Customer Service Lead

With over 12 years of experience as a professional service representative, I excel in building strong client relationships and resolving complex issues with efficiency. I am committed to maintaining core values of integrity, respect, and professionalism. My adept communication skills allow me to convey solutions effectively, while my proactive approach ensures customer satisfaction and fosters long-lasting partnerships. I am committed to delivering exceptional service tailored to individual needs, thriving in fast-paced environments where I can utilize my multitasking abilities and attention to detail.

Last Resume Update March 24, 2024
Address Spotsylvania, Virginia
E-mail Locked
Phone Number Locked

Experience

Qwick
Marketplace Engagement Specialist
Mar 2022 - Apr 2023

• Identify and reduce fraud across the company platform
• Analyze marketplace data to identify new opportunities and trends in the marketplace to enhance engagement and drive revenue growth
• Collaborate with marketing team to develop and implement targeted campaigns to attract and retain users
• Develop and implement strategies to improve Freelancer satisfaction and loyalty
• Assist in identifying and implementing new features and enhancements to the Qwick application based on feedback and user needs

Employment gap
Stay at home mom
Jun 2016 - Mar 2022

• Managed household budget and expenses, demonstrating strong financial management skills.
• Organized and executed daily schedules for multiple family members, showcasing strong organizational and time management abilities. Facilitated and mediated conflict resolution among family members, honing interpersonal and problem-solving skills.
• Developed and implemented educational activities for children, showcasing creativity and adaptability.
• Acted as primary caregiver, demonstrating reliability, patience, and dedication.
• Volunteered and coordinated events for local community organizations, showcasing leadership and teamwork abilities.

Liberty Mutual
Insurance Producer
Jun 2015 - Jun 2017

• Cultivated and maintained relationships with clients to understand their insurance needs and provide tailored solutions.
• Conducted comprehensive insurance assessments to identify gaps in coverage and recommend appropriate policies.
• Provided exceptional customer service by promptly addressing inquiries, claims, and policy changes.
• Contributed to team meetings and training sessions to share best practices and enhance team performance.

Asurion
Technical Support Coach
May 2014 - May 2015

• Implemented innovative training programs to enhance the technical skills and knowledge of the technical support representatives, keeping them up-to-date with the latest developments in technology and customer support techniques.
• Developed and maintained a comprehensive knowledge base to support technical support representatives in efficiently resolving customer issues.
• Provided feedback and recommendations to management on areas for improvement in customer service and technical support processes, based on observations and interactions with the team of technical support representatives.
• Monitored the performance of technical support representatives and identify areas for improvement, such as call handling efficiency, problem-solving skills, and customer satisfaction, and provide coaching and guidance to help them achieve higher performance levels.

State Farm
Bank Representative
Aug 2012 - May 2014

• Provided exceptional customer service by resolving complex banking inquiries and issues in a timely and efficient manner.
• Identified opportunities to cross-sell and upsell banking products to existing customers.
• Collaborated with the team to identify opportunities for process improvement and developed solutions to enhance efficiency and customer satisfaction.
• Assisted in the development and implementation of new customer service strategies to improve overall customer satisfaction and retention rates.
• Collaborated with State Farm Agents to identify and capitalize on new business opportunities.
• Analyzed customer feedback and identified areas for improvement in the banking products and services offered by the agency.

Education

Northern Virginia Community College
Bachelor of Science (B.S.) Marketing
Oct 2023 - Current

Coursework toward degree

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