Cayla Jackson
Madison
Summary
Dynamic Customer Service Representative with a proven track record at Signature Insurance Group, excelling in complaint resolution and client relations. Recognized for enhancing processes and training staff, while delivering exceptional support and tailored solutions. Proficient in data entry and call management, consistently achieving high-quality standards and fostering positive customer experiences.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Signature Insurance Group
06.2018 - Current
- Responded to customer requests for products, services, and company information.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Sought ways to improve processes and services provided.
- Investigated and resolved accounting, service and delivery concerns.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded proactively and positively to rapid change.
- Cross-trained and provided backup support for organizational leadership.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Documented and detailed calls and complaints using call center's database.
- Detailed payment options and explained price, receipt and billing details to customers.
- Addressed customer account discrepancies and concerns.
- Trained staff on operating procedures and company services.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Education
Associate of Arts - Business Administration
University of North Georgia
Dahlonega, GA06-2022
Skills
- Scheduling
- Complaint resolution
- Client relations
- Computer proficiency
- Data entry
- Data collection
- Documentation
- Typing proficiency
- Call management
- Customer service
Timeline
Customer Service Representative
Signature Insurance Group
06.2018 - Current
Associate of Arts - Business Administration
University of North Georgia
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