Amanda Florio
Summary
Highly motivated and results-driven professional with extensive experience in insurance customer service. Seeking a challenging position as a Lead Insurance Customer Service Representative to leverage my exceptional communication skills, leadership abilities, and industry knowledge to provide excellent customer service and drive team success.
Driven customer service supervisor offers several years of expertise in sales management and office administration. Polished in strategic planning and employee relations. Adaptable and versatile professional equipped with sound judgment and performance-based management approach.
Overview
16
16
years of professional experience
2009
2009
years of post-secondary education
Work History
Customer Service Manager
Allstate
2020.07 - 2025.12
- Managed a coached a team of 3 and assisted with 5 LSPs.
- Oversaw daily operations such as quotes, team scheduling, performance reviews and one on ones.
- Daily reports such as new business, Quotes, Terminations, and Renewals.
- Resolved customer complaints involving policies, billing and claims.
- Trained new hires on customer service standards.
- Sold property and casualty insurance.
Childcare Assistant Director
Orsers Acres Of Fun
2016.06 - 2020.07
- Communicated effectively with parents regarding children's progress and needs.
- Collaborated with staff to develop age-appropriate educational activities.
- Monitored children's health and well-being during daily routines.
- Assisted in planning, organizing and implementing age appropriate activities to encourage learning.
- Developed positive relationships with parents and guardians to ensure their child's needs were met.
- Maintained accurate records of daily attendance and other related information.
- Engaged children in meaningful conversations regarding their day-to-day experiences.
- Collaborated with colleagues to provide a high standard of care for each child.
- Ensured compliance with relevant legislation, standards and regulations.
- Managed inventory of supplies, requesting restocks as necessary to maintain resources.
Customer Service Representative Team Lead
Farmers
2015.07 - 2016.06
- Managed a team of customer service representatives, providing guidance and support to ensure superior service delivery.
- Trained and onboarded new team members, fostering a cohesive and knowledgeable customer service team.
- Resolved complex customer inquiries and complaints, demonstrating strong problem-solving skills and empathy.
- Monitored team performance, tracked key metrics, and implemented strategies to improve customer satisfaction and team efficiency.
- Collaborated with cross-functional departments, such as underwriting and claims, to address customer concerns and ensure seamless operations.
- Developed and implemented standard operating procedures (SOPs) to streamline processes and enhance service quality.
- Conducted regular performance evaluations, provided feedback, and implemented training programs to enhance team members' skills.
Insurance Sales agent
Safeco Insurance
2013.01 - 2015.07
- Assisted customers in selecting appropriate insurance coverage based on their needs and provided guidance on policy options.
- Handled a high volume of customer inquiries via phone, email, and live chat, ensuring prompt and accurate responses.
- Investigated and resolved complex customer issues, escalating cases as necessary to ensure satisfactory resolution.
- Maintained detailed customer records and updated policies as required, adhering to strict confidentiality guidelines.
- Collaborated with underwriters and claims departments to facilitate policy changes, coverage modifications, and claims processing.
- Consistently met or exceeded performance targets, including customer satisfaction ratings and service.
Barista Manager
Café Europia
2009.10 - 2013.01
- Prepared weekly work schedules for staff and found suitable replacements in case of staff absence.
- Maintained updated records of daily, weekly and monthly revenues and expenses.
- Advised staff on the best ways to resolve issues with customers.
- Conducted weekly meetings with staff members to discuss goals or opportunities for improvement.
- Recruited, trained, evaluated, coached and supervised barista staff members in order to achieve desired results.
- Deposited weekly cash deposits.
Education
Central Kisap High School
Silverdale, WAEsthetician - Esthetician
Gary Manuel Aveda
Seattle, WASkills
- Interpersonal skills
- Communication skills
- Leadership abilities
- Customer service management
- Knowledge of insurance products
- Knowledge of insurance policies
- Knowledge of insurance procedures
- Proficient in CRM software
- Proficient in insurance management systems
- Problem-solving abilities
- Decision-making abilities
- Ability to work under pressure
- Ability to meet tight deadlines
- Attention to detail
- Organizational skills
- Customer relationship management
- Performance evaluation
- Policy administration
- Complaint resolution
- Team leadership
- Cross-functional collaboration
- Conflict management
- New hire training
References
Available upon request.
Timeline
Customer Service Manager
Allstate
2020.07 - 2025.12
Childcare Assistant Director
Orsers Acres Of Fun
2016.06 - 2020.07
Customer Service Representative Team Lead
Farmers
2015.07 - 2016.06
Insurance Sales agent
Safeco Insurance
2013.01 - 2015.07
Barista Manager
Café Europia
2009.10 - 2013.01
Central Kisap High School
Esthetician - Esthetician
Gary Manuel Aveda