Service Representative Customer

Cedar Park, TX *****

PROFESSIONAL SUMMARY

Results-driven business professional, empowering sales teams to deliver an exceptional customer experience. Natural leader with a passion for inspiring, motivating, and engaging team members to present a consistently positive image as Brand Ambassadors. Take ownership of customer escalations and problem-resolution. Mentor, educate, and coach teams to meet goals every day. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. WORK HISTORY

Optum

Customer Service Representative – License 04/2022 - Current Optum

Customer Service Representative SR- Licensed 11/2021 - 03/2022 SKILLS

EDUCATION

Round Rock High

Round Rock, TX

06/1993

High School Diploma

Life, Accident, Health and HMO

● Managed high-volume of inbound customer calls

● Updated customer accounts, addresses and management databases Implemented additional services to maintain exceptional client service ratings

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● Handled modification and updating of policies

Navigated computer system to look up customer information and update policies

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Answered insurance-related questions and discussed product offerings with prospective customers to meet unique needs

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Collected payments, processed receipts and informed policyholders of outstanding balances

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Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions

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Calculated premiums and established payment methods, receiving customer payments and issuing receipts

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Explained different options to prospective clients, encouraging sale of insurance policies that best fit needs

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Explained coverage options to potential policyholders, answering questions or concerns

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Used proven techniques to de-escalate angry customers during telephone interactions

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● Assisted customers with making payments or establishing payment

● Sales Expertise

● Order Fulfillment

● Staff Training

Business Development

Understanding

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Credit Card Payment

Processing

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● Refund Processing

● Customer Service

● Quality Assurance Controls

● Service Standard Compliance

● Problem-Solving Ability

● Customer Consulting

Multi-Line Telephone

Operation

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● Call Center Operations

● Quality Control

Policy and Procedure

Adherence

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● Computer Proficiency

● Conflict Resolution

Shelby J Fortier

People Share

Licensed Insurance Agent 07/2020 - 10/2021

USHEALTH ADVISORS

Licensed Health Agent 02/2020 - 07/2020

Walgreens

Assistant Manager Trainee 08/2018 - 02/2020

plans

Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions

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● Provide excellent customer service through active listening

● Work with confidential customer information and treat it sensitively Analyzed customer needs and provided best options, upselling products and services

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Explained coverage options to potential policyholders, answering questions or concerns

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Calculated premiums and established payment methods, receiving customer payments and issuing receipts

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Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

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● Offered policy guidance and management to promote asset protection

● Upsold products to policyholders and potential new clients Pursued continued professional development through insurance workshops, courses and workshops

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Approached potential clients by using direct marketing techniques, including mailing and phone contacts

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● Exceeded company sales goals for new policies.

Collaborated with store manager to direct and delegate work assignments and ensure execution of plans and strategies across the store

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Maintained focus on promoting and driving sales, including the execution of next season planning

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Coached, trained, recognized, and managed all aspects of performance for store associates and developed a of talented workers

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Communicated regularly with management team concerning all aspects of sales, customer feedback, and associate performance

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Supervised personnel, provided work direction and reviewed work processes

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