Amanda Suits
Browns Summit,NC
Summary
Dynamic customer service specialist with strong problem resolution and communication skills. Proven ability to enhance customer relationships and streamline processes for improved service delivery. Results-oriented professional with extensive experience in customer service and underwriting assistance. Adept at developing troubleshooting guides and fostering teamwork to optimize service processes and enhance customer satisfaction.
Detail-oriented customer service specialist known for active listening and complaint resolution. Committed to training new team members and improving service delivery through effective collaboration and process enhancements.
Experienced with handling customer inquiries and providing effective solutions. Utilizes communication and problem-solving skills to enhance customer satisfaction. Track record of maintaining positive client relationships and adapting to dynamic service environments.
Overview
20
20
years of professional experience
Work History
Customer Service Specialist
Penn National Insurance
Greensboro, NC
07.2022 - Current
- Resolved customer inquiries efficiently through multi-channel communication methods.
- Collaborated with teams to enhance service delivery and streamline processes.
- Developed troubleshooting guides to improve response time for common issues.
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
Commercial Lines Underwriting Assistant
Penn National Insurance
Greensboro, NC
08.2020 - 07.2022
- Reviewed commercial insurance applications for completeness and compliance with underwriting guidelines.
- Assisted underwriters processing tasks and providing appropriate coverage options.
- Maintained accurate records of policy documents and correspondence for efficient retrieval.
- Developed training materials for onboarding new team members to enhance operational efficiency.
- Identified process improvement opportunities to streamline workflow and reduce turnaround times.
- Maintained a high level of expertise in commercial lines insurance products by participating in ongoing professional development opportunities.
Personal Lines Underwriter Trainee
Penn National Insurance
Greensboro, NC
01.2019 - 12.2021
- Analyzed underwriting guidelines to ensure compliance and maintain policy integrity.
- Developed strategic relationships with agents, fostering collaboration and trust in policy recommendations.
- Collaborated with claims department to ensure accurate evaluation of risks and appropriate pricing for policies.
- Applied knowledge of standard criteria to approve or reject applications.
- Developed strong relationships with agents and brokers to facilitate smooth communication and quick resolution of issues.
- Answered customer questions via telephone, email, and web chats.
Commercial Lines Rater
Penn National Insurance
Greensboro, NC
05.2006 - 01.2019
- Collaborated with underwriters to ensure accuracy and compliance in policy pricing and terms.
- Mentored junior staff on rating methodologies and best practices for policy assessment.
- Implemented process improvements that reduced turnaround time for quotes by optimizing workflow procedures.
- Conducted training sessions on new tools and systems to enhance team capabilities in commercial lines rating.
- Reduced processing time for quotes by optimizing workflows and prioritizing tasks effectively.
- Enhanced company reputation through prompt response times to agent inquiries regarding commercial lines policies.
Education
Early Childhood Education
University of North Carolina At Greensboro
Greensboro, NCThe Institutes
Skills
- Excellent Customer service
- Customer relations
- Professional telephone demeanor
- Excellent written and oral communication
- Problem resolution
- Customer relationship management
- Excellent interpersonal skills
- Complaint resolution
- Computer proficiency
- Active listening
Timeline
Customer Service Specialist
Penn National Insurance
07.2022 - Current
Commercial Lines Underwriting Assistant
Penn National Insurance
08.2020 - 07.2022
Personal Lines Underwriter Trainee
Penn National Insurance
01.2019 - 12.2021
Commercial Lines Rater
Penn National Insurance
05.2006 - 01.2019
Early Childhood Education
University of North Carolina At Greensboro
The Institutes