Customer Service Representative
Resume:
Kimberly Westerprabhakar
Bristol, VA *****
****************@*****.***
Work Experience
CSR - Customer Service Representative II
The Hartford - Hartford, CT
October 2021 to March 2023
• Customer service transactions for billing
• Update customer files in underwriting
• Offer up selling and waste reduction
• One and done resolution
• Team interaction for future customer satisfaction
• Completed both CSR I and CSR II training
Accident Management II
Agero Cross Country - Blountville, TN
March 2018 to October 2021
• Insurance assigned case management agent II
• Complete claims information inclusive but not limited to processing payments, handling sensitive personal information
• Coordinating services to completion
• Securing services with vendors while adhering to insurance guidelines
• Completing long distance hauling service secured for members for both the USA and Canada
• Completing documentation and connecting with insurance companies to make sure all information is correct for financial and billing departments
• Discussing information with customers to make sure they are aware of their liability as to services rendered and to answer any questions that pertain to same
• Time management to make sure all cases are handled and closed within company guidelines Collections Specialist
AT&T - Johnson City, TN
September 2014 to October 2017
• Discussing concerns of customers as to services being disrupted and making payment arrangements
• Giving options to customer to help determine the best options available associated with their accounts
• Securing and processing payments
• Handling account sensitive information and securing correct account verification to make sure accounts not compromised
• Monitoring accounts to identify opportunities to collect on arrears accounts
• Resolving financial disputes while maintaining customer loyalty and integrity of processes and procedures in place by company
• Negotiating terms of accounts to locate opportunities to maintain customer loyalty and encouraged upselling to possibly offer financial relief on needed or desired services Revenue Specialist
Teleperformance - Bristol, TN
November 2012 to September 2014
• Front line customer interaction with incoming calls
• Account modifications due to error posting or customer resolution
• Historical account lookup and maintenance due to errors and resolving to update accounts that may have been overcharged or to result in customer satisfaction
• Large account management for multi-million dollar shipper accounts for FEDEX
• Maintaining 95+ percentile on all statistically measured competencies consistently Education
4th year college in Business Management
Old Dominion University - Norfolk, VA
January 2008 to May 2011
Associate in Science (AS) in Information Technology Virginia Highlands Community College - Abingdon, VA January 2005 to May 2007
Associate in Science (AS) in Computer Information Systems Networking Virginia Highlands Community College - Abingdon, VA January 2005 to May 2007
Skills
• Case Management
• Management
• Microsoft Word
• Account Management
• Upselling
• Negotiation
• Payroll
• Inventory Control
Assessments
Customer focus & orientation — Proficient
August 2021
Responding to customer situations with sensitivity Full results: Proficient
Principles of accounting — Proficient
December 2021
Preparing financial records according to federal policies Full results: Proficient
Supervisory skills: Motivating & assessing employees — Proficient August 2021
Motivating others to achieve objectives and identifying improvements or corrective actions Full results: Proficient
Call center customer service — Proficient
August 2021
Demonstrating customer service skills in a call center setting Full results: Proficient
Spreadsheets with Microsoft Excel — Proficient
December 2021
Knowledge of various Microsoft Excel features, functions, and formulas Full results: Proficient
Customer service — Proficient
December 2021
Identifying and resolving common customer issues
Full results: Proficient
Sales skills — Proficient
December 2021
Influencing and negotiating with customers
Full results: Proficient
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
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