Justin King Email & Phone Number

New Port Richey, FL, US

Remote

• Service Long Term Care insurance and Rate Action customer inquiries via incoming phone calls with a volume of 50-60 callsper day maintaining a 98% first call resolution
• Demonstrate excellent call quality and call flow in a call center setting while maintaining professionalism, tone and reducingdead air with post-processing times as low as 5 seconds with a call quality score of 97%
• Deliver efficient customer service in a timely manner by completing all incoming service requests within 5 minutes or less
• Update and ensure integrity of customer accounts including the history of the account, maintaining personal identifiableinformation to keep accounts secure, and collect information per account
• Averaged 3+ positive feedback ratings from customers weekly, highlighting exemplary customer service and timeliness

Tampa, Florida, United States

• Provided support to a team of 10+ representatives as a Subject Matter Expert for properly verifying identity virtually
• Answered questions live for representatives, provide in person assistance for difficult sessions and chat support via Slack
• Analyzed potential fraudulent government-issued documents to determine the integrity of personal identity
• Audited 3 video calls and 5 document reviews per week each representative to ensure standards are met and providecoaching as needed
• Assisted with calls that have been escalated to supervisor level due to a caller being difficult or posing possible fraud risk
• Trained 12+ supervisors on how to appropriately de-escalate difficult customer scenarios and ensure understanding ofstandard operating procedures

• Served 100+ customers per day in supermarket deli by creating sandwiches, slicing deli meats, and fry cook orders at anaccelerated pace of 3 minutes per customer
• Developed strong rapport with customers, providing tailored consultations regarding product and service offering
• Maintained high quality food standards that helped raise the store to top four tier of sales performers in the district
• Operated handheld scanners, tablets, and laptops to track and order products needed to maintain business weekly
• Managed inventory and ordering for each store location via custom ordering systems and coordinating directly withmultiple vendors