Carla Peete
Decatur
Summary
Customer Service Professional with more than 10 years of experience providing explanations to client’s questions in a semi-fast office environment. Proven ability to enhance customer satisfaction and resolving escalations to achieve improved customer relationships. Passionate about building strong customer relationships to strengthen brand loyalty and create a welcoming atmosphere and enjoyable customer experience. Strong organizational skills, reliable and able to work independently with excellent phone etiquette.
As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Customer Service Representative/Insurance Producer
State Farm Insurance Leo Bergers Agency
09.2016 - Current
- Answering client’s questions regarding insurance details such as coverages
- Making calls to find out why changes are happening
- Accepting and posting premium payments in office and over the phone
- Quoting insurance premiums and putting policies in place for customers
- Assisting client with Claim handling and asking probing questions to discover needs
- Having a friendly attitude and remaining calm to de-escalate problems
Inbound Call Center Representative
Convey Health Center
10.2015 - 09.2016
- Reduced call wait times by efficiently managing call queues and prioritizing urgent requests.
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
- Improved first-call resolution rates by effectively utilizing resources and available tools.
- Delivered outstanding results under high-pressure situations by maintaining composure during difficult calls or high-volume periods.
- Enhanced communication skills through active listening, empathy, and clear verbal responses during customer interactions.
Correctional Officer (Training)
West Tennessee State Penitentiary
06.2015 - 07.2015
- Contact Loretta Coleman- Human Resources Manager
- Attended training for this role for 1 ½ weeks before returning due to family illness
Customer Service Representative/Insurance Producer
The Insurance Center
04.2011 - 04.2015
- Insurance Producer writing policies for clients
- Accepting and posting payments in office and online
- Modified documentation online for customers
- Contact William Ryan of Stoutenborough Insurance Monticello IL 61756 217-794-2245
Customer Service Cashier
CUB Foods/County Market
02.2009 - 05.2011
- Maintained a clean and organized workspace, promoting a welcoming environment for customers.
- Handled high-pressure situations calmly, maintaining composure during busy periods or difficult interactions.
- Processed customer orders and accurately handled payment transactions.
- Resolved customer complaints and maintained clean and tidy checkout area.
- Utilized POS system to handle customer cash and credit card transactions.
- Provided support to fellow cashiers by stepping in during breaks or assisting with complex transactions as needed.
- Redeemed coupons to discount purchases.
- Provided exceptional customer service, addressing inquiries and resolving issues promptly.
School Secretary
Decatur Public Schools
07.2007 - 01.2009
- Answered multi-line telephones and greeted visitors and parents to facilitate office operations.
- Performed clerical and administrative support duties to optimize workflow procedures.
- Documented attendance, grades and test scores to update permanent records.
- Supported positive educational atmosphere by resolving student and parent concerns with empathy and professionalism.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Managed filing system, entered data and completed other clerical tasks.
Cashier
Comcast
06.2006 - 07.2007
- Greeted customers entering store and responded promptly to customer needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Assisted customers with returns, refunds and resolving transaction issues.
- Enhanced customer satisfaction by providing efficient and accurate cash transactions.
- Provided backup support for other departments when needed, showcasing versatility within the retail environment.
- Used POS system to enter orders, process payments and issue receipts.
- Processed refunds and exchanges in accordance with company policy.
Education
No Degree - Business English
Richland Community College
Decatur, ILSkills
- Customer service
- Active listening
- Data entry
- Microsoft Excel
- Payment processing
- Professional telephone demeanor
- Microsoft outlook
- Administrative support
- Clerical support
- Filing
- Multi-line phone talent
- Recordkeeping strengths
- Office equipment proficiency
Areas Of Experience
- Data Entry
- Microsoft Office
- Excel
- Customer Focus
- Cashier
- Insurance Producer writing insurance policies for customers
- Experience with 10-key calculators and copy machines
Certification
Insurance License to sell insurance.
Timeline
Customer Service Representative/Insurance Producer
State Farm Insurance Leo Bergers Agency
09.2016 - Current
Inbound Call Center Representative
Convey Health Center
10.2015 - 09.2016
Correctional Officer (Training)
West Tennessee State Penitentiary
06.2015 - 07.2015
Customer Service Representative/Insurance Producer
The Insurance Center
04.2011 - 04.2015
Customer Service Cashier
CUB Foods/County Market
02.2009 - 05.2011
School Secretary
Decatur Public Schools
07.2007 - 01.2009
Cashier
Comcast
06.2006 - 07.2007
No Degree - Business English
Richland Community College
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