**** ********** ** ********* ******* ***** 210-***-**** adqpu1@r.postjobfree.com

Professional

Summary

Dependable and skilled customer service specialist bringing management experience and a willingness to take on added responsibility to meet tight deadlines. Enthusiastic team player with a strong work ethic and advanced complex problem solving skills.

Skills

Work History

Insurance Service Rep II, 08/2019 to present

Nationwide-San Antonio, TX

Own the customer experience by answering foundational/moderate inbound phone calls, or other contacts from customers, agents, third parties, and business partners who are inquiring about insurance claims

•Diagnoses issues and uses findings to minimize transfers, escalations, and call backs by using all available resources and systems

•Completes customer interaction follow-up work for all required claims processes efficiently and effectively.

Continuing career path /development taking the Claims Learning Path, FOW and iDrives. Participated in the RCPS process, career mentor program and advisory council

Offers customer interactions consistent with company policies.

Uses customer’s information to promptly resolve issues and identify the right solutions in the first-time final interaction.

Completes customer interaction follow-up work to process all requested updates efficiently and effectively.

Navigates multiple computer systems while maintaining an engaging customer interaction.

Participates in and passes required comprehension and competency testing in technical and customer service skills training to learn current and best practices.

Customer Care Representative, 03/2018 to 05/2019

Conduent – San Antonio, TX

Aided in an efficient workflow process by handling a high volume of calls per day.

Met, and often exceeded, performance indicator standards such as call handling time, after call wrap up, and hold time.

Defused customer concerns with exceptional conflict and problem resolution skills.

Updated customer accounts and system database with latest details to support accuracy and efficiency in future interactions.

Delivered superior client services, fostering strong rapport, retention and satisfaction.

Managed service and account issues for SSI recipients and Direct Express Customers.

Eliminated inefficiencies by educating and training new employees on best practices and customer care procedures.

Responded to customer needs through competent customer service and prompt problem-solving.

Child Care Provider, 05/2010 to 01/2018

Dee's Family And Friends Childcare Center – Detroit, MI

Utilized personal and professional networks to identify, acquire and manage new clients.

Led activities for over 6 children ages 6 months to 7 years.

Created safe and engaging learning environment for groups of diverse children with various learning styles.

Consulted with families to discuss activities and behaviors of each child.

Managed safety and security of all children under care.

Met with parents about daily activities, positive developments and issues.

Worked with children individually and in groups to teach social, communicative and problem-solving skills.

Catering Manager, 07/2006 to 05/2010

Dee's Kitchen – Detroit, MI

Set and enforced performance and service standards to keep consistent, high-quality environment devoted to customer satisfaction.

Limited portion sizes and used garnishes to control food costs.

Maintained high standards of food quality by reviewing shipments, overseeing preparation and monitoring food safety.

Placed orders with vendors on regular basis.

Managed employees throughout preparation and service of multiple meals per day.

Hired and trained both permanent and temporary staff members.

Oversaw balancing of cash registers, reconciled transactions and deposited establishment's earnings to bank each week.

Customer Service Representative, 08/2004 to 07/2006

DHL – Romulus, MI

Produced monthly reports using advanced Excel spreadsheet functions.

Scanned documentation and entered into the database.

Obtained scanned records and uploaded them into the database.

Directed calls to appropriate individuals and departments.

Corrected any data entry error to prevent later issues such as duplication or data degradation.

Managed documents by organizing forms, making photocopies, filing records, preparing correspondence and creating reports.

Entered numerical data into databases with speed and accuracy using 10-key pad.

High School Diploma: 1988

Cass Technical High School - Detroit, MI

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