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Skills

  • Miscellaneous regulations knowledge
  • Customer service
  • Customer retention strategies
  • Quality control
  • Stockroom procedures
  • Business development understanding
  • In-store support
  • Store maintenance
  • Route management
  • Credit card payment processing

Work Experiences

  • Kept meticulous records of all customer accounts, including actions taken, issues resolved, and category data.
  • Answered 4 daily phone calls in order to efficiently resolve program customer issues.
  • Provided quick, friendly, and knowledgeable service for routine questions and service complaints.
  • Improved operational efficiencies by developing organizational filing systems for confidential customer records and reports.
  • Provided translation services for a 2-person team to meet the needs of French-speaking customers.
  • Conducted customer interviews for category issues and provided feedback to the management team.
  • Explained billing procedures to customers, processed payments, and assisted with payment option setup.
  • Prevented key account losses by investigating discrepancies and taking corrective action.
  • Was in charge of processing customer account changes.
  • Completed a variety of tasks to meet the needs of customers, such as processing and issuing money orders, managing returns and exchanges, and logging daily shipments on a daily basis.

Summaries

  • Motivated to keep customers happy and contribute to the company's success.
  • Effective Insurance Customer Service Specialist with 11 years of experience assisting customers and offering targeted solutions through active listening and customer needs assessment.
  • Client service professional with 17 years of experience interacting with clients.
  • Excel in Tableau offerings, Asana use, and risk assessment.
  • When dealing with a variety of customer needs in high-volume call center environments, always friendly and professional.
  • Tableau expert who excels at meeting and exceeding sales targets.
  • In a frantic call center environment, well-trained and composed.
  • Insurance Customer Service Specialist is an energetic and dependable Insurance Customer Service Specialist who has been well-trained and excels in high-end merchandise environments.
  • Detail-oriented, quick to respond, and adaptable to changing circumstances.
  • To retain clients, I am well-versed in providing helpful answers and relevant information.

Accomplishments

  • Drove customer loyalty by resolving 38% of escalations internally without requiring third-party assistance, saving the company $23,000 annually.
  • Assisted in achieving team sales targets, outperforming projections by 74% through focused policy renewal campaigns.
  • Led initiatives to reduce error rates in claims processing by 81% through regular team training and process audits.
  • Consistently exceeded service-level agreement (SLA) benchmarks by resolving 13% of customer issues within 18 months, well within the required response times.
  • Helped reduce reporting discrepancies by 41% through accurate and detail-oriented management of billing and claims data.
  • Routinely exceeded monthly customer service goals by 70% via effective issue resolution and proactive follow-ups.
  • Reinforced customer trust by consistently maintaining compliance with insurance regulations and reducing compliance violations by 16%.
  • Resolved an average of 7 customer inquiries daily with a 99% accuracy rate, enhancing overall customer satisfaction.
  • Orchestrated team-wide initiatives that reduced average response time by 19%, driving an increase in positive customer feedback.
  • Enhanced customer experience by improving contact center responsiveness, increasing first-response time compliance to 83% SLA standard.

Affiliations

  • Certified Insurance Service Specialist (CISS) from Summit Group 2018
  • Member, Chartered Insurance Operations Professional (CIOP) Forum process
  • Certified in Insurance CRM System Implementation and Optimization 2018
  • Volunteer, Insurance Industry Youth Mentorship Program initiative
  • Volunteer, Annual Insurance Technology Forum 2024
  • Active Participant, First-Call Resolution Strategies Workshop by Vantage 2019
  • Certified Insurance Service Representative (CISR) Holder 2022
  • Certification in Insurance Data Handling from Harbor & Co. 2022
  • Recipient, Top Performer Award in Insurance Customer Service Management from Cedar Works 2021
  • Completed Insurance Agent Training through Northwind 2020

Certifications

  • Professional in Customer Support Service (PCSS) - Ironclad Systems - 2023
  • CompTIA Security+
  • Licensed Property and Casualty Adjuster - Massachusetts - 2015
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Casualty Adjuster Certification (CAC) - Meridian - 2021
  • Certified Risk Manager (CRM) - The National Alliance
  • Certified Hospitality Insurance Professional (CHIP) - Summit Group - 2022
  • Certified Professional in Customer Service (CPCS) - Cedar Works, 2021
  • Google Certified Professional Cloud Architect
  • Certified Insurance Operations Professional (CIOP) - Lakeside Partners - 2020

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