Customer Service Professional Resume Title
Resume:
Dechristie Hester
Covington, GA *****
******************@*****.***
Professional Summary
Diligent customer service professional accustomed to working independently and collaboratively in direct response to customer care and support requirements. Communicates well with others and maintains accurate records. Decisive problem solver with enthusiastic attitude and desire to please customers. Work Experience
Customer Service Representative II
FPL Home(FPL Energy Services)
October 2018 to February 2024
Prepared documentation for customer contracts and transactions. Managed time by prioritizing workload and juggling multiple tasks simultaneously. Remained calm, composed and polite to deescalate aggressive customer behavior. Updated customer accounts with current personal and purchasing information. Ensured confidentiality of all sensitive information handled during client interactions. Scheduled appointments for customers as required by their needs or concerns. Managed high volume of inbound and outbound calls with emphasis on customer satisfaction. Documented all customer interactions and transactions accurately for future reference. Customer Service Representative
Sedgwick
January 2017 to January 2018
Filling out FMLA/ short terms disability claims
Successfully operates a PC, software/application
Managing high volume calls
Encourages, motivates, and develops team to the maximum of their ability; leads by example Provide detail plan policies and procedures to the custome Resolved customer inquiries, complaints, and issues providing insightful solutions. Answered inbound calls to greet and assist customers with various needs and questions. Communicated with clients over phone, email and chat platforms. Customer Service Representative
Optum/ United Healthcare
January 2015 to January 2017
Manage multiple clients and high volume of calls successfully operates a PC, software/applications, telephones, fax, scanner and copier
Effectively communicates with clients and vendors. Ensures that Customers' needs are meet in a timely fashion Provide detail plan policies and procedure for customer's Process transactions.
Performs special projects as assigned.
Complies with all company policies and procedures. Made informed decisions under stressful circumstances. Served as friendly first point of contact for customer inquiries. Aon Hewitt
401K CRS
January 2014 to January 2015
Assisted customers with the management of the 401(k) plans and options. Research, communicate and accurately resolve basic client service needs according to the commitments and standards set forth by the department.
Process Enrollments into 401(k)
Assisted with Contribution Rate Changes, Rollovers, Distributions and Account Reallocations.
Provided knowledge on accounts and available plans. Finance Collector
Global Credit and Collection-Winter Park, FL
January 2012 to January 2014
Provided confidential financial services to clients within the organizations. Oriented and trained new employees on system databases. Analyzed debts and implemented programs to re-write existing loans. Decreased client losses by collecting on delinquent accounts; collections estimated up to1 million dollar. Conducted skip tracing to locate new-information on customers. Outperformed collection goals each quarter.
Answered customer questions regarding problems with their accounts. Processed payments and applied them to customer accounts accurately and timely. Advised customers of necessary actions and strategies for debt repayment. Education
High School Diploma
American Academy Of PineCrest-Miami, FL
October 2004 to May 2007
Skills
• Driving experience in industrial areas
• Order inquiry handling
• Networking event prospecting
• Automotive fluid level checks
• In-person customer service
• Microsoft Excel
• Adaptability and flexibility Quality assurance
Multitasking Capability De-escalation techniques
Time management abilities Critical Thinker
• Defensive driving
• Improving customer support response time - Customer support response time improved (More than 30%)
• Customer service
• Hazardous materials transportation
• Customer support experience within education industry
• Internal employee customer service
• Driving experience in city centers
• Customer support experience within finance industry
• ServiceNow
• Managing teams in a customer support role - Largest customer support team managed (More than 20 team members)
• Microsoft Office (8 years)
• Typing
• Inbound selling
• Computer skills (10+ years)
• International customer service experience
• HIPAA
• Analysis skills
• Order processing
• Phone call management
• Customer support - Customer support experience (6-10 years)
• Vehicle cleanliness maintenance
• Load securing safety procedures
• Customer needs analysis
• Bus driving
• Customer issue escalation
• English
• Cross-selling
• HVAC
• Relationship selling
• Individual consumer customer service
• Cold calling
• Surveillance (4 years)
• Corporate sales environment
• Automotive brake inspection
• Driving experience in construction zones
• Driving experience on interstate highways
• Vehicle inspections
• Live chat
• Phone etiquette (10+ years)
• Communication skills
• Providing product information
• Organizational skills
• Sales negotiation
• Email outreach prospecting
• Email customer support
• Cargo van operation
• Perishable goods transportation
• Microsoft Outlook
• Customer support experience within e-commerce industry
• Call center agent experience
• Windows
• Retail sales
• Billing issue inquiries
• Phone customer support
• Managing customer accounts
• Sales (5 years)
• Direct selling
• Dispatching
• Microsoft Word (5 years)
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