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Skills

  • Medical terminology knowledge
  • Stock management
  • Data accuracy and entry validation
  • Warehousing functions
  • Customer Relationship Management (CRM)
  • Report preparation
  • Staff education and training
  • Custom solutions for insurance clients
  • Claims reporting and resolution
  • Conflict resolution and negotiation

Work Experiences

  • Followed all customer call guidelines, such as service levels, handling time, and productivity.
  • Backorder availability, future inventory, and special orders were all discussed with vendors.
  • Was quick to respond to potential customers' questions and requests.
  • Through the use of effective marketing strategies, I was able to exceed my sales targets.
  • Created and maintained a detailed database to develop promotional sales.
  • Provided ongoing guest service, which included Microsoft Excel recommendations.
  • Averaged 3 calls, emails, and faxes per day, answering customer questions, solving problems, and providing product information.
  • Established long-term, loyal customer relationships by providing excellent service and detailed order, account, and service information.
  • Communicated with customers, management, and the sales team to better understand their needs and make recommendations.
  • Analyzed customer data to identify problems, develop potential solutions, and ensure high-quality service.

Summaries

  • Worker with a strong understanding of category organization and method product issues.
  • With extensive experience in the framework industry, I am a knowledgeable and dedicated customer service professional.
  • Commercial Lines Customer Service Agent with 6 years of successful workflow optimization and client relations experience.
  • Dedicated to learning, growing, and succeeding in Customer Service.
  • Facilitate positive experiences by providing excellent customer service and quickly resolving complaints and issues.
  • Dedicated to achieving established targets and team goals and has a track record of success.
  • Great phone skills and initiative talents have a proven track record of increasing productivity and customer satisfaction.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the category business.
  • Customer Service Representative with 17 years of retail experience in fast-paced, team-oriented environments.
  • ServiceNow and method techniques have been taught to me.

Accomplishments

  • Supported the sales team in reaching a 65% increase in renewals by conducting proactive client follow-ups and needs assessments.
  • Reduced policy disputes by 33% through meticulous review of policy documentation before issuance, ensuring accuracy and compliance with industry standards.
  • Improved upsell/cross-sell opportunities by 50%, achieving high revenue growth through tailored insurance product offerings to existing policyholders.
  • Coordinated with internal teams to address and resolve 4 high-priority client inquiries related to policy changes, enhancing customer retention rates by 56%.
  • Participated in the design and rollout of a new CRM system, enhancing team data entry efficiency by 24% and improving client management.
  • Handled and processed 12 insurance claims per day, ensuring timely resolution and improving overall customer satisfaction by 26%.
  • Exceeded monthly sales targets by 82% by proactively conducting client needs assessments and presenting customized commercial insurance solutions.
  • Effectively utilized insurance software Asana to manage 10 commercial policies, ensuring that policy documentation was accurate and up-to-date.
  • Played an integral role in policy issuance and amendment for commercial lines clients, ensuring compliance and reducing errors by 25%.
  • Collaborated with the claims department on 14 complex claims cases, delivering timely resolutions and reducing escalations by 82%.

Affiliations

  • Client Relationship Management Professionals Network
  • International Council of Nurses
  • Rotary International
  • Commercial Insurance Experts Association
  • Project Management Institute
  • National Association of Social Workers
  • Association for Computing Machinery
  • Licensed Insurance Representatives Association
  • Insurance Institute of America (IIA)
  • Professional Insurance Agents (PIA) Association

Certifications

  • Customer Relationship Management (CRM) Software Certification - Power BI
  • Certified Insurance Counselor (CIC) – Commercial & Property
  • Risk Management for Small Businesses Certification
  • Certified Public Accountant
  • Customer Service Excellence in Insurance Programs
  • Google Certified Professional Cloud Architect
  • Ethics & Compliance in Commercial Insurance Certification
  • Certified Insurance Service Representative (CISR) - 2022
  • Fundamentals of Insurance Billing & Collections
  • Advanced Customer Communication Techniques for Insurance

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