LOUISA-JANE WAKEFIELD

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• Customized support strategies for high-priority clients to ensure their specific needs were met.
• Managed high call volumes while providing exceptional customer support and maintaining professional composure.
• Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
• Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
• Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
• Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
• Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
• Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
• Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
• Streamlined call flow processes for more efficient response times and increased productivity.
• Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
• Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
• Provided personalized assistance to clients, fostering strong relationships and promoting brand loyalty.

• Self-motivated, with a strong sense of personal responsibility.
• Worked effectively in fast-paced environments.
• Skilled at working independently and collaboratively in a team environment.
• Proven ability to learn quickly and adapt to new situations.
• Excellent communication skills, both verbal and written.
• Worked well in a team setting, providing support and guidance.
• Demonstrated respect, friendliness and willingness to help wherever needed.
• Passionate about learning and committed to continual improvement.
• Managed time efficiently in order to complete all tasks within deadlines.
• Paid attention to detail while completing assignments.
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Strengthened communication skills through regular interactions with others.
• Developed and maintained courteous and effective working relationships.
• Demonstrated strong organizational and time management skills while managing multiple projects.
• Learned and adapted quickly to new technology and software applications.

• Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
• Responded to customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility and claims.
• Understood each target customer's business model, mapped out organization and identified unique technology needs.
• Researched relevant resources to assist members, identified member representation needs, and troubleshot next steps to provide optimal support for member.
• Monitored service capabilities and collaborated cross-functionally to meet needs and resolve escalated issues.
• Identified prospect needs and developed appropriate responses along with information on suitable products and services.
• Provided basic technical support resolving issues for clients on variety of company products.
• Boosted brand awareness, implemented promotional campaigns and employed sales tactics as part of territory development.
• Set up appointments with potential and current customers to promote new products and services.
• Developed and utilized reports to assist leadership with key decisions and outperformance of operational targets.

• Answered customers' questions and addressed problems and complaints in person and via phone.Opened and closed the store, which included counting cash drawers and making bank deposits.Helped customers select products that best fit their personal needs.Consulted with Consistently generated additional revenue through skilled sales techniques
• Experience Education customers on the latest styles and trends.Collaborated with customer service team members to give exceptional service throughout the entire shopping