Service Center Assistant - Stafforward - Indianapolis, Indiana
(2024-12 - 2026-01)
Provide excellent service displaying empathy to callers about claims for multiple lines of business.
- Expediting the claims process, and providing detailed claim notes on all calls, resolving issues with one call/one person in response, and directing calls to the proper escalation path as needed.
- Provide excellent customer service to external customers and internal support to an assigned team.
- Act as a liaison between customers and team members; direct calls to the proper escalation path as needed.
- Provide detailed notes on phone calls and track and code documentation according to standard processes.
- Educate and inform customers about processes, timelines, and status of inquiries via multiple communication channels.
- Resolve issues with one call/ one-person responses.
- Perform administrative tasks.
Membership Service Representative - AAA The Auto Club Group - Indianapolis, Indiana
(2023-11 - 2024-09)
- Learn, follow, adapt to and apply ACG Claim policies, procedures, and guidelines
- Accurately document through data entry to ensure proper claims processing
- Get the skills to use the assigned ACG Claim systems
- Efficiently communicate through both writing and speaking with policyholders and colleagues in the workplace
- Demonstrate customer service skills by showing empathy to enhance customer experience.
- Collect, analyze, interpret data, and solve problems while proving strong decision-making skills with colleagues.
- Demonstrate basic PC software skills (Microsoft applications.)
- Prioritize claim-related tasks, manage time effectively, organize tasks, and plan with efficiency.
- Analyze claim-related data with high ability
Customer Service & Sales Representative - At&t Mobility Services LLC - Indianapolis, Indiana
(2022-05 - 2023-02)
- Provide correct, valid, and complete information by using the right methods/tools
- Handle customer complaints, provide proper solutions and alternatives within the time limits; follow up to ensure resolution
- Maintain up-to-date knowledge about ATT products and services.
- Respond to customer queries about ATT services, equipment, promotions, roaming, and billings.
- Enhance customer retention and satisfaction by providing outstanding and prompt customer services.
- Understand customer needs, recommend proper products, and rate plans.
- Develop innovative ways to sell AT&T products and services to customers.
- Handle customer requests for payments, activations, upgrades, and other services.
- Utilize problem-solving skills to find solutions for customer needs
- Maintain up-to-date knowledge of products and services offered by AT&T
- Accurately enter customer information into the system, including billing address, contact information, and account details
- Aid customers with product selection, installation, activation, and troubleshooting
- Educate customers on features and benefits of AT&T products and services
- Process payments, refunds, credits, and other transactions as needed
- Follow established procedures for handling customer complaints and escalations
Guest Service Advocate - Target - Indianapolis, Indiana
(2019-04 - 2022-10)
- Recommend potential products or services to management by collecting customer information and analyzing customer needs
- Contribute to team effort by carrying out related results as needed
- Build sustainable relationships of trust through open and interactive communication
- Provide correct, valid, and complete information by using the right methods/tools
- Meet personal/team sales targets and call handling quotas
- Handle complaints, provide proper solutions and alternatives within the time limits and follow up to ensure resolution
- Follow communication procedures, guidelines and policies
Tier 1 Customer Support - Conduent - Anderson, Indiana
(2014-04 - 2019-04)
- Responds to telephone inquiries and complaints using standard scripts and procedures.
- Gathers information, research/resolves inquiries and logs customer calls.
- Communicates proper options for resolution promptly.
- Informs customers about services available and assesses customer needs.
- Offers functional guidance, training, support, and aid to lower-level staff.
- Schedules work to ensure correct phone coverage, monitors priority of calls and shifts escalated calls to assure resolution of problems.
- Prepares standard reports to track workload, response time, and quality of input.
- Aids in planning and implementing department goals and makes recommendations to management to improve efficiency and effectiveness.
