Courtney Talley
Greenville
Summary
Delivered high-quality customer support in an remote call center environment, handling high-volume inbound calls. Resolved customer issues relate to accounts, billing, policies, and general support while meeting performance metrics including Average Handle Time (AHT), Customer Satisfaction (CSAT), Quality Assurance (QA), and First Call Resolution (FCR). Utilized CRM systems to document interactions accurately and complied with company policies, data privacy standards, and regulatory requirements.
Overview
1
1
Certification
Work History
Customer Service Representative
QVC
- Handled 100+ inbound calls daily assisting customers with placing orders, tracking shipments, cancellations, returns, and account updates.
- Documented customer interactions accurately while maintaining efficiency and customer satisfaction.
Senior Insurance Advisor
Concentrix
- Supported Allstate policyholders with billing explanations, policy reviews, and account updates.
- Added and removed vehicles, updated policy details, reviewed discounts, and processed documentation requests.
- Ensured compliance with insurance regulations and proper account notation
Customer Care Representative
Insight Global
- Assisted Georgia Power customers with billing inquires, service start/stop requests, address changes, outage reporting, and payment plans.
- Delivered clear explanations and documented interactions in CRM systems.
Insurance Customer Service Specialist
Teleperformance USA
- Provided inbound support to USAA policyholders regarding insurance policies and billing.
- Updated polices by adding or removing vehicles and members while adhering to state insurance guidelines.
Customer Service Representative
ResultsCX
- Assisted members with monthly benefit programs by placing orders, tracking shipments, and issuing replacement orders.
- Explained eligible benefits and items while delivering empathetic, member-focused service.
- Assisted customers with inquiries, providing accurate product information and support.
- Resolved customer complaints effectively, enhancing overall satisfaction levels.
Support Specialist
Concentrix
- Assisted customers with their Apple.com orders by helping with online order tracking, cancellations, returns, and fraud-related concerns.
- Scheduled technical support appointments and provided Apple Store guidance.
Technical Support Representative
Sitel
- Supported customers with Internet, landline, and TV services.
- Assisted with outages, billing inquires, technical troubleshooting, appointment scheduling, and password resets.
- Documented customer interactions in CRM system, ensuring accurate record-keeping.
Education
High School Diploma -
SC Whitmore School
Columbia12-2018
Skills
- Customer service
- Data entry
- Conflict resolution
- Account Management
- Order Processing
- CRM Documentation
- Metrics & High Call Volume
Certification
- Personal Lines Insurance License - (SC - 20410401)
Timeline
Customer Service Representative
QVC
Senior Insurance Advisor
Concentrix
Customer Care Representative
Insight Global
Insurance Customer Service Specialist
Teleperformance USA
Customer Service Representative
ResultsCX
Support Specialist
Concentrix
Technical Support Representative
Sitel
High School Diploma -
SC Whitmore School