/Prevention
●POS Systems
●Fast typing 60+ wpm
●Supervising
●Java Script
●Zendesk
●Salesforce
●EMR Systems
RELEVANT EXPERIENCE
State Farm Solera (Remote)—Auto Loss Claims Associate
September 2023-Present
Led efforts to streamline the claims process, reducing processing time by 30% and enhancing client satisfaction. Implemented practical fraud detection measures, identifying potential fraudulent claims with 80% accuracy. Facilitated cross-departmental training on policy interpretation, reducing errors by 20%. Successfully navigated negotiations with external legal teams, achieving favorable outcomes in disputed claims. Maintained a 97% accuracy rate in claims documentation, ensuring compliance with regulatory standards. Contributed to the development of a customer-centric knowledge base, reducing query resolution time by 15%. Strengthened data security protocols, ensuring compliance with industry standards, and maintaining a secure database.
Dynata Remote—Outbound Survey Customer Service Representative
August 2022-September 2023
Accurately and confidently handling various types of client inquiries while engaging and building a consultative relationship in a fast-paced environment. Analyzed benefits data and trends, providing insights to reduce costs by 10% while maintaining employee satisfaction. Complied with procedures and policies to maximize team performance while implementing a knowledge base, resulting in a 20% reduction in common support inquiries. Introduced a customer feedback loop, facilitating continuous improvement initiatives and service enhancements. Contributed to the development of a customer-centric knowledge base, reducing query resolution time by 15%.
Express, Inc. Spring Hill, TN-Sales Associate/Cashier
September 2016-December 2016
Successfully resolved complex customer complaints, turning dissatisfied customers into loyal advocates. Consistently met or exceeded performance sales targets by implementing marketing strategies, building customer rapport, and utilizing effective rebuttals. Strategically assembled store displays with featured items to attract customers and promote sales. Maintained a customer satisfaction score of 95% through consistent, empathetic, and solution-focused interactions. Handled up to 100 customer interactions daily, focusing on quality and efficiency. Participated in customer service workshops to elevate customer service skills, implement feedback, and increase product knowledge.
EDUCATION
Certified Nursing Assistant Training Program Acumen Training Jacksonville, FL—CNA/BLS/CPR Certification
August 2023
Stillman College Tuscaloosa, AL—Music
August 2017-November 2018
Oakleaf High School Orange Park, FL—High School Diploma
May 2017
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