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Skills

  • POS systems expert
  • Multi-line phone talent
  • Complaint resolution
  • Claims dispute management
  • Service standard compliance
  • Credit card processing
  • Data entry
  • Customer Service Metrics Tracking
  • International sales support
  • Call center process improvement

Work Experiences

  • Educated employees on company procedures and services.
  • Assisted and cross-trained other customer service managers.
  • Backorder availability, future inventory, and special orders were all discussed with vendors.
  • Contributed to $10 in annual store sales per one year.
  • Kept up to date on product and service changes.
  • Created and maintained a detailed database to develop promotional sales.
  • Collaborated with vendors to plan more than 12 daily pickups and weekly deliveries.
  • Through the use of effective marketing strategies, I was able to exceed my sales targets.
  • Built strong, compassionate client relationships and earned a reputation for exceeding service standards.
  • Kept the procedure and program areas clean, tidy, and professional in appearance to maximize worker efficiency and promote customer engagement.

Summaries

  • Committed to providing world-class customer service while remaining professional.
  • Dedicated to achieving established targets and team goals and has a track record of success.
  • Effective at managing phone calls, emails, letters, and in-person requests for assistance while adhering to framework regulations and method department guidelines.
  • With extensive experience in the initiative industry, I am a knowledgeable and dedicated customer service professional.
  • Offering 16 years of related experience, as well as a strong desire to improve service delivery, expand knowledge, and exceed expectations.
  • Empathy, dependability, and enthusiasm for customer satisfaction.
  • Dedicated to meeting and exceeding system objectives through effective communication and program abilities.
  • Strengths in data analysis and strategic planning backed up by Miscellaneous training.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the system business.
  • Customer Service Representative with exceptional oral and written communication, active listening, and problem-solving abilities.

Accomplishments

  • Utilized data analysis tools to identify policy coverage gaps, implementing measures that improved customer retention by 70%.
  • Collaborated with team of 10 in the development of procedure.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Took ownership of project involving integration of Adobe Creative Suite into daily workflows, successfully reducing operational costs by $8 annually.
  • Resolved product issue through consumer testing.
  • Analyzed and resolved 3 policyholder inquiries weekly, enhancing policyholder satisfaction metrics by 32% through direct resolution strategies.
  • Spearheaded the transition to QuickBooks for policy management, delivering a 75% increase in team productivity.
  • Facilitated a comprehensive audit of policy documents, correcting 6 discrepancies and ensuring full regulatory compliance.
  • Contributed to a 15% improvement in customer satisfaction by resolving 2 service issues efficiently and proactively.
  • Collaborated with product management to realign billing practices that increased policyholder retention rates by 33%.

Affiliations

  • Certified Insurance Service Representatives (CISR)
  • Insurance Loss Control Association (ILCA)
  • Association for Supply Chain Management (APICS)
  • Society of Human Resource Management
  • Association for Computing Machinery
  • Association of Professional Insurance Women (APIW)
  • International Claim Association (ICA)
  • American Association of Insurance Management Consultants (AAIMCo)
  • National Institute for Service Excellence (NISE)
  • International Council of Nurses

Certifications

  • Certified Insurance Service Representative (CISR) – Meridian
  • Insurance Ethics Certification - Harbor & Co.
  • Certified in Customer Experience (CCXP)
  • Fundamentals of Claims (AIC) - Ironclad Systems
  • Introduction to Insurance: Key Skills Badge - Northwind
  • Claims Adjuster License - metric
  • Certified Policy Administrative Specialist (CPAS)
  • Google Certified Professional Cloud Architect
  • Microsoft Certified Systems Engineer (MCSE)
  • Associate in General Insurance (AINS)

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