Customer Service - MINDLANCE - Remote
(2024-01)
- Use of multiple systems to navigate while on phone with customer.
- Steadily perform under metric limits set as standards for call times.
- Use of empathy, reassurance and resolution of 90% on first call.
- Handle 50+ customer inquiries daily while maintaining quality standards.
- Maintained a positive tone during high-pressure customer interactions.
Customer Support - Lifestorage - Remote
(2021-05 - 2023-08)
- Informed customers regarding billing procedures, processed payments.
- Performed needs analysis and presented options based on findings to help customers make decisions.
- Processed customer account changes with proprietary software using multiple systems.
- Demonstrated empathy, friendly and knowledgeable service for routine questions and service complaints.
- Troubleshot, resolved or escalated technical issues based on customer needs.
- Consulted with customers regarding needs and addressed concerns
- Resolved 90 % of issues with first call and escalated more complex issues to obtain necessary customer support.
Call Center Representative - Navia Benefit Solutions - Renton
(2019-11 - 2020-07)
- Processed customer account changes with proprietary software, using multiple systems.
- Responded quickly to customer inquiries, needs and issues in friendly manner, using empathy.
- Researched problems and processed necessary documents to ensure a successful resolution
- Consulted with customers regarding needs and addressed concerns.
- Resolved 90 % of issues with first call and escalated more complex issues to obtain necessary customer support.
