Customer Service Representative

TELSKA

POLLARD

Waxahachie, Texas 901-***-****

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

Summary

Highly skilled and customer-focused

Customer Service Representative with a

proven track record of providing concise,

quality service in a professional and

courteous manner. Adept at fielding and

redirecting incoming calls, promptly

responding to customer inquiries via

various channels, and delivering exceptional

support within department service levels.

Experience

Customer Service Representative

CVS Health / Dallas, TX

January 2021- August 2023

● Answered 50-100 customer calls

daily, addressing questions and

concerns effectively.

● Responded to member inquiries via

email and live chat, ensuring

prompt and accurate responses.

● Took immediate action to address

problems and resolved issues

independently or with minimal

management intervention.

● Engaged in activities such as

providing claim status information,

benefit coverage interpretations,

and explaining plan eligibility.

● Identified trends and developed

solutions to improve understanding

of benefit plans and increase

member satisfaction.

● Provided technical assistance and

served as a subject matter expert on

call-related issues and system

applications.

● Displayed empathy and

understanding towards customers,

ensuring their concerns were

acknowledged and addressed.

● Documented and tracked all client

interactions, events, and outcomes

using appropriate systems and

processes.

● Achieved a 95% customer

satisfaction rating by providing

exceptional service and resolving

issues promptly.

Education

High School Diploma

Germantown High

Associate of Science

Southwest Tennessee Community College

Bachelor of Psychology

University of Memphis

Customer Service Representative

Farmers Insurance / Dallas, TX

September 2019- January 2021

● Resolves customer and agent

inquiries, providing effective

solutions and addressing

policy-related issues.

● Consults throughout the insurance

life cycle, offering guidance on

coverage, renewals, cancellations,

pricing, and general service

requests.

● Utilizes multiple system platforms

for research, process identification,

and review of past transactions,

enabling informed decisions and

recommendations.

● Maintains accurate system

documentation of customer

interactions, inquiries, complaints,

and actions taken.

● Demonstrated ability to handle

high call volumes while

maintaining quality and efficiency.

● Strong organizational skills to

manage and track customer

interactions across different

platforms such as email and chat.

● Proven ability to meet or exceed

performance metrics, such as call

handling time and response time.

● Deliver exceptional customer

support via phone, email, and chat,

demonstrating strong

communication skills to address

inquiries and provide assistance.

● Researched and resolved customer

complaints and issues, resulting in a

20% reduction in unresolved cases

and improved customer retention.

Customer Service Representative

Neiman Marcus / Dallas, TX

August 2017- September 2019

● Successfully handled a high volume

of 50-100 daily calls.

● Display extensive knowledge of our

client's products and services to

deliver personalized and effective

customer assistance.

● Efficiently respond to customer

inquiries through various

communication channels, such as

phone, email, and chat, ensuring

prompt resolution.

● Team Player.

● Sales Force

● Microsoft Office and Microsoft

Team

● Multitasking

● Fast Learner

● Critical Thinking Skills

● Problem Solver

● Processing Payments

● Verbal and Written

Communication Skills

● Order Tracking

● Customer Service

● Empathy

● Demonstrated exceptional

performance in achieving and

surpassing set targets for KPIs,

contributing to overall team

success.

● Field and re-direct incoming calls

to the appropriate destination.

● Collaborate with the sales team,

utilizing Salesforce experience to

update customer orders and

provide sales support.

● Monitor and track customer orders

to ensure on-time delivery,

proactively addressing any issues or

concerns.

● Assisted customers with web

registrations and inquiries,

contributing to a 30% increase in

online user registrations.

Contact this candidate