Alexis Mitchell
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the Insurance industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
18
18
years of professional experience
Work History
Member Care Representative IV
Nationwide Insurance Private Client
01.2014 - Current
- Answers complex inbound phone calls from internal and external customers and partners who are inquiring about Nationwide Private Client insurance products, processes, and portal navigation help
- Completes and processes all necessary forms
- Processes inbound emails for department and website ID Card requests
- Subject expert and mentor within peer group, new hire associate trainer and team help desk representative.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Handled complaints with prompt, courteous service to uphold professional reputation.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Verified customer identification and documentation for compliant transactions.
- Maintained and managed customer files and databases.
- Learned internal systems and related service role duties to provide skilled team backup in handling customer demands.
- Maintained updated knowledge of internal processes and industry best practices to optimize service delivery.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
- Responded proactively and positively to rapid change.
- Sought ways to improve processes and services provided.
- Cross-trained and provided backup support for organizational leadership.
- Trained staff on operating procedures and company services.
Insurance Services Analyst
Nationwide Insurance
- Creates an exceptional customer service experience while contributing to individual and team goals
- Responsible for handling moderate to complex inbound calls regarding insurance policies from Policyholders, Agents, Third Parties, and Business Partners
- Completes and processes all necessary forms
- Subject expert and mentor within peer group.
- Handled customer inquiries and suggestions courteously and professionally.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Responded proactively and positively to rapid change.
- Trained new personnel regarding company operations, policies and services.
- Sought ways to improve processes and services provided.
- Cross-trained and provided backup support for organizational leadership.
Cashier Lead
Acadiana Café
09.2005 - 01.2014
- Assigned to assist in performing the accounting records of money circulation that occur every day and provide reports to superiors every day after shift
- Provide excellent customer service and create a positive dining experience to all.
- Performed store opening, closing, and shift-change actions and kept accurate shift-change logs.
- Assisted customers by answering questions and fulfilling requests.
- Educated employees on register use, merchandising, and customer service.
- Trained, mentored, and developed new cashiers with positive and encouraging techniques to maximize performance and team contributions.
- Led cashiers and associates in providing thoughtful customer service.
Education
High School Diploma -
John Jay High School
06.2006
Skills
- Information Security
- Paperwork Processing
- Complaint Resolution
- Upselling and Cross-Selling
- Product Knowledge
- Problem Resolution
- Team Development
- Customer Relations
- Active Listening
- Escalation Management
- Customer Satisfaction
- Written and Oral Communication
Timeline
Member Care Representative IV
Nationwide Insurance Private Client
01.2014 - Current
Cashier Lead
Acadiana Café
09.2005 - 01.2014
Insurance Services Analyst
Nationwide Insurance
High School Diploma -
John Jay High School
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