Sierra Hitchcock
Atlanta
Summary
Results-driven customer service professional with 8 years of experience delivering exceptional support to clients. Proven track record of maintaining high customer satisfaction through effective communication and problem-solving skills. Seeking a remote customer service position to leverage remote work experience and commitment to delivering top-notch service.
Overview
5
5
years of professional experience
Work History
Claims Customer Service Associate
Assurant
01.2023 - Current
- Handle 50+ calls daily for multiple clients (mortgage companies) regarding home damages, assisting with claim setup, check endorsement, inspections, and complaints.
- Provide comprehensive customer service, ensuring homeowner satisfaction and efficient resolution of issues.
- Increased customer satisfaction rates through empathetic handling of customer concerns and timely resolutions
- Enhanced customer satisfaction by promptly addressing and resolving claims inquiries.
- Liaised with insurance carriers to resolve billing errors and discrepancies.
Customer Service Representative
Alorica
02.2019 - 01.2023
- Improved communication between departments by facilitating interdepartmental meetings focused on problem-solving strategies for common issues affecting customers'' experiences.
- Tracked customer service cases and updated service software with customer information.
- Delivered prompt service to prioritize customer needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Implemented feedback loops that encouraged continuous improvement among team members by sharing insights about exceptional service delivery techniques.
Education
Bachelor of Science - Computer Science
Strayer University
Washington, DC05.2025
Skills
- Proficient in Customer Relationship Management (CRM) software such as Salesforce and Zendesk
- Experienced with ticketing systems like JIRA and Oracle Skilled in providing chat support
- Proficient in handling email, and phone support inquiries
- Competent in managing knowledge bases
- Experienced in troubleshooting and problem resolution
- Familiarity with remote communication tools such as Zoom and Slack
- Capable of analyzing data for customer insights
- Proficient in social media management for customer interactions
- Familiarity with time management and productivity tools like Asana and Trello
- Insurance Claim Forms Review
- Large-Sum Computations
- Coverage Determination
Timeline
Claims Customer Service Associate
Assurant
01.2023 - Current
Customer Service Representative
Alorica
02.2019 - 01.2023
Bachelor of Science - Computer Science
Strayer University
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