Star Brice-Black
Anderson
Summary
Diligent customer service professional successful at satisfying different types of customers with creative and knowledgeable solutions. Leads teams of customer service-focused professionals to improve customer ratings, reduce complaints and increase business.
Overview
1
1
year of professional experience
Work History
Senior Customer Experience Specialist
VCloud Interactive, LLC
08.2023 - Current
- Analyze customer feedback data and generate insights to identify trends, areas of improvement, and opportunities for enhancing the customer experience by 10%.
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
- Devised innovative solutions that resolved recurring issues faced by customers, ultimately boosting satisfaction rates.
- Develop and execute customer experience training programs for VCloud employees to ensure consistent delivery of exceptional customer service.
Customer Success Associate
PartsBase
04.2023 - 06.2023
- Assisted the development of over 500 customer success plan, resulting in an increase of customer onboarding by 15%.
- Organized tailored customer success webinars between CSM's and clients to increase product utilization by 12%.
- Analyze customer data and provide insights to CSM's on how to improve customer success rates and increase customer retention by 10%.
- Collaborate with CSM's to develop customized onboarding plans, configurations, train their staff, and launch the product with client to ensure a smooth transition and successful adoption of technology.
- Worked with CSM's to increase client retention by pulling SEO metrics to curated personalize upselling strategies for clients.
Claims Support Representative
Canal Insurance Company
09.2022 - 02.2023
- Delivered high-quality customer service experience when interacting with policyholders and external partners such as medical providers or legal representatives.
- Provided exceptional support to claims adjusters, enabling them to focus on core tasks and expedite settlements by 20%.
- Assisted in training new Claims Support Representatives, sharing knowledge of best practices and company procedures.
- Maintained detailed records of all interactions with policyholders, ensuring seamless information exchange between departments.
Education
Associate of Science -
Greenville Technical College
Greenville, SCBachelor of Arts -
Coastal Carolina University
Conway, SCSkills
- Trend Monitoring
- Request Management
- Client Advocacy
- Critical Thinking
- Quality Assurance
- MS Office
- Customer Retention Strategies
- Call Metrics
- Process Improvement
- Customer Service
- Salesforce CRM
Timeline
Senior Customer Experience Specialist
VCloud Interactive, LLC
08.2023 - Current
Customer Success Associate
PartsBase
04.2023 - 06.2023
Claims Support Representative
Canal Insurance Company
09.2022 - 02.2023
Associate of Science -
Greenville Technical College
Bachelor of Arts -
Coastal Carolina University
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