Rachel Warnock
Lafayette
Summary
Dynamic Life Contact Center Representative III at Indiana Farm Bureau Insurance, adept at complaint resolution and building rapport. Excelled in managing high call volumes while enhancing customer satisfaction through effective problem-solving and CRM software proficiency. Recognized for training new hires and streamlining processes, contributing to overall team efficiency and service excellence.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Life Contact Center Representative III
Indiana Farm Bureau Insurance
10.2015 - Current
- Assisted customers with inquiries, providing clear and accurate information.
- Managed customer interactions via phone, ensuring a positive experience.
- Collaborated with team members to resolve complex customer concerns promptly.
- Adapted quickly to new procedures and systems during training sessions.
- Maintained up-to-date knowledge of products and services for informed support.
- Followed company protocols to ensure compliance and quality standards in service delivery.
- Provided exceptional customer service by actively listening to inquiries and offering personalized solutions.
- Managed high call volume while remaining focused on delivering excellent customer experiences.
- Navigated multiple software applications simultaneously, ensuring accuracy and efficiency in handling customer inquiries.
- Demonstrated empathy towards customer concerns, fostering trust and rapport during interactions.
- Improved customer satisfaction by efficiently addressing and resolving issues in a timely manner.
- Collaborated with cross-functional teams to provide seamless support for customers during various stages of the service process.
- Streamlined processes for faster issue resolution, contributing to overall contact center efficiency.
- Assisted in training new hires, sharing best practices and contributing to their professional development.
- Contributed to continuous improvement initiatives, implementing feedback from supervisors and peers to enhance personal performance.
Education
High School Diploma -
Azusa High School
Azusa, CA06-2000
Skills
- Complaint resolution
- Workload management
- CRM software
- Call handling
- Customer service
- Problem-solving skills
- Building rapport
- Verbal and written communication
- Gathering information
- Training experience
- Inbound phone calls
- Resolving issues
- Logging call information
- System documentation
- Inbound phone call management
- Customer communications
- Answering questions
- Customer support
- Interpersonal skills
- Customer relationship management
- Call control
- Product knowledge
- Calm disposition
- Professional phone voice
- Analytical
- Teamwork and collaboration
- Computer skills
- Relationship building
- Policies and procedures adherence
Certification
- Life and Health License - 11/16/2018
Timeline
Life Contact Center Representative III
Indiana Farm Bureau Insurance
10.2015 - Current
High School Diploma -
Azusa High School
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