Customer Service Call Center

Dina Curnow

*** *** ****** ** *** *** Universal City, TX 78048 • 210-***-**** • **********@*****.*** OBJECTIVE, SKILLS & ABILITIES

• (35+) years of call center experience

• Ensures a successful business with extensive customer service experience

• Enjoys troubleshooting and researching issues to ensure a positive customer experience • Communicates effectively in stressful environments utilizing a company’s systems and tools • Able to identify and resolve customer’s issues effectively and in a timely manner • Works well in fast paced environment and a team player

• Exceptional written and verbal communication skills as well as strong attention to detail • Computer: proficient with PC and Microsoft Office

EDUCATION

Orange Coast College, Costa Mesa, CA August 1987 – May 2003 Coursework: Business Management and Business Law

Seminars: Professional Software Support, Powerful Communication Skills for Women, and How to Supervise People for Newly Appointed Supervisor and Manager WORK EXPERIENCE

Property and Casualty Insurance Sales and Service March 2023 - Present USAA, San Antonio, TX

● Within defined guidelines and framework, provide the Property & Casualty (P&C) member experience by performing customer service, sales, and retention activities for one or more USAA personal line products that occur across multiple contact channels (i.e. inbound phone calls, email, chat, social media, etc.) to provide adequate coverage and advice to help ensure members’ financial security and aligns to USAA standards.

Video Repair Representative 1 July 2021 – March 2023 Spectrum, Charter Communications, San Antonio, TX

• Takes (40-50) calls per day using tech-savvy problem solving, patience and effective communication • Applies Spectrum training and understanding of video repair technology for customer service support • Troubleshoots and resolves technical cable issues and general internet, streaming and billing calls • Has an estimated average handle time of (609) seconds per call within the past (3) months Claims Processor for Medicare and Retirement (M&R) August 2019 – November 2020 United Heathcare, San Antonio, TX

• Demonstrated ability in customer service issue resolution and relationship building • Demonstrated adequacy and adaptability utilizing multiple computer systems and applications • Applied policies and procedures to ensure successful compliance with internal and external guidelines Customer Service Back Office Escalations Representative December 2011 – August 2019 Pearson Education, San Antonio, TX

• Took (40-50) calls for the Clinical Assessment Division regarding order placement and support • Successfully received, researched and resolved escalated cases regarding customer issues • Provided customized outbound email and follow-up calls for escalated case resolutions • Provided specialized order processing for select accounts and the Training Partner Program • Documented customer interactions thoroughly with pertinent details and actions taken • Internally researched and processed distributed product replacements orders for defective products • Met metric expectations with a customer satisfaction (CSAT) average score of (89.6%) • Met metric expectation with a resolution rate of (80%) and higher

Customer Service Representative February 2009 – December 2010 Intrado (West Corporation), San Antonio, TX

• Received and processed (30-40) incoming phone calls for clients

• Verified and obtained information answering questions to resolve customer issues LEADERSHIP EXPERINECE

Computer Industry and Office Manager April 2000 – August 2005 NEASEM Business Systems, Paragould, AR

Supervisor of the Returns Department November 1987 – August 2000 Southland Mirco Systems, Irvine, CA

Contact this candidate