Customer Service Representative
Resume:
Heather Morr Atlanta, IL *****
***********@*****.***
Professional Summary
Knowledgeable and dedicated customer service professional with a solid team player attitude and an outgoing, positive demeanor. Proven skills in establishing rapport with clients, maintaining customer satisfaction, and contributing to company success. Specializes in quality, speed, and process optimization. Articulate, energetic, and results-oriented with a passion for developing relationships, cultivating partnerships, and growing businesses. Proactive in delivering support services and resolving customer complaints, trained in de-escalation techniques. Demonstrated competencies in operating multi-line phone systems and updating documentation. Focused on lead generation and customer relationship development, offering experience in related roles and a passion for improving service delivery, enhancing knowledge, and exceeding expectations.
Professional Experience
State Farm Insurance
Personal Lines Call Center Representative Underwriting January 2024 – June 2024
Data entry
Security of accounts and release of information Answer inbound calls, transfer calls
Assist agents with policy issues Log notes on calls
Assist claimants with late certifications, address changes, password updates, etc. Case management and analysis
Problem-solving
Assist clients with online navigation Document review
Maneuver within virtual desktop
Randstad Inc.
Brokerage Customer Service Representative
January 2023 - March 2023
Security of accounts and release of information Answer inbound calls, transfer calls
Data entry
Assist agents with account issues/questions Log notes on calls
Problem-solving Document review
Maneuver within virtual desktop
AnswerNet Corp.
Customer Service Representative/Claims Specialist March 2022 - September 2022
Data entry
Security of accounts and release of information Answer inbound calls, transfer calls
Assist claimants with claim issues Log notes on calls
ICall Services
Customer Service Representative/Claims Specialist August 2020 - March 2022
Data entry
Security of accounts and release of information Answer inbound calls, transfer calls
Assist claimants with claim issues Log notes on calls
Assist claimants with late certifications, address changes, password updates, etc. Case management and analysis
Problem-solving
Assist clients with online navigation Document review
Maneuver within virtual desktop Handle a large volume of calls
Fred Myers Painting
Painter
April 1995 - August 2015
Sanding
Painting walls and trim Caulking and staining Clean up at the end of shift
Education
HIPPA Certificate of Completion in Medical Biologix Solutions (Online)
August 2023 GED in General
McLean County Board of Education, Bloomington, IL February 1991
Key Skills
Courteous with a strong service mindset Call documentation
Customer data confidentiality Building customer trust and loyalty Customer account management Data entry and maintenance Understanding customer needs Auto dialers
Inbound and outbound calling
Call transfers
Call volume and quality metrics Proficiency in Microsoft Office Efficient and detail-oriented Emails
Team-oriented Empathetic
References available on request.
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