Service Representative Customer

K I M P R I T C H E T T

E X P E R I E N C E D C U S T O M E R S E R V I C E A S S O C I A T E

C O N T A C T S U M M A R Y

434-***-**** 17 years of insurance industry experience in customer service, escalation, coaching, and quality roles.

E X P E R I E N C E

LEAD QUALITY ASSURANCE SPECIALIST 2015 - Current

Genworth, Lynchburg VA

● Ensure transaction processing and outbound customer communications are in compliance with established SOP’s.

● Provide feedback and coaching to reps and their team leaders.

● Act as subject matter expert in new hire training classes.

● Score calls for the Call Quality team to help reduce their backlog. OPERATIONS COORDINATOR

Genworth, Lynchburg VA 2012 - 2015

● Handle escalated calls.

● Prioritize and assign work to transaction processing reps.

● Mentor team members and provide training on new procedures.

● Continue surging to phones during periods of high demand. TRANSACTION PROCESSING REPRESENTATIVE 2007 - 2012

Genworth, Lynchburg VA

● Process over 50 different transaction types with high output and high accuracy, including sensitive financial transactions.

● Draft written and electronic customer correspondence.

● Surge to phones during periods of high inbound call volume.

● Selected to a special project team to remediate process breaks. CUSTOMER SERVICE REPRESENTATIVE 2005 - 2007

Genworth, Lynchburg VA

● Resolve inbound & outbound customer calls, often exceeding 100 calls per day.

● Quickly gained proficiency across multiple products and clients, allowing me to support multiple inbound call splits.

**************@*****.***

Forest, VA

S K I L L S

// PROFESSIONAL

Coaching

Training

Call Escalations

Detail Oriented

People Skills

Customer Service

Leadership Skills

// TECHNICAL

Microsoft Office

K I M P R I T C H E T T

E X P E R I E N C E D C U S T O M E R S E R V I C E A S S O C I A T E R E F E R E N C E S

ROYCE ISAAC

Former Coworker

Mobile: 434-***-****

Email: **********@*****.***

CARSON TYREE

Former Coworker

Mobile: 434-***-****

Email: **********@***.***

V O L U N T E E R

E X P E R I E N C E

UNITED WAY

Several Day of Caring Projects

Lynchburg, VA

HABITAT FOR HUMANITY

Builder

Lynchburg, VA

MEALS ON WHEELS

Volunteer Driver

Lynchburg, VA

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