Killeen, Tx *****
Engaging Customer Service Professional with over five years of experience in customer service and support, account management, problem-solving, and call-center operations.
•Talent for identifying customer needs and presenting appropriate company product and service offerings to address issues.
•Designed and implemented a customer satisfaction survey reducing customer complaints by 35%.
•Selected by over 200 customers for three consecutive months as the "Customer Service Representative" of the month.
•Proficient with Microsoft Office products (Microsoft Word, Excel, PowerPoint, Access, and Outlook).
Business Development Manager (2017-2020)
McLeod Auto Sales- Killeen,Texas
Heart of the car dealership.
Trained and managed a experienced team of three in customer care and development.
Handled high call volume. Answered questions concerning credit application and special financing.
Daily problem solving, always looking for opportunities to gain and earn new business. Working closely with management team reviewing reports and goals daily. Sending text messages, emails, and calls.
Daily training and monitoring calls to ensure high quality calls and daily development of team.
Customer Care Supervisor (2007 to2011)
People's Insurance Collections – Columbus, GA
Customer Care Supervisor for a major insurance company with over 5,000 clients in the Atlanta area
A team player promoted to supervisor of the call center managing 10 employees in support of internal and external customers. Collaborated with management team to create strategic plans to accomplish organizational goals while enhancing customer satisfaction. Work closely with employees by identifying training needs and providing assistance in opening new accounts and upgrading existing services.
•Initiated a sales performance program working with an International trainer emphasizing cold-calling techniques and connecting with the customers resulting in a 9% increase in new sales over a 10-month period.
•Developed product awareness program increasing employee knowledge equipping them to better serve client base.
•360 performance evaluations including positive comments from employees, peers, and senior management.
Customer Service Account Representative (2004 - 2007)
Recruited to excel and meet expectations to provide professional personalized service to a block of 300 People's Insurance accounts. Processed claims, answered questions, responded to concerns, and effectively resolved customer complaints. Assisted human resources in updating, training, and managing materials for sales division personnel.
•Selected to assist a 15-person sales team in the upgrading of existing services along with opening new accounts.
•Maintained daily, weekly, and monthly sales and service statistics receiving an excellence in data management during a quarterly audit.
•Received Customer Service award for excellence in resolving over 20 customer complaints in a 6-week period.
Medco Collections - Columbus, GA (2001 to 2004)
Served as a Collections Specialist for a private collection agency responsible for medical billing collections with 5 clinics.
Interfaced with customers and insurance representatives to identify billing needs, field questions, and facilitate payment of outstanding balances. Also, handled and prepared written responses to inquiries from major insurance agencies.
•Dramatically enhanced customer-satisfaction ratings by expediting all claims and ensuring a high degree of accuracy.
•Consistently worked through difficult issues with client and insurance agency resolving billing complaints.
EDUCATION and TRAINING
Working on Associate Degree - Communications & Public Relations
University of Ashton, Online Classes