Amber Hooks

• Managed customer inquiries and provided solutions to enhance satisfaction.
• Facilitated communication between departments to streamline operations.
• Trained new representatives on product knowledge and service protocols.
• Developed and implemented strategies to improve response times.

Resolving issues on policies that require critical thinking and workarounds. Establishing and maintaining good rapport with policy holders to ease their frustration while their policy is being fixed. Maintain organization.

Take incoming calls from current policyholders and assist them by providing expert insurance advice. Service Representatives also review policies and make suggestions for additional coverage and services to protect our Policyholders.

Responsible for the day to day operations at a

• Supervised front end operations to ensure efficient customer service and workflow management.
• Trained and mentored staff on cash handling procedures and customer interaction best practices.
• Implemented process improvements that enhanced transaction accuracy and reduced wait times.
• Coordinated scheduling for front end team to optimize staffing levels during peak hours.

• Managed customer inquiries, ensuring timely resolution and enhancing satisfaction levels.
• Developed training programs for new staff, improving service quality and operational efficiency.
• Implemented feedback mechanisms to identify service gaps and drive continuous improvement initiatives.
• Analyzed customer interactions to refine processes, resulting in increased response accuracy and consistency.