Customer Service

Lorraine Blair

*********@*****.*** 202-***-**** Baltimore, MD

SUMMARY

Customer service professional with 11 years of experience seeking a Customer Service Rep role. Proven expertise in managing high-volume inbound calls, de-escalating tense situations, and ensuring customer satisfaction through clear communication and problem-solving skills. Strong track record in documenting customer interactions, resolving issues efficiently, and consistently exceeding performance metrics. WORK EXPERIENCE

Artech LLC Morristown, New Jersey

Benefit Payment Control/Fraud Prevention Agent Feb 2021 - Jan 2025

• Managed a high volume of inbound calls, addressing customer inquiries and requests with professionalism and efficiency.

• Investigated suspected fraudulent claims and reviewed customer documents to identify and mitigate potential fraud within the unemployment benefits program.

• Documented customer interactions and resolutions in CRM systems to maintain comprehensive records for future reference.

• Consistently met or exceeded performance metrics, including call handling time, resolution rate, and client satisfaction scores.

American Life Insurance Columbia, MD

Licensed Life Insurance Agent Jul 2019 - Oct 2020

• Consulted with clients to assess their needs, financial goals, and budget, offering tailored insurance solutions and coverage options.

• Collaborated with underwriters to facilitate the acceptance and issuance of policies while maintaining comprehensive records of client interactions and policy details.

• Provided insights to leadership on local market competition and client service needs, while cultivating a network of prospects and encouraging policy renewals.

TruGreen Lawn Care Woodlawn, MD

Lead Inside Sales Representative Apr 2018 - Jan 2019

• Identified and engaged potential customers through strategic cold calling, networking, and comprehensive market research, significantly expanding the client base.

• Cultivated and sustained strong relationships with clients by delivering tailored solutions, addressing inquiries, and resolving issues, resulting in enhanced customer satisfaction and retention.

• Successfully met and surpassed sales goals by executing targeted sales initiatives and leveraging in-depth knowledge of products and services.

Baltimore School of Massage Linthicum, MD

Senior Admissions Advisor Oct 2015 - Dec 2018

• Improved admissions operations by identifying and implementing process enhancements, ensuring a streamlined application experience.

• Conducted in-depth interviews to evaluate prospective students' qualifications, while managing the entire application process to maintain document accuracy and compliance.

• Collaborated with regulatory agencies to ensure adherence to standards, while providing guidance to students on overcoming personal or academic challenges.

Career Technical Institute Washington, DC

Senior Admissions Representative Mar 2012 - Mar 2015

• Organized campus tours and conducted in-person interviews to effectively evaluate prospective students’ qualifications for admission.

• Developed and implemented outreach initiatives aimed at increasing enrollment from underrepresented populations, contributing to diversity goals.

• Managed the entire student application process, ensuring the accuracy of submitted documents and facilitating clear communication between faculty, staff, and prospective students regarding admissions policies. EDUCATION

Fayetteville Technical Community College

Completed coursework towards high school, General Studies Fayetteville, NC, US

May 1985

CERTIFICATIONS

Licensed Life Insurance Agent

SKILLS

Communication • Problem-Solving • Leadership • Time Management • Attention to Detail • Critical Thinking • Adaptability • Interpersonal • Positive Attitude • Goal-Oriented Mindset • Clear Communication • Problem-Solving

• Internet Savvy • Documenting Information • Conflict Resolution • Resolving Customer Issues • Reliability • Self Motivation • Multitasking Abilities • Decision-Making • Microsoft Office • Time Management Abilities • Active Listening • Attention to Detail • Analytical Skills

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