Carrie Clarke

13751 Palm Street, Cerritos, CA 90703

Phone: (714) 457-8397 Email: lloott2003@yahoo.com

CUSTOMER SERVICE REPRESENTATIVE & SUPPORT SPECIALIST

 Committed Customer Service Representative with 10+ year’s experience. Recognized strengths
in accounts maintenance, problem–solving, trouble shooting, staff support, retention, and
implementation of proper procedures.
 Respected team player and a leader. The ability to train, motivates, and supervises customer
service provisions and employees.
 MS Office “power-user.” Additional, proficiencies in assorted database and software.

AREAS OF EXPERTISE
Customer Service Organization Teambuilding & Training Retention & Reduction Strategies
Escalated Handling & Resolution Floor & Staff Support High Call Volume
Customer Satisfaction Enrichment Call Centers Operations Customer Documentation

PROFESSIONAL EXPERIENCE

Assurant Specialty Property Insurance — Santa Ana, CA 2002 to 2010

Customer Service Representative III
Delivered outstanding customer service in a mortgage and insurance processing center. Followed company
guidelines to perform tasks and resolved questions and problems.

 Maintained 100% Quality Assurance Audits consist. Analyzed customer need, determined
appropriate action, and provided applicable requirement for resolution. 
 Received and answered customer questions, concerns, related to claims and loss draft services.
Ensured immediate resolution of customer issue to preserve customer loyalty and fulfill company
policies.
 Trained CSRs and contributed to a significant improvement in satisfaction according to insurance
policy provisions
 Exemplified proper escalated procedure and coordination with supervisor or other personnel, which
lowered the retention percentage.

ANSAFONE — Santa Ana, CA 2003 to PRESENT

Call Center Representative
A message center that received inbound telephone calls from customers. Outsourced call center for various clients
and companies.

 Assisted CSRs and Sales Consultants with information needed to provide customers with quality
service.
 Worked independently and completed all training sessions and learning modules.
 Recorded electronic transactions, talked with customers, and data entry documentation.
 Demonstrated initiative and self-motivation.

EDUCATION
SANTA ANA COMMUNITY COLLEGE — Santa Ana, CA 2008
Associate Degree

CAL STATE FULLERTON — FULLERTON, CA 2009 to PRESENT

Major: Business Administration