Customer Service Agent

LORENDA GOZY

**** **** ** ******* ** ***** · 720-***-****

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

I look forward to starting with a company were my vast knowledge of the customer service, bank and fraud industry and strong communication skills can be displayed. My impeccable active listening skills along with affective time management allows me to provide exceptional customer service in an organized and professional manner.

EXPERIENCE

FEBRUARY 2022– MAY 2025

FRAUD PREVENTION AGENT, FNBO

During my career at FNBO I started as a credit card customer service agent taking inbound calls to assist with a verity of customer needs. From billing questions to account changes. After reaching the goals and knowledge needed I was able to promote to the fraud prevention department. Where I was responsible for inbound calls processing fraud and dispute claims. In addition to being well versed in the claims process to assist it follow ups. I am very skilled in time management and meeting quality goals as well as department metrics. MAY 2016 – MARCH 2021

HEALTH RESPONSE CENTER, STATE FARM

Taking Calls from health insurance sales agents to assist in guiding them through the state eligibility guidelines for all health products offered by the company. Using multiple computer systems consecutively to provide accurate information for all U.S states. Providing verification of coverage to health care providers. Assisting policy holders with quotes, changes to policies and questions on rates changes with a patient and empathetic attitude. Working in a fast pace environment using my time management and active listening skills to provide accurate one call resolutions to all incoming calls. I worked independently to continue my customer service and insurance knowledge. I was recognized continuously for my ideas for change to assist in a more seamless customer experience and benefiting the companies bottom line. SEPTEMBER 2012 – MAY 2016

CUSTOMER SERVICE REPRESENITIVE, SEARS

Working on an elite save the sale team taking calls from customers that had delivery or installation issues with appliances. I worked multiple escalated cases at a time to assist in finding the best resolution for the customer that also fit the guidelines of the company. Me and my team were responsible for working closely with accounts that had high price point items that were going to be returned. I worked to save the sale and reassure the customer to continue business with the company. I de-escalated situations involving dissatisfied customers and used my exceptional interpersonal and rapport building skills to offer patient assistance and support. 2

During my time with the company, I worked closely with the new hire training department to assist with the call flow and time management skills needed to work in a call center environment. EDUCATION

MAY 2021

ACCOCIATES IN GENERAL STUDIES, AIMS COMMUNITY COLLEGE Courses included in my studies were interpersonal communication, Intro to business, logic, intro to PC applications, ethics, workplace relationships, time management, stress management, ten key typing to name a few.

MAY 2000

HIGH SCHOOL DIPLOMA, TEMPE ACCELERATED

SKILLS

• Outstanding customer relation skills.

• Proficient in conflict resolution and time

management.

• Active listening

• Critical thinking

• Decision making

ACTIVITIES

I attended LOMA institute and successfully completed an associate, customer service designation. In addition, I also completed an associate, life management institute designation. LOMA certificate of completion for customer experience essentials. I participated in the response center development workshop at State Farm and was recognized for my outstanding performance and contribution to the program.

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