Summary
Overview
Work History
Education
Skills
Timeline
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DeAndre Carter

Maricopa,AZ

Summary

Friendly and analytical Senior Call Center Representative with 10 years of experience handling technical and non-technical customer calls in large and small call center environments. Able to consistently exceed KPIs by using custom and pre-defined call scripts. Excellent interpersonal skills and a trained expert in conflict management. Tech-savvy, with the aptitude to ramp up on new systems and processes quickly.

Overview

12
12
years of professional experience

Work History

Data Entry Coordinator

Viking Cruises
12.2021 - Current
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Updated account information to maintain customer records.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Provided white glove customer service & upheld the highest quality values of Viking Cruises.
  • Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
  • Took payment information and other pertinent information such as addresses and phone numbers to place orders.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Reinforced established quality control standards and followed procedures for optimal customer interactions.
  • Maintained and managed customer files and databases.
  • Answered constant flow of customer calls with minimal wait times.
  • Responded to customer requests for products, services, and company information.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Developed customer service policies and procedures to meet and exceed industry service standards.
  • Maintained confidentiality of sensitive information entered into the database.
  • Updated existing data records and deleted unnecessary files.
  • Collaborated with other departments to ensure accurate transfer of information between systems.
  • Provided support to end users related to data entry issues and queries.
  • Developed and implemented data collection systems to optimize statistical efficiency and quality.
  • Coordinated with external customers regarding their accounts' status updates.
  • Ensured compliance with all relevant regulations concerning privacy of personal information.
  • Operated data entry equipment to input lists, records, or other data points into a computer system.
  • Generated reports on a regular basis for analysis purposes.
  • Identified areas where additional training was needed for more efficient processing of data entry tasks.
  • Educated customers about billing, payment processing and support policies and procedures.

Customer Service Representative

Arizona Department of Revenue, ADOR
06.2019 - 05.2020
  • Reviewed and analyzed client data and accurately prepared income tax returns and tax research.
  • Reviewed clients tax filing papers thoroughly to determine eligibility for additional tax credits or deductions.
  • Researched and analyzed specialized tax laws, rules and regulations and analyze pertinent client, industry, and technical matters to remain current on tax legislation.
  • Offered clients recommendations to reduce tax liabilities.
  • Analyzed financial records to verify accuracy of tax returns.
  • Assessed client tax situations to determine best filing options.
  • Researched tax implications for various deductions and credits.
  • Calculated estimated tax payments for clients.
  • Utilized tax software to prepare returns and meet deadlines.
  • Conducted reviews of internal tax documentation, reducing errors related to missed tax benefits.
  • Analyzed financial documents to accurately reflect client information on tax returns.
  • Delivered prompt service to prioritize customer needs.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Cross-trained and provided backup support for organizational leadership.

CSR Licensed Agent

QBE Insurance Company
03.2016 - 06.2019
  • Processed applications, payments, corrections, endorsements and cancellations
  • Promoted agency products to customers in person, on the telephone and in writing
  • Made call outs for collections on closed accounts
  • Compiled coverage and rating information in an accessible format
  • Up sold agency products and services
  • Prepared necessary paperwork to process insurance sales and renewals
  • Preformed rate reviews for both home/auto ( Explained Rate Increases ) - Pursued continuing education and training programs to continue professional development
  • Followed up with potential clients regarding online information requests
  • Presented and clearly explained insurance policy options to clients based on their needs and goals
  • Developed productive working relationships with car dealers, loan processors and other business partners in the community
  • Researched coverage and premium options and supplied clients with the best coverage available
  • Promoted client retention through high-quality service and follow through
  • Take payments on behalf of renewals & monthly payments
  • Add/sub or delete vehicles off policy's
  • Implemented and developed customer service training processes
  • Applied highly effective selling skills while properly engaging and presenting solutions to customers.

Customer Service Representative

Liberty Mutual Insurance
01.2014 - 02.2016
  • Made call outs for collections on closed accounts - Processed applications, payments, corrections, endorsements and cancellations
  • Promoted agency products to customers in person, on the telephone and in writing
  • Compiled coverage and rating information in an accessible format
  • Up sold agency products and services
  • Prepared necessary paperwork to process insurance sales and renewals
  • Preformed rate reviews for both home/auto ( Explained Rate Increases ) - Pursued continuing education and training programs to continue professional development
  • Followed up with potential clients regarding online information requests
  • Presented and clearly explained insurance policy options to clients based on their needs and goals
  • Developed productive working relationships with car dealers, loan processors and other business partners in the community
  • Researched coverage and premium options and supplied clients with the best coverage available
  • Promoted client retention through high-quality service and follow through
  • Take payments on behalf of renewals & monthly payments
  • Add/sub or delete vehicles off policy's
  • Trained in complex states such as Massachusetts, New York, Florida
  • (States that have stricter insurance guidelines.)

Education

Corona Del Sol
05.2012

Skills

  • Customer service
  • Microsoft office
  • Call center
  • Microsoft word
  • Excel
  • Customer care
  • WORD
  • Sales and Upselling
  • Data Evaluation
  • Quality Control
  • Strong analytical skills

Timeline

Data Entry Coordinator

Viking Cruises
12.2021 - Current

Customer Service Representative

Arizona Department of Revenue, ADOR
06.2019 - 05.2020

CSR Licensed Agent

QBE Insurance Company
03.2016 - 06.2019

Customer Service Representative

Liberty Mutual Insurance
01.2014 - 02.2016

Corona Del Sol

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DeAndre Carter