Jenifer Gahite

• Resolved customer queries and problems using effective communication and providing step by step solutions through phones, chat and email.
• Collaborated with team members to achieve target results.
• Engaged with customers to better understand needs and deliver excellent service.
• Demonstrated consistent hard work and dedication to achieve results and improve operations.
• Actively listened to customers to fully understand requests and address concerns.
• Managed complaints with calm, clear communication and problem-solving.

• Receiving and Processing Claims for CGU Motor and Property insurance. Handling incoming calls from policyholders, agents, or brokers regarding motor vehicle insurance and property insurance claims.
• For Back Office, processing claims. Gathering information: Collect and document claim-related details such as accident descriptions, vehicle information and policy details.
• Claim Lodgement: Accurately log and register claims in the system, ensuring all necessary information is captured.
• Initial Assessment: Conduct a preliminary assessment of the claim to determine coverage, liability, and potential outcomes.
• Communication: Provide clear explanations of the claims process, timeliness, and requirements to policyholders.
• Provided exceptional customer service by addressing queries and concerns related to claims processes.

Macy's.com and Bloomingdales.com (retail account )

Order entry on phones ( 1 year and 3 mos)

Email support and Back office (5 years)

Optus (Telco - Australian account, 1 year)

Iron Mountain - (4 mos)

Phones

• Greeting customers and offering assistance
• Answering questions about products, store policies and services.
• Providing accurate and helpful information to enhance customer satisfaction.
• Placing order and providing options about products.
• Processing payments, handling returns, and managing customer transactions.
• Keep up to date on new products and promotions.

Emails

• Answering customers' emails promptly and professionally, addressing their questions, concerns, and issues.
• Monitor email queues, prioritise urgent requests and manage email traffic effectively.

Back Office

• Addressing and resolving customer complaints in a professional and timely manner, ensuring customer satisfaction.
• Handling returns, refunds, and exchanges.
• Investigating as to how the product was damaged or not received and escalating it to the correct department.
• Providing initial support for customers' issues and escalating complex cases to the appropriate teams.

Phones

• Answering customer calls and emails, addressing their questions and concerns.
• Identifying and resolving technical issues, and offering alternate solutions.
• Explaining the coverage of their plan and data usage.
• Assist with account activation, upgrades, renewals, and other account-related requests.
• Provide accurate information about available products, services, and promotions.
• Maintain a positive and professional demeanor to ensure customer satisfaction.

Phones

• Processing orders for boxes.
• Handling inquiries and resolving issues related to orders and inventory.
• Maintain up-to-date knowledge of products, services, and policies to provide informed customer support to customers.

Answered customer calls, addressing questions and concerns to enhance overall satisfaction.

• Identified and resolved technical issues, billing discrepancies, and other customer problems to ensure seamless service.
• Assist with account activation, upgrades, renewals, and other account-related requests.
• Provided accurate information on products, services, and promotions, facilitating informed customer decisions.
• Maintain a positive and professional demeanor to ensure customer satisfaction.
• Worked as a customer service representative for Alltel.