Claims Processing Help Desk Associate Candidate

Kathleen Catavu 847-***-****

*** ******** *****, *****, ** 60123 ********@***.***

· Call center experience

· Customer Support

· De-escalation techniques

· Order fulfillment

· Payment processing

· Service recommendations

· Problem-solving abilities

· Multitasking abilities

· Complaint resolution

· Returns and exchanges

Professional Summary

Dynamic Senior Customer Service Representative with 22 + years at Verizon Wireless. Renowned for enhanceing customer satisfaction through innovative problem-solving and active listening. Proven track record of independently addressing diverse clinet needs, fostering loyalty, resolving escalated issues and delivering exceptional service in high-pressure environments.

Experience

Verizon Wireless

1/2001-10/2023

Senior Customer Service Representative

Achievements:

· Received several awards for meeting and exceeding goals and being number #1 in the company.

· Promoted from Customer Service to Customer Pro, to Coordinator and then to Senior Customer Service.

· Demonstrated ability to work idependently under minimal supervision

Responsibilities:

· Handled escalated situations calmly while maintaining positive relationships with customers throughout the process.

· Provided technical assistance and guidance remotely over the phone or online as needed by customers.

· Leveraged problem solving skills to develop innovated solutions that improved the overall customer experience.

Mahon Marketing

1/1988-1/2001

Sales Rep. Special Accounts

Education

High School Diploma

References

References are available upon request.

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