Angela Sheeley
Athens,PA
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Erie Insurance Group
12.2023 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Insurance Customer Service Representative
Adam Bennett State Farm
05.2021 - 12.2023
- Managed high call volume while maintaining professionalism, empathy, and attention to detail in each interaction.
- Processed policy updates and changes accurately, ensuring client needs were met in a timely manner.
- Answered incoming phone calls to articulate product value to prospective customers and support current policyholders.
- Responded to customer requests for products, services, and company information.
- Completed customer applications and updated records to reflect current information.
- Enhanced customer satisfaction by addressing and resolving insurance-related inquiries and concerns.
Veterinary Receptionist
Towanda Creek Animal Hospital
08.2020 - 05.2021
- Managed multi-line phone system and pleasantly greeted patients.
- Facilitated smooth daily operations by answering incoming calls, directing inquiries, and taking messages for veterinarians as needed.
- Provided compassionate support during difficult situations such as end-of-life decisions or emergency visits, establishing trust with clients.
- Improved client retention by providing exceptional customer service to pet owners in person and over the phone.
- Entered data from pet records and office visits into computer system.
Education
High School Diploma -
North Rome Christian School
Rome, Pa05-2000
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Call center experience
- Computer proficiency
- Data collection
- CRM software proficiency
- Account updating
Certification
- Licensed property and casualty insurance agent for PA and NY
- Licensed Public Notary
- Mentorship Certified- mentored new hires
Timeline
Customer Service Representative
Erie Insurance Group
12.2023 - Current
Insurance Customer Service Representative
Adam Bennett State Farm
05.2021 - 12.2023
Veterinary Receptionist
Towanda Creek Animal Hospital
08.2020 - 05.2021
High School Diploma -
North Rome Christian School
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