ALICIA CHAPMAN
Sparta
Summary
Adept at maintaining high-quality customer service and data entry accuracy, I excelled at Progressive by negotiating favorable terms and facilitating cross-department collaborations. My tenure at Wal-Mart honed my exceptional verbal and written communication skills, contributing to significant client satisfaction improvements. Proficient in Microsoft Office and NextGen, I thrive in high-volume call environments, consistently meeting performance goals.
Overview
21
21
years of professional experience
1
1
Certification
Work History
MULTI PRODUCT INSURANCE CONSULTANT
Progressive
02.2023 - Current
- Negotiated favorable terms with new business prospects while maintaining existing relationships with current clients
- Provided exceptional customer service during the claims process by guiding clients through each step and advocating on their behalf when needed.
- Attended training sessions on new products offered by the company in order to stay up-to-date on changes or updates
- Collaborated closely with other departments within the organization such as underwriting or legal teams when needed
- Processed policy applications and renewals in a timely manner.
- Scheduled appointments for client consultations and follow-ups.
- Evaluated client needs to recommend suitable insurance products.
- Established lasting relationships with key industry partners, including brokers, carriers, and service providers to better serve client needs.
- Conducted thorough policy reviews for existing clients, identifying gaps in coverage and recommending appropriate solutions.
CUSTOMER SERVICE REPRESENTATIVE
M.A.C. Hauling
07.2015 - 02.2023
- Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with customers
- Maintained knowledge of company products to provide helpful suggestions and recommendations to customers
- Responded to telephone inquiries and complaints following standard operating procedures
- Processed orders, returns, and exchanges in an accurate and efficient manner
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
CALL CENTER REPRESENTATIVE
One Health Labs
03.2020 - 07.2022
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure and empathy
- Met performance goals and call center metrics in fast-paced performance setting
HUMAN RESOURCES COORDINATOR
Wal-Mart Supercenter
09.2003 - 03.2016
- Assisted in the recruitment process, including job postings, screening of resumes, scheduling interviews, conducting reference checks and making offers
- Conducted new hire orientations to ensure employees understand company policies and procedures
- Process payroll data and checked for accuracy in attendance and timesheets
- Answered questions from employees regarding benefits packages or other workplace issues
- Reviewed human resources paperwork for accuracy and completeness.
- Reviewed and updated employee handbooks for clarity and legal adherence.
- Maintained human resources information system and kept employee files up to date and accurate.
ADMINISTRATIVE ASSISTANT
Urgent Medical Equipment
07.2011 - 07.2015
- Answered phone calls, directed inquiries to appropriate personnel, responded to customer requests in a timely manner
- Provided administrative support to management staff, including scheduling meetings and appointments, preparing agendas, taking minutes, and maintaining records
- Assisted in the preparation of presentations using Microsoft Office Suite applications such as Word, Excel, PowerPoint
- Served as primary point of contact for facilitating operational and administrative inquiries
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
Education
MASTER OF ARTS - EARLY CHILDHOOD EDUCATION
Ashford University
07-2015
Bachelor of Science - HEALTHCARE ADMINISTRATION
Ashford University
05-2013
Skills
- Remote Office Availability
- Data Entry Accuracy
- Customer Service Excellence
- Excellent Verbal and Written Communication
- Proficient in Microsoft Office
- Inbound and Outbound Calls
- Compliance
- Technical Support
- Process Payroll Data
- Maintain Payroll Records for accuracy
- Insurance Verifications
- Claims Support
- Recruitment
- Epic System
- NextGen
- High Call Volume
- E-commerce
- Telephone Etiquette
- Stress Management
- Script Adherence
- Attention to Detail
- Networking and relationship building
Certification
- Certified Phlebotomy Technician - Nurse Source
- Certified Paramed Examiner - Nurse Source Care Management
Timeline
MULTI PRODUCT INSURANCE CONSULTANT
Progressive
02.2023 - Current
CALL CENTER REPRESENTATIVE
One Health Labs
03.2020 - 07.2022
CUSTOMER SERVICE REPRESENTATIVE
M.A.C. Hauling
07.2015 - 02.2023
ADMINISTRATIVE ASSISTANT
Urgent Medical Equipment
07.2011 - 07.2015
HUMAN RESOURCES COORDINATOR
Wal-Mart Supercenter
09.2003 - 03.2016
MASTER OF ARTS - EARLY CHILDHOOD EDUCATION
Ashford University
Bachelor of Science - HEALTHCARE ADMINISTRATION
Ashford University