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Click here or scroll down to respond to this candidateCandidate's Name
Lakeland, Florida Street Address PHONE NUMBER AVAILABLE EMAIL AVAILABLEProfessional SummaryDedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.AccomplishmentsI have finished a course in AIC ( Associates In Customer Service). I have my P and C license ( personal and Casualty insurance) for servicing and selling Auto, Home, mono line insurance. To keep my license I complete a Continuing Education course every 2yrs. SkillsSome MS Office Suite & Internet ExplorerLiberty Mutual Internal ApplicationsPaperwork ProcessingData CollectionProduct KnowledgeComplaint resolutionData EntryConsultative SalesInformation SecurityComputer ProficiencyCustomer EducationAdministrative SupportProblem ResolutionProduct SalesProduct and service solutionsLead GenerationOffice equipment proficiencyPrioritizationFilingBuilding rapportCall Center OperationsService standard complianceService UpsellingCall center experienceActive ListeningFollow-up skillsDocumentationMicrosoft OutlookComplaint HandlingPayment ProcessingEscalation managementDe-Escalation TechniquesResearchWork HistoryCustomer Service Representative - CRC, 11/2015 to 10/2021 Liberty MutualProvides exceptional customer service by responding promptly to all inbound customer calls regarding Personal Insurance policiesBuilds rapport with each customerListens to customers' requests and inquiriesWorks to retain policyholders who inquire about canceling through open listening, negotiating, and policy review of customer issuesDemonstrates advanced understanding of all lines of Personal Insurance products with the ability to interpret and communicate complex contracts to customers Ability to identify, understand and interpret customer needs to implement resolutions and make recommendations for coverage enhancements or additional lines Exercise's initiative and independent judgment while researching and solving complex customer complaints and issuesProcesses policyholder transactions accurately and within Customer Response Center established time standardsUnderstands aspects of billing systems as it pertains to policy coverage Identifies and communicates transactions and impact to policy premium Evaluates and makes decisions regarding exceptions to payment plan and fees Makes alternate payment arrangements with customers and interacts with billing system to reflect arrangementsPlace's policy in follow-up and ensures adherence to arrangements specified Manages and utilizes time effectively to ensure department meets required service levels for improved customer satisfaction resultsProficiently utilizes on-line reference materials to provide confident, accurate, and efficient Develops and maintains product, procedural and technical systems knowledge Completed licensing and continuing education requirements Uses expertise to actively participate in and lead LMS initiatives Consistently looks for opportunities to improve processes through root cause problem solving Provides leadership, coaching and technical/procedural knowledge to all service representatives within the site as neededParticipate in training of service representatives through job shadowing, work review, and coaching and feedbackUtilizes technical systems, effectively and efficiently, including desktop, call center specific phone systems and the internetEnthusiastically supports and pilots new initiatives within the department Acts as a leader within the department for supporting change and office or department programs and contestsPerforms additional duties as assigned.Customer Service Specialist, 08/1998 to 11/2015Liberty Mutual InsuranceProvide exceptional customer service by responding to all inbound customer calls and written correspondencesHandle walk-in customersBuild rapport with each customerActively listen to customers' requests and inquires Take ownership of every call received process to completion Proactively identify and communicate policy transactions and impact to customer billing Evaluate and make decisions regarding exceptions to payment plan and fees Make alternate payment arrangementsManage and utilize time effectives to ensure department meets requires service levels for improved customer satisfaction resultsEfficient in utilizing computer system and resolving customer request in a timely fashion Ability to work in varying work environments serving various roles Develops quotes and submits applications based on acquired risk information and customer requirementsSecure expiration dates for additional lines of insurance Quote, write and bind all Property & Casualty lines of insurance. Education06/1981Carmel High School - Carmel, NyCertificationsFl ResidenceAll other statesAwardsShining StarService Rep of the MonthBranch Service Excellence Bravo Award ComputerReferencesFurnished Upon RequestTrainingAIC PCU Service Training |
