Regine Johnson
Newport News
Summary
Customer-focused Customer Service expert with a passion for building relationships. Exceptional ability to communicate effectively with customers, address their concerns, and resolve issues to ensure satisfaction. Strong problem-solving skills and ability to think quickly in high-pressure situations. Adept at using CRM software and other tools to manage customer interactions.
Overview
7
7
years of professional experience
Work History
Work From Home Agent
Teleperformance
10.2022 - Current
- Assisted an average of 100 customers per day via email, Loom, and live video (Zoom) resulting in 90% satisfaction rate.
- Routinely updated clients, following SLA (Service Level Agreement) guidelines, on active issues to gain additional information or to advise of status, resulting in a 95% customer satisfaction rate.
- Actively monitored and engaged with additional support channels, such as Slack and social media, resulting in a 40% increase in customer engagement.
Remote Claims Benefit Specialist
Nationwide Mutual Insurance Company
03.2021 - 09.2022
- Reviewed new files to determine current status of injury claim and to develop plan of action.
- Followed up with customers on unresolved issues.
- Utilized appropriate cost containment techniques to reduce overall claim costs.
Remote Customer Service Representative
Viking Cruises
06.2018 - 11.2019
- Consistently exceeded customer satisfaction goals by an average of 15% through effective communication and problem-solving techniques.
- Mentored and trained a team of 10 new customer service representatives on company policies and procedures, resulting in a 20% increase in team performance.
- Managed an average of 150 customer interactions per day, successfully resolving 90% of issues on the first call.
Education
High School Diploma -
Penn Foster Career School
Scranton, PA08-2023
Skills
- Ul>
- Typing 40 wpm
- P>Claims
- P>Complaint resolution
- P>CRM
- P>Multi-line phone talent
- P>Professional telephone demeanor
- P>Creative problem solving
- Phone etiquette
- Goal oriented
- Aegis CRM
- Billing management
- Call handling
- Understanding customer needs
- Microsoft office
Personal Information
Title:
Contact
Norfolk, VA 23504
Education
Norfolk, VA
Key skills
Communication, Emotional Intelligence, Training, Team-working, Negotiation, Persuasion, Influence, Problem Solving, Conflict Resolution, Transparency, Relationship Building, Active Listening, Attention to Detail
Timeline
Work From Home Agent
Teleperformance
10.2022 - Current
Remote Claims Benefit Specialist
Nationwide Mutual Insurance Company
03.2021 - 09.2022
Remote Customer Service Representative
Viking Cruises
06.2018 - 11.2019
High School Diploma -
Penn Foster Career School
Similar Profiles
Pedro Pablo Saldaña HerreraPedro Pablo Saldaña Herrera
Customer Care Representative at TeleperformanceCustomer Care Representative at Teleperformance
Amit ChauhanAmit Chauhan
Senior Technical Support Executive at TeleperformanceSenior Technical Support Executive at Teleperformance
Tyquan AbsonTyquan Abson
Training Specialist at TeleperformanceTraining Specialist at Teleperformance