Customer Service Delivery

COLLEEN MEAD

NORMAL, IL *****

309-***-**** - ***************@*******.***

PROFESSIONAL SUMMARY

Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Knowledgeable and dedicated customer service professional with extensive experience in customer service industry. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

SKILLS

Ability to Work Independently

Customer Data Confidentiality

Special Projects

Policy and Procedure Adherence

WORK HISTORY

04/2017 to 09/2018 Customer Service Specialist

State Farm – Bloomington, IL

Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Complied with company policies and procedures by encouraging positive and effective work environment among employees.

Offered internal and external customers first-rate customer service to maximize satisfaction and business success.

Reinforced quality control standards and followed procedures while working with analysts to implement new standard work processes. Answered questions and provided training courteously and professionally. Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.

Updated account information to maintain customer records, processed legal research and sensitive information for Claims correspondence. Participated in team meetings and training sessions to stay informed about product updates and changes.

Developed customer service policies and procedures to meet and exceed industry service standards. Exceeded 100% daily required metrics and quality. 05/2000 to 07/2006 Customer Service Representative III State Farm – Bloomington, IL

Performed policy changes and quotes for new and existing customers. Selected by management to manage customer payments with declarations pages. Started and completed multiple projects for management. Evaluates transaction requests for adherence to compliance guidelines. EDUCATION

05/1974 High School Diploma

LeRoy High School - Le Roy, IL

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