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Skills

  • Shipping procedures understanding
  • Route dispatch
  • Credit card processing
  • Customer Relationship Management (CRM)
  • Key holder experience
  • Commercial lines product expertise
  • Money handling abilities
  • Custom solutions for insurance clients
  • Staff education and training
  • Cyber liability insurance specialization

Work Experiences

  • Provided clients with basic technical support for a variety of category company products.
  • Double-checked order data on a two years basis to ensure that transactions and shipping dates were correct.
  • Kept track of cash drawers in multiple checkout stations and ensured that there was enough cash on hand.
  • Assisted and cross-trained other customer service managers.
  • Created and maintained a detailed database to develop promotional sales.
  • Continually improved my sales abilities and product knowledge in order to provide excellent service and meet quotas.
  • Improved efficiency and performance by tracking team member productivity and providing feedback.
  • Quickly investigated and resolved customer complaints and inquiries.
  • Was in charge of high-volume paperwork and worked with the process department to resolve billing and shipping issues.
  • Promoted a superior customer experience by responding to customer concerns, demonstrating empathy, and quickly resolving issues.

Summaries

  • To build loyalty, employs service-oriented behaviors, understands customer desires, and provides customized solutions.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • With extensive knowledge of vendor management and proven multitasking abilities, I am well-versed in project and time management.
  • Bring extensive high-call volume experience working with standard consumers spanning 17 years.
  • Expert at providing relevant information and options for resolving problems effectively.
  • Commercial Lines Customer Service Agent is a service-oriented Commercial Lines Customer Service Agent with unrivaled customer service, task prioritization, and time management skills.
  • Achieved success in providing unsurpassed customer service.
  • Commercial Lines Customer Service Agent with 2 years of experience in dealing with customer requests and concerns.
  • ServiceNow and method techniques have been taught to me.
  • Offering 4 years of related experience, as well as a strong desire to improve service delivery, expand knowledge, and exceed expectations.

Accomplishments

  • Achieved a 59% higher renewal rate for commercial insurance policies by actively managing the client's portfolios and renewal reminders.
  • Resolved product issue through consumer testing.
  • Supported the sales team in reaching a 65% increase in renewals by conducting proactive client follow-ups and needs assessments.
  • Managed high-volume inbound/outbound calls, averaging 3 calls per shift, reducing client wait times by 85% and enhancing customer satisfaction.
  • Optimized use of HubSpot for claims management, improving workflow efficiency and reducing data entry errors by 80%.
  • Documented and resolved initiative which led to method.
  • Collaborated with team of 4 in the development of category.
  • Coordinated claim escalations and resolved disputes swiftly, reducing claim processing delays by 6 days and increasing customer satisfaction.
  • Effectively utilized insurance software Asana to manage 10 commercial policies, ensuring that policy documentation was accurate and up-to-date.
  • Improved upsell/cross-sell opportunities by 50%, achieving high revenue growth through tailored insurance product offerings to existing policyholders.

Affiliations

  • Customer Service Institute of America (CSIA)
  • Licensed Insurance Representatives Association
  • Certified Insurance Service Representatives (CISR) Certification Program
  • American Marketing Association
  • The Council of Insurance Agents & Brokers (CIAB)
  • National Association of Insurance Women (NAIW)
  • Association of Accredited Insurance Professionals
  • National Association of Professional Surplus Line Offices (NAPSLO)
  • Commercial Lines Underwriting Association
  • International Association of Administrative Professionals

Certifications

  • Certified Insurance Account Executive Program (CIAE)
  • Associate in Leadership Development (ALD) – Insurance Focus
  • Certified Business Analysis Professional (CBAP)
  • Insurance Data Analytics Certification
  • Apple Certified Associate (ACA)
  • Customer Relationship Management (CRM) Software Certification - Power BI
  • Certificate in General Liability Insurance – Vantage
  • Commercial Property Insurance Certificate
  • Workers' Compensation Certification Specialist Designation
  • SHRM Certified Professional (SHRM-CP)

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