Call Center Data Entry
Resume:
SUMMARY
SKILLS
EXPERIENCE
EDUCATION AND
TRAINING
KATHLEEN
CLAFLIN
**********@*****.***
Daytona Beach, FL 32119
Diplomatic Customer Service Agent versed in applying strong communication, problem- solving skills and polite, professional demeanor to resolve customer issues and maximize satisfaction. Experienced in exceeding performance goals in fast-paced call center environments. Trained in connecting with customers to build positive relationships and strengthen loyalty. Personable, friendly and solution-oriented CSR/Sales with over 30 years of experience in service and support. Customer-focused team player offering expertise in conflict mediation, time management and sales. Dedicated to customer loyalty and satisfaction. Strong, favorable public contact. In person
& telecommunications
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• Excellent customer relations
• Account management
• Call center operations
• Payment processing
• Customer support
Presenting & closing on proposals
successfully
•
Analyzing & problem solving complex
situations
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• Data Entry
• Inbound and Outbound Calling
• High-Energy Attitude
CALL CENTER CUSTOMER SERVICE REPRESENTATIVE
Royal & SunAlliance - Syracuse, NY
Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
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• Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
• Documented conversations with customers to track requests, problems and solutions. Maintained strong call control and quickly worked through scripts to address problems.
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Asked probing questions to determine service needs and accurately input information into electronic systems.
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Answered, screened and processed high volume of calls daily with call management system and web-based communications.
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• Assisted 300+ callers per week in fast-paced environment.
• Processed customer account changes with proprietary software. COMMERCIAL INSURANCE OUTSIDE SALES
Rose & Kiernan - Watertown, NY
• Educated customers on product features and technical details to highlight benefits. Followed up with customer to identify and resolve service, account or technical issues and maintain satisfaction.
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• Conducted customer needs analysis to deliver relevant products or services. Obtained sales leads through networking groups, referral partners and face-to-face sessions with companies.
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Conducted site visits to assess needs, demonstrate products and recommend strategic solutions for customer requirements.
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• Generated sales by prospecting, negotiating contracts and closing.
• Marketed & priced with various insurance companies. IHC - Watertown, NY
High School Diploma
McKinley College - Fort Collins, CO
Associate of Applied Science
HIT Health Information Technology, 2011
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