Service Representative Customer

LOUISE CHRISTOPHER

770-***-**** **********@*****.***

PROFESSIONAL SUMMARY

Compassionate Customer Service Professional with over 20 years of experience. Strong organizational and prioritization abilities, clear communication skills, and a proven ability to handle escalated situations by using positive language and focusing on solutions. Able to maintain positive and friendly disposition while delivering comprehensive and highly rated customer service experiences. PROFESSIONAL EXPERIENCE

NAVEX (06/2008-present)

Communication Specialist Remote role (01/2011-present) NAVEX provides white label risk and compliance management services for over 14,000 organizations in the US and abroad

Capture and document insurance claim information for General Liability, Property Liability, Auto Liability, Worker’s Compensation and Crisis, Crimes, and Quality claims

Serve on the VIP client call team, made up of highly regarded CSPs responsible for assisting NAVEXs highest value clients

Provide a customized claimant / caller experience based on the Standard Operating Procedures for dozens of client organizations daily

Establish a safe space for callers, maintain confidentiality on all reported information

Follow a multitude of info capture scripts and report escalation processes based on the nature and severity of caller interactions

Provide input to management for updated processes and dialog to improve service and call processes

Take ownership and accountability for all calls, handling each call politely and professionally in a fast-paced environment Compliance Customer Service Professional (06/2008 – 01/2011)

Accurately drafted reports with information that client employees or callers provided in confidence regarding unethical and fraudulent issues in the workplace. Process allowed for clients to provide solutions that detect, remediate and/or prevent misconduct; and to help clients foster strong, ethical, and inclusive cultures. STATE OF GEORGIA EMPLOYEES’ RETIREMENT SYSTEM (9/2004-11/2007) Customer Service Professional

Fielded incoming calls about retirement benefits

High level of knowledge and understanding of retirement laws

Helped with training new customer service representatives

Interacted with customers from state agencies via telephone, e-mail and in person

Maintained back-up process for archiving files

Aided on special projects and as receptionist when needed

Opened, sorted, and electronically scanned and indexed correspondence

Created a new process for receiving and sorting mail in the mailroom BANKERS TRUST COMPANY

Disbursement Clerk (01/2003 – 07/2004)

Reconciled trust accounts, including uninvested cash accounts, voucher, and suspense accounts

Wired funds via ACH, opened new trust accounts, and printed checks for trust clients

Created a more efficient filing system for Trust Officers to check out files

Mailed out annual statements

ASSURANT SOLUTIONS (02/1996 – 09/2001)

Customer Service Representative

Tracked and verified mortgage insurance coverage and renewals

Requested escrow analysis and processed loan to loan money transfers

Paid hazard insurance from escrow

Trained customer service representatives

Served as back-up team lead when necessary

Silent monitoring of calls taken by customer service representatives

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