Remote Customer Service & Scheduling Expert

Douglas M. Lovell

***************@*****.*** 940-***-****

PROFESSIONAL SUMMARY Customer-focused Remote Customer Service Advisor with extensive experience supporting customers in insurance, utilities, home services, and telecommunications environments. Proven ability to manage high call volumes, resolve complex customer issues, de-escalate concerns, and meet performance metrics. Comfortable working independently in remote settings while maintaining quality, compliance, and professionalism. RELEVANT CUSTOMER SERVICE EXPERIENCE Inbound Call Center & Remote Support

Customer Service Representative

Terminix ● Marketplace Insurance ● Verizon ● Stanley Steamer ● DIRECT TV

• Provided inbound customer support via phone for billing, service, scheduling, and account inquiries

• Assisted customers with policy information, coverage questions, service plans, and payment issues

• Accurately documented interactions using CRM and ticketing systems

• Followed scripted workflows compliance requirements, and quality standards

• Resolved escalated issues using de-escalation and problem-solving techniques

• Maintained confidentiality of customer data and adhered to privacy regulations

• Met and exceeded call handling, quality assurance, and customer satisfaction metrics

(Experience spans multiple roles over several years; exact dates intentionally omitted) REMOTE AND CALL CENTER SKILLS

• Inbound call handling

• Remote customer support

• Insurance and service-based customer assistance

• Billing & account resolution

• CRM & call logging systems

• De-escalation & conflict resolution

• Compliance & policy adherence

• Time management & self-motivation

• Clear verbal communication

• Multitasking in high-volume environments

Douglas M. Lovell

***************@*****.*** 940-***-****

TECHNOLOGY & WORK-FROM-HOME READINESS

• Comfortable working with cloud-based CRM platforms

• Headset-based phone systems and softphones

• Microsoft Office / Google Workspace

• Reliable internet & quite remote work environment

• Ability to follow schedules, scripts, & performance metrics independently ADDITIONAL EXPERIENCE

• General Contracting & Business Operations

• Customer communication, scheduling, and service coordination

• Problem resolution & expectation management

• Professional phone & client interaction

(This supports customer-facing & organizational skills)

Contact this candidate