Amy Cummins
De Witt
Summary
Skilled Customer Service Representative with experience in resolving complex customer inquiries. Possess strong communication skills, problem-solving abilities and demonstrate high adaptability to fast-paced environments. Previous professional roles have demonstrated a consistent history of enhancing customer satisfaction and team productivity.
Resourceful Customer Service Representative known for maintaining high productivity and efficiently completing tasks. Skilled in conflict resolution, time management, and communication, ensuring smooth operational flow and customer satisfaction. Excel in active listening, empathy, and adaptability, leveraging these soft skills to navigate customer interactions successfully and foster positive outcomes.
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Enthusiastic client services professional with strong background directly interfacing with industry customers. Well-versed in products, services and consumer trends. Dependable achiever committed to holding highest ethical standards and maintaining customer trust.
Experienced in fast-paced environments and adaptable to last-minute changes. Thrives under pressure and consistently earns high marks for work quality and speed.
Overview
16
16
years of professional experience
2002
2002
years of post-secondary education
1
1
Certification
Work History
CSR Clerk
R&L Carriers
Eldridge
10.2023 - Current
- Assisted customers with inquiries regarding shipping services and schedules.
- Processed shipments using company software for tracking and documentation.
- Collaborated with team members to resolve customer issues efficiently.
- Maintained accurate records of customer feedback for service improvement.
- Educated customers on company policies and procedures for shipping services.
- Handled customer inquiries and complaints in a timely manner.
- Identified customer needs and provided appropriate solutions.
- Provided customer service support to customers over the phone and by email.
- Followed up with customers to ensure their satisfaction.
- Consulted with customers regarding needs and addressed concerns.
- Documented all conversations with customers in CRM software according to company standards.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Maintained up-to-date knowledge of company products and services.
- Maintained records of customer interactions, transactions, comments and complaints.
- Developed strong relationships with customers to ensure satisfaction and loyalty.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered inbound calls, chats and emails to facilitate customer service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Processed incoming shipments and verified accuracy of documentation.
- Assisted customers with inquiries and provided accurate information.
- Coordinated with shipping departments to ensure timely deliveries.
- Conducted data entry tasks for tracking shipments and orders.
- Handled administrative tasks such as scheduling and correspondence management.
- Maintained organized filing systems for important documents and records.
- Assisted customers with inquiries and complaints in a professional manner.
- Answered phones in a courteous manner while providing excellent customer service.
- Utilized computer software programs to create reports, labels, forms.
- Answered multi-line telephone system and routed calls to appropriate personnel.
- Answered customer inquiries via phone and email.
- Operated photocopiers and scanners, facsimile machines and personal computers.
Insurance Broker
Health Markets
01.2017 - 04.2024
- Consulted clients to assess insurance needs and recommend suitable policies.
- Prepared and submitted insurance applications to providers for client coverage.
- Analyzed policy options and explained terms to clients for informed decisions.
- Maintained accurate client records using industry-standard software tools.
- Assisted in claims processing by gathering necessary documentation from clients.
- Educated clients on policy renewals and changes in coverage options.
- Provided exceptional customer service, addressing inquiries and resolving issues promptly.
- Interviewed prospective clients to learn about financial needs and discuss existing coverage.
- Served as a point of contact for customers throughout the life cycle of their policies.
- Maintained up-to-date knowledge of industry trends and regulations.
- Researched coverage and premium options and supplied clients with best coverage available for individual needs.
- Built relationships with external parties, such as carriers, vendors, and regulators.
- Identified opportunities for cross-selling additional products or services.
- Managed multiple accounts simultaneously while meeting deadlines efficiently.
- Resolved customer inquiries regarding policy changes or coverage issues.
- Performed administrative tasks such as preparing invoices, updating records.
- Provided advice to customers on insurance-related matters.
- Provided information and answered questions via personal meetings, telephone calls, and email.
- Ensured compliance with all applicable laws and regulations.
- Attended networking events to build new contacts in the industry.
- Promoted agency products to customers in person, by telephone and in writing.
- Evaluated and pursued sales leads obtained through direct referrals, networking, marketing, cold-calling and lead databases.
- Called or emailed lapsed clients to inquire about continuing needs.
- Reviewed policy documents for accuracy prior to issuing them to clients.
- Assessed client risk profiles and recommended appropriate coverage plans.
- Processed claims in a timely manner according to company procedures.
- Managed many policy renewals each year.
- Consulted with clients to develop customized insurance policy packages and advised clients on investment opportunities to safeguard assets while minimizing cash flow.
- Responded to customer inquiries and problems to promote great service.
- Monitored clients' insurance coverages to ensure changing needs were met.
In-Home Childcare Provider
Self employed
De Witt
06.2009 - 08.2016
- Supervised daily activities and routines for children of various ages.
- Developed engaging educational programs tailored to children's interests and needs.
- Maintained a safe and nurturing environment for all children in care.
- Communicated effectively with parents regarding children's progress and behavior.
- Prepared nutritious meals and snacks aligned with dietary requirements.
- Organized playdates and social activities to promote social skills development.
- Managed household tasks related to childcare, including cleaning and organizing toys.
- Implemented positive discipline strategies to encourage good behavior in children.
- Supervised field trips to local parks or libraries ensuring safety of all participants.
- Instructed children on personal hygiene habits such as hand washing and brushing teeth.
- Encouraged positive behavior through reward systems and positive reinforcement techniques.
- Developed age-appropriate activities to engage children in learning.
- Explained proper use of safety equipment such as car seats, cribs, strollers.
- Displayed excellent communication skills with parents, staff members and other caregivers.
- Organized educational activities such as games, crafts, reading and outdoor activities.
- Demonstrated ability to handle emergency situations calmly and effectively.
- Engaged in meaningful conversations with toddlers to help them develop social skills.
- Monitored children's activities, remaining mindful of safety hazards.
- Changed diapers and dressed children, assisting and educating children on proper use of clothing, such as tying shoelaces.
- Prepared meals and snacks for children, teaching table manners and keeping fed appropriately without allowing overindulgence.
- Enforced rules designed by parents regarding bedtimes, study times.
- Taught children basic skills and encouraged creativity in painting, drawing, arts and crafts, music and other expressive activities.
- Taught basic language skills such as colors, numbers and shapes.
- Supported healthy emotional and social development through intervention in conflict between children, positive reinforcement techniques, and encouraging cooperation.
- Performed light housekeeping duties related to childcare such as laundry, meal preparation.
- Maintained records of daily activities and health information regarding each child.
- Provided safe, nurturing environment for children to learn and play.
- Read books aloud to children, encouraging interaction and teaching proper expression through vocal inflections appropriate to story content.
- Managed administrative program tasks such as taking attendance, updating logs and tracking supplies.
Education
Davenport West High School
Davenport, IASkills
- Customer service
- Problem resolution
- Shipment processing
- Customer relationship management
- Claims processing
- Multitasking
- Effective communication
- Relationship building
- Conflict management
- Attention to detail
- Time management
- Customer focus
- Complaint handling
- Document control
- Account management
- Empathy and patience
- Delivery scheduling
- Multi-task management
- Problem-solving
- Recordkeeping strengths
- Staff training
- Documentation
- Prioritization
Languages
English
Professional
Certification
- AHIP Medicare certification
- Annuity certification
- ACA marketplace certification
- Index and universal insurance certification
- Licensed health, life, supplemental, and Medicare insurance agent in 7 states.
Accomplishments
- 2017 rookie of the year
- 2018 top of the class agent accelerator award
- Top producer three straight years
- 2019 number 15 producer out of 581 with 80% persistency.
Timeline
CSR Clerk
R&L Carriers
10.2023 - Current
Insurance Broker
Health Markets
01.2017 - 04.2024
In-Home Childcare Provider
Self employed
06.2009 - 08.2016
Davenport West High School