Experience

Fortegra

• United States
• Insurance
• 200 - 300 Employee

• Customer Service Representative

  • Jan 2019 - Present

  • Communicates clearly through direct conversations with the customer, and conveys information to the customer with clarity and understanding, while showing empathy for customers situation • Resolves escalated situations in a friendly, courteous manner • Reviews operations procedures and implements changes and ensures the enforcement and adherence to operations procedures • Communicates with other departments and external administrators via email/ telephone/fax, to inquire about claim status or documents pending review • Works as a team with co-workers, paying close attention to detail and resolving issues in the best interest of the customer, store representative and the



Convergys

• United States
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Customer Service Representative

  • Sep 2017 - Dec 2018

  Clarified customer requirements; probed for understanding, used decision-support tools and resources to resolve customer issues that are non- standard/unstructured and require some clarification or conceptual thinking • Listened attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer • Greeted customers in a courteous, friendly, and professional manner using agreed upon procedures • Maintained broad knowledge of client products and/or services • Prepared complete and accurate work including appropriately notating accounts as required • Participated in activities designed to improve customer satisfaction and business performance • Offered additional products and/or services • Tracked, documented, and retrieved information in