Customer Service Representative

Melissa Lofton

**************@*****.*** 404-***-**** Marietta, GA

SUMMARY

Seasoned Customer Service Representative with 16 years of experience, adept in issue resolution and customer relationship management. Expertise in navigating complex CRM systems and providing thorough support in insurance, healthcare, and retail sectors. Seeking to leverage skills in a Remote Customer Service Representative role. WORK EXPERIENCE

Statefarm

Claims Adjuster Jan 2023 - Mar 2023

• Obtained licensure for insurance claims adjustment across 11 states.

• Facilitated customer claim processes for vehicular accidents, ensuring accurate and timely submissions.

• Directed complex insurance inquiries to appropriate departments for further investigation and resolution. Acro Corp-Brighthealthcare

Customer Service Representative Nov 2021 - Nov 2022

• Addressed customer inquiries by offering detailed information on claims and benefits to both members and providers.

• Explained health plan benefits and coverage specifics to enhance understanding and utilization among plan members.

• Compiled and distributed lists of network-affiliated doctors to assist members in selecting appropriate healthcare services.

Vdart-Kansas Department of Labor

Customer Service Representative Jun 2021 - Nov 2021

• Processed a high volume of unemployment claims efficiently, ensuring accurate and timely assistance to individuals during periods of unemployment.

• Managed weekly claims submissions, maintaining meticulous records to support claimant eligibility and compliance with state regulations.

Home Depot Contact Center Marietta, GA

Customer Service Representative Oct 2017 - Jun 2021

• Provided comprehensive guidance to customers on website navigation and order placement, ensuring a seamless shopping experience.

• Demonstrated proficiency in utilizing various customer relationship management and data analysis tools to enhance service delivery.

• Achieved and maintained high performance across key metrics such as customer satisfaction, schedule adherence, and efficiency in resource utilization.

Verizon Call Center Kennesaw, GA

Call Center Representative (Subject Matter Expert) May 2016 - Oct 2017

• Addressed and resolved customer inquiries and concerns, ensuring a swift and effective response to enhance client satisfaction.

• Investigated and settled advanced customer complaints, applying appropriate solutions to mitigate issues.

• Trained new customer service representatives on essential duties, protocols, and customer engagement strategies, contributing to a team customer satisfaction rating that surpassed company goals by 95%. H & W Printing Kennesaw, GA

Production Worker Oct 2015 - May 2016

• Managed the verification of pick orders and tracking of inventory, maintaining accurate logs for production completion.

• Organized and prepared merchandise for shipment, ensuring proper packaging and securing of products for transport.

Starbucks Smyrna, GA

Barista/Shift Supervisor Jun 2005 - Dec 2013

• Oversaw daily shift operations, ensuring efficient store setup and execution of closing procedures.

• Conducted comprehensive training for new employees, focusing on job functions and customer service excellence.

• Maintained inventory levels, handled supply ordering, and managed receipt of goods to support store operations. EDUCATION

Chattahoochee Technical College

Associates in Marketing Management, Marketing Management May 2019

Campbell High School

High School Diploma

Marietta, GA

2001

SKILLS

Trouble Spotting and Problem Identification • Training and Training Design • Strategic Problem Analysis • Deductive Reasoning • Excellent Time Management Skills • Able to Meet Productivity Requirements

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