Service Representative Customer
Resume:
Jamerson Lovett
Apopka fl, *2703
Home: 407-***-****
**************@*****.***
CUSTOMER SERVICE REP / CALL CENTER SETTINGS
** ***** ** ********** ********* customer support in busy call center environments for public utility and insurance industry employers.
An unwavering commitment to customer service, with the ability to build productive relationships, resolve complex issues and win customer loyalty.
Strategic-relationship/partnership-building skills -- listen attentively, solve problems creatively, and use tact and diplomacy to find common ground and achieve win-win outcomes.
EXPERIENCE
Customer Service Representative
05/2016 – Present CVS Health
Calm angry callers, repair trust, locate resources for problem resolution and design best-option solutions. Interface daily with internal partners in accounting, field services, new business, operations and consumer affairs divisions.
Handle customer inquiries, complaints, billing questions and payment extension/service requests.
*Training
*SME
*Call grading
*Stats control
Customer Service Representative
11/2009-10/2015 Optum, Atena, United Health care, CVS Caremark
Handle customer inquiries, complaints, billing questions and payment extension/service requests. Calm angry callers, repair trust, locate resources for problem resolution and design best-option solutions. Interface daily with internal partners in accounting, field services, new business, operations and consumer affairs divisions.
Became the lead "go-to" person for new reps and particularly challenging calls as one of the company’s primary mentors/trainers of both new and established employees.
Helped company attain the highest customer service ratings (as determined by external auditors) -- earned 100% marks in all categories including communication skills, listening skills, problem resolution and politeness.
Officially commended for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus and dependability in performance evaluations.
Completed voluntary customer service training to learn ways to enhance customer satisfaction and improve productivity
Key Accomplishments:
hManaged a igh-volume workload within a deadline-driven environment. Resolved an average of 550 inquiries in any given week and consistently met performance benchmarks in all areas (speed, accuracy, volume).
Became the lead "go-to" person for new reps and particularly challenging calls as one of the company’s primary mentors/trainers of both new and established employees.
Helped company attain the highest customer service ratings (as determined by external auditors) -- earned 100% marks in all categories including communication skills, listening skills, problem resolution and politeness.
Officially commended for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus and dependability in performance evaluations.
Completed voluntary customer service training to learn ways to enhance customer satisfaction and improve productivity.
Customer Service Agent
10/2005-10/2007 Tempus Resorts
Handled incoming calls from policyholders, responding to inquiries, resolving problems and correcting policy errors.. Used consultative selling techniques to provide leads for telesales personnel.
Key Accomplishments:
Recognized as "#1 Customer Service Rep" (out of 20 reps in division) in Fall 2004. Ranking was based on accuracy, customer service, duration of calls and availability.
Co-developed on-the-job training program that reduced training time from eight weeks to five.
Contributed to an 8% sales increase by improving lead-generation and sales-tracking techniques.
EDUCATION
11/2012, ActionStudies Customer Service Skills Training, Orlando, FL
Completed five 4-hour modules of customer service training. Topics included how to:
Greet transfer and hold calls
Build rapport, listen, clarify and manage conversational flow
Manage upset customers, conflicts and challenging situations
Deliver outstanding service, exceed expectations and build long-term loyalty
Work in teams and in a self-directed environment
8/1998-3/2002 High School, Statesboro, GA
SKILLS
Skill Name
Skill Level
Last Used/Experience
Customer Service
Expert
Currently used/10 years
Call Center Service Operations
Expert
Currently used/10 years
Complaint Handling/Dispute Resolution
Expert
Currently used/10 years
Sales Lead Generation
Expert
Currently used/10 years
Data Entry/Records Management
Expert
Currently used/10 years
Multiline Phone Use
Expert
Currently used/10years
MS Word, Excel and Access
Intermediate
Currently used/8 years
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