Hi, I’m
Alicia Love
Katy,TX
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
10
years of professional experience
Work History
Farmers Insurance Company
Customer Service Advocate II
2024.01 - Current (8 months)
Job overview
- Enhance agent satisfaction by maintaining high satisfaction scores and resolving inquiries efficiently
- Communicate issues with relevant personnel using Teams and internal resources for swift resolution
- Guide agents through system processes via SRM and Guidewire Policycenter for seamless operations to help retain book of business
- Review and approve underwriting documents for auto and home policies to ensure compliance
- Plan ahead to avoid unplanned shrink and maintain high adherence percentages
- Implement new approaches to streamline inquiry responses, reducing resolution time and enhancing overall customer experience
- Managed approximately 30-40 incoming calls, emails and chats per day from internal sales agents
- Follow state to state guidelines to ensure policies are enrolled in good faith.
Riverway Business Services
Customer Retention Specialist
2022.07 - 2023.12 (1 year & 5 months)
Job overview
- Retained complex customers with high switch-away rate
- Maintained customer satisfaction through accountability, and developed strategy boosting product sales
- Achieved 95% adherence rate during high call volumes, demonstrating commitment to learn performance and customer service excellence
- Analyzed customer data to identify trends, leading to targeted retention initiatives and measurable improvements in customer loyalty metrics
- Negotiated and offered solutions for repayment that best suited the consumer and the business
- Upsell additional products such as extended warranties to protect the customer in the cases of power outages.
FMA Alliance, Ltd
Customer Service Representative
2019.08 - 2022.07 (2 years & 11 months)
Job overview
- Ensured daily and monthly service levels, achieving 90% customer satisfaction and 35% outbound call boost
- Guided borrowers through accurate enrollment, optimizing Salesforce for precise and accounts servicing needs
- Partnered with cross-functional teams to exceed service level targets
- Fostered seamless communication, significantly improving outbound call completion rate
- Balanced scripted conversation with natural rapport, and provided accurate and detailed documentation of account to ensure proper follow-up
- Contacted borrowers via outbound calls to inform them of their account status and offer payment options if necessary
- Collected payments to satisfy account balances or bring accounts to a current status.
CarMax Auto Superstores
Business Office Associate
2014.04 - 2019.08 (5 years & 4 months)
Job overview
- Reviewed and processed vehicle purchase/sell documents, ensuring compliance and accuracy
- Handled cash transactions and bank deposits, maintained financial efficiency
- Trained new hires and provided peer to peer feedback, improving team performance
- Streamlined DMV registration process for multi-state transactions, enhancing efficiently and reducing processing time for vehicle purchases and sales
- Analyzed customer feedback to implement strategic improvements, directly contributing to enhanced customer satisfaction and loyalty
- Led office operations during openings and closings, demonstrating leadership skills and ensuring smooth transitions between shifts
- Cross sold extended warranty products to assist the Sales Team in meeting their goal
- Ensured that titling for cars sold and bought were processed correctly to ensure a smooth car buying experience.
Education
Middle Tennessee State University , Murfreesboro, TN
Bachelor of Science
12.2014
Skills
- Underwriting
- Account Management
- Customer Retention
- Attention to Detail
- Call center experience
- Data Entry
- Problem-solving abilities
- Administrative Support
- Complaint Handling
- Data Collection
- Complaint resolution
- Technical Support
Timeline
Customer Service Advocate II
Farmers Insurance Company
2024.01 - Current (8 months)
Customer Retention Specialist
Riverway Business Services
2022.07 - 2023.12 (1 year & 5 months)
Customer Service Representative
FMA Alliance, Ltd
2019.08 - 2022.07 (2 years & 11 months)
Business Office Associate
CarMax Auto Superstores
2014.04 - 2019.08 (5 years & 4 months)
Middle Tennessee State University
Bachelor of Science
Similar Profiles
Monika SwiecinskaMonika Swiecinska
Associate Trial Attorney at Farmers Insurance CompanyAssociate Trial Attorney at Farmers Insurance Company
Chris GilliamChris Gilliam
Agency Owner at Farmers Insurance CompanyAgency Owner at Farmers Insurance Company
Brittany WarnerBrittany Warner
Resolution Team Lead Analyst at Farmers Insurance CompanyResolution Team Lead Analyst at Farmers Insurance Company