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Skills

  • Complex issue resolution
  • Quality assurance controls
  • Data evaluation
  • Accuracy in data entry (99%+ accuracy rate)
  • Adaptability to new insurance products and trends
  • Conflict mediation
  • Product organization
  • Cross-functional team collaboration
  • Inbound and outbound calling
  • Direct sales

Work Experiences

  • Shared detailed information about Tableau options to assist customers in making decisions.
  • Consistently outperformed my daily credit card application goals.
  • Explained billing procedures to customers, processed payments, and assisted with payment option setup.
  • Gathered, tracked, and analyzed customer requirements in order to meet delivery deadlines and order fill rates.
  • Expressed gratitude for the business and invited and encouraged customers to return.
  • Helped customers with their questions and concerns, which resulted in a 3% reduction in complaint calls.
  • Cultivated meaningful relationships with customers and drove business development by delivering product knowledge.
  • Followed up on shipping statuses and expedited orders with customers and retail buyers.
  • Provided Power BI consultations to customers, addressing system concerns.
  • Handled the needs of up to 16 customers per shift, including collecting payments, tracking rewards, and dealing with customer service issues.

Summaries

  • Insurance Customer Service Specialist who is technologically savvy and has demonstrated customer service, time management, and multitasking abilities.
  • Well-versed in the products, services, and consumer trends of the Miscellaneous.
  • Working effectively and productively with a variety of customers and individual needs as a strong presenter, communicator, and problem solver.
  • Work quickly to understand, document, and resolve customer issues, ensuring customer satisfaction while meeting stringent business goals.
  • Bilingual Customer Service Representative with a track record of resolving complaints and issues quickly and effectively.
  • Connecting with business customers to meet account needs, drive growth, and increase retention is a strength.
  • 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.
  • To meet service quotas, maintain a smooth workflow and maximize team strengths.
  • Insurance Customer Service Specialist with a 6-year track record in customer service and a strong aptitude for working in remote environments with little supervision.
  • Well-versed in Asana solutions and a strong communicator.

Accomplishments

  • Increased annual cross-sell revenue by $29,000 by positioning additional coverage options during service interactions.
  • Orchestrated team-wide initiatives that reduced average response time by 19%, driving an increase in positive customer feedback.
  • Reduced policyholder complaints by 22% through implementation of proactive communication and efficient claims handling processes.
  • Led initiatives to reduce error rates in claims processing by 81% through regular team training and process audits.
  • Minimized customer churn by 49% through the incorporation of personalized retention strategies for high-risk users.
  • Trained 2 new hires on claims best practices, reducing their onboarding time and improving first-contact resolution within two years.
  • Successfully executed cross-selling initiatives that increased bundled insurance product sales by 80% over three years.
  • Developed and implemented standard operating procedures (SOPs) that improved the accuracy of data entry to a consistent 99%+.
  • Reduced processing time for new claims by 48% through the implementation of automation tools and team workflow enhancements.
  • Achieved a customer retention rate above 36% by effectively explaining policy coverage and addressing policyholder queries early in the customer lifecycle.

Affiliations

  • Participant in Customer Retention Strategies for Insurance Providers Masterclass by Northwind 2016
  • Certification in Insurance Data Handling from Harbor & Co. 2022
  • Active Participant, First-Call Resolution Strategies Workshop by Vantage 2019
  • Volunteer, Customer Service Excellence Committee, Insurance Industry system
  • Volunteer, Annual Insurance Technology Forum 2024
  • Co-author, Internal Insurance Customer Service Best Practices Manual at Lakeside Partners 2024
  • Participant, Annual Call Center & Customer Service Conference for Insurance 2022
  • Member, The American Institute for Chartered Property Casualty Underwriters (AICPCU) program
  • Certified in Insurance Risk and Compliance Customer Engagement Techniques 2023
  • Completed Insurance Agent Training through Northwind 2020

Certifications

  • Certified Risk Manager (CRM) - The National Alliance
  • Certified Customer Experience Professional (CCXP) - Northwind
  • Certified Hospitality Insurance Professional (CHIP) - Summit Group - 2022
  • Microsoft Office Specialist (MOS)
  • Certified Business Analysis Professional (CBAP)
  • CompTIA Security+
  • Certified Professional Service Manager (CPSM) - Brightline - 2023
  • Associate in Reinsurance (ARe) - initiative
  • SHRM Certified Professional (SHRM-CP)
  • Professional in Customer Support Service (PCSS) - Ironclad Systems - 2023

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