Customer Service Representative

MELISSA HERBERT 770-***-****

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

Conyers, GA

PROFESSIONAL

SUMAMRY

• Seasoned Customer Service Supervisor with the capabilities of identifying a balance of customer need and the companies objectives. With more than 8 years of experience in supervisory directly supporting peers with de-escalating and creating out of the box solution. Implement processes that improve overall customer experience.

• Applies basic concepts, principles and technical capabilities to perform routine tasks.

WORK

HISTORY Claim Associate, State Farm, January 2024- Current, Dunwoody, GA

• Answering inbound calls and making outbound calls to customers within a fast paced, call center environment

• Supporting our customers through personalized, caring, and simple interactions

• Proactively investigating claims

• Apply and review policy coverage

• Accurately documenting claim files

Contact Service Representative, Internal Revenue Service, September2022- Current, Chamblee, GA

• Develops, analyzes, and evaluates information involving the research of records and the nature of each inquiry including the way it was presented in order to inform and advise, answer inquiries, or resolve problems related to the unique circumstances of each individual or fulfill regulatory requirements.

• Explains what future actions are necessary to achieve voluntary compliance by computing and/or advising on tax liability and probable assessment of taxes in cases involving: varied sources of income, including self- employment, itemized personal and business expense deductions, or carryover/carry back of capital losses and investment credit from prior years, or comparable issues requiring reference to the tax code and precedents.

• Elicits sensitive, personal, and financial information, e.g., innocent spouse determinations, bankruptcies, or draws out information the individual may attempt to withhold, e.g., additional sources of income, overpayments, to ensure compliance with reporting and disclosure requirements.

• Attend and engage in cross-departmental meetings. Customer Support Coordinator, Verizon Wireless, June 2015- October 2023, Alpharetta, GA

• Resolve customers questions issues, and complaints.

• Resolve internal questions via Right Touch (CHAT).

• Collecting and organizing data to assist with change.

• Preparing correspondence to address negative customer feedback immediately to ensure appropriate changes were made to improve customer satisfaction.

• Attend and engage in daily Team huddle.

• Attend and engage in cross-departmental meetings.

• Acts as an advocate and liaison between the customer and company.

• Able and willing to troubleshoot technical issues. SKILLS

• Exceptional People Skills

• Effective Communication Skills

• Knowledgeable in Various Systems

• Ability to multi-task

• Pivot Table

• V Lookup

• Flexible team player who can prosper In a fast-paced work environment

• Maintain Superior Customer Relationships

EDUCATION Bachelor's Degree, Criminal Justice

Monroe College- New Rochelle, NY

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