Amanda Marmon
Gardner,KS
Summary
Results-driven and dedicated resource service professional with over 7 years of experience. Known for exceptional interpersonal skills and effective communication with clients. A team player who demonstrates strong leadership, meticulous attention to detail, and efficient project coordination. Proficient in building solid relationships, meeting deadlines, and utilizing Microsoft applications.
Highly organized and detail-oriented professional with over a decade of experience in administrative support, customer service, and operations management. Proven ability to thrive under pressure, with exceptional skills in Microsoft Office, typing (75+ WPM), and using various office equipment. Strong communicator with a track record of training new hires and supporting team members in complex tasks.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Sr. Customer Care Representative
Farmers Insurance
06.2023 - Current
- Assisted internal and external customers with complex insurance issues, ensuring compliance with legal and regulatory requirements
- Delivered exceptional customer service across multiple communication channels, navigating various systems and platforms
- Accessed and communicated account information using advanced product knowledge and compliance guidelines to make suitable recommendations
- Documented customer interactions and outcomes thoroughly in multiple systems, escalating unresolved issues for further resolution
- Supported peer learning through on-the-job training and knowledge sharing, serving as a mentor and providing feedback for peer growth
- Championed change initiatives and encouraged team acceptance, contributing to department knowledge resources and staying informed about updates
- Identified trends or patterns in customer concerns, recognizing opportunities for process improvement and making recommendations to leadership
- Partnered with various departments including Policy Support, Claims, and Underwriting, as well as external vendors, to address customer inquiries and needs
- Adhered to assigned schedules and procedures for requesting time off, maintaining compliance with tightly regulated schedules.
Service Advocate II
Farmers Insurance
10.2020 - 06.2023
- Assist agents with policy-related inquiries and troubleshoot system errors for Auto, Home, and Umbrella policies
- Train new hires, providing floor support to ensure smooth transitions, often handling queries from multiple team members simultaneously
- Resolve complex issues and serve as a peer support supervisor backstop
- Skilled in all systems and personal lines products, handling escalations effectively
- Proficient in OKTA, Salesforce, Qualtrics, ServiceNow, Verint Remote VNC, and Guidewire Policy System.
Household CEO
Stay-at-Home Mom
01.2013 - 01.2020
- Managed household operations, developing skills in communication, mediation, financial operations, and multi-tasking
- Planned and organized family activities, solving problems and fostering teamwork.
Administrative Assistant
FedEx
01.2009 - 01.2013
- Developed expertise in Ground, Express, and International shipping processes
- Provided excellent customer service, handling orders with precision and attention to detail
- Answered phones professionally, directing calls and handling contractor queries
- Entered driver logs and IVMRs into the TMS system with a high degree of accuracy
- Communicated effectively with drivers and managers, both verbally and in writing
- Mastered software programs, including Lotus Notes, FedEx P2, and TMS
- Demonstrated flexibility by learning and filling various positions as needed
- Coordinated dispatch and driver arrival processes, maintaining accurate logs.
Equipment Operator
TVH
06.2008 - 09.2009
- Took initiative by training new hires and undertaking unassigned tasks
- Completed training on all equipment, including forklifts and computer software
- Managed inventory reconciliation and logged data into the AS/400 system.
Education
Prairie View High School
LaCygne, KS01.2008
Skills
- Microsoft Office Suite (Excel, Word, PowerPoint, Outlook)
- Typing: 75 WPM
- Ten-key proficiency: 50 WPM
- Strong verbal and written communication
- Customer service and problem-solving
- Teamwork and leadership
- Project management
- Ability to manage multiple concurrent deadlines
Accomplishments
- Rookie of the Quarter-Farmers Insurance
Certification
Lean Six Sigma Yellow Belt
Timeline
Sr. Customer Care Representative
Farmers Insurance
06.2023 - Current
Service Advocate II
Farmers Insurance
10.2020 - 06.2023
Household CEO
Stay-at-Home Mom
01.2013 - 01.2020
Administrative Assistant
FedEx
01.2009 - 01.2013
Equipment Operator
TVH
06.2008 - 09.2009
Prairie View High School