Christa Palmer
North East
Summary
Experienced customer service professional recognized for exceptional skills in managing client relationships and resolving conflicts. Achieved successful outcomes in high-stakes situations, safeguarding accounts through effective problem-solving techniques. Consistently maintained an error rate below 2% across client portfolios, fostering enduring customer loyalty.
Overview
25
25
years of professional experience
Work History
Customer Service Representative
AAA/CSAA INSURANCE
10.2022 - 01.2025
- Managed high call volume for incoming customer claim requests effectively.
- Prioritized customer chat and email requests to ensure timely responses.
- Achieved top daily adherence statistics within company standards.
- Processed claims and ensured accurate documentation for timely resolution.
Lead Customer Service Agent
LHG HOLDINGS INC.
03.2016 - 09.2022
- Scheduled inbound customer calls for repairs and installations. Dispatch technicians to commercial and residential appointments.
- Maintained accurate data for month-end report processing via EXCEL
- Assisted customers with inquiries and product-specific knowledge.
- Resolved product and service concerns with clarification and determination for the best resolution and customer satisfaction.
Customer Service Specialist II
BRENNANS OFFICE INTERIOR INC.
08.2013 - 01.2016
- Processed order entry for commercial products and materials with multiple vendors.
- Inbound calls for order processing, inventory, payments, and scheduling requests.
- Prioritized the email inbox from customers and vendors, with follow-up procedures.
- Resolved customer inquiries in consistent quality service with meeting benchmark performance
CSR/Accounts Payable
SUNBRIDGE REHAB HEALTHCARE
06.2009 - 08.2013
- Met and exceeded productivity targets by handling every interaction with top-notch customer service. Managed multiple tasks
- Adhered to the company's established protocols for handling confidential data.
- Scheduled appointments and managed patient flow within the facility efficiently.
- Maintained accurate patient records using electronic health record systems.
Nationals Account Lead Specialist
F. SCHUMACHER & COMPANY
04.2000 - 06.2009
- Provided assistance to customers regarding orders, product knowledge, pricing, and availability.
- Maintained accurate transaction records and client interactions using CRM systems.
- Collaborated with team members to streamline operations and enhance service delivery.
- Delivered exceptional service through inbound and outbound calls, achieving adherence targets.
Skills
- SAP and JD Edwards
- SharePoint and Google Docs
- Service Titan and Zendesk
- Call center operations
- Order processing
- Technical dispatching
- Conflict resolution
- Data accuracy
- De-escalation techniques
- Time management
- Case management
- Documentation and reporting
- CRM software proficiency
- Account management
- Live chat support
- Claim processing
Accomplishments
- Top Adherence Performer & Leadership for 6 consecutive months.
- Mentorship: Providing successful guidance for new hires, improving first call resolution, and de-escalation techniques with proven results of 60% or more with soft skills and call monitoring.
EDUCATION
North East High School, North East, Maryland ~ High School Diploma
Cecil Community College, North East, Maryland ~ Certified Courses Complete
* Introduction to Microsoft Basic Computer Applications
* Introduction to Basic Fundamentals of Advertising
Timeline
Customer Service Representative
AAA/CSAA INSURANCE
10.2022 - 01.2025
Lead Customer Service Agent
LHG HOLDINGS INC.
03.2016 - 09.2022
Customer Service Specialist II
BRENNANS OFFICE INTERIOR INC.
08.2013 - 01.2016
CSR/Accounts Payable
SUNBRIDGE REHAB HEALTHCARE
06.2009 - 08.2013
Nationals Account Lead Specialist
F. SCHUMACHER & COMPANY
04.2000 - 06.2009