Joan Leban
White Haven,PA
Summary
Dynamic leader and skilled communicator, adept in complaint handling and Microsoft Office, with a proven track record at The Hartford and Receivable Management Services. Excelled in enhancing customer satisfaction and team productivity, significantly boosting policy retention and operational efficiency. A quick learner. Demonstrates exceptional organization and teamwork, consistently exceeding performance goals.
Overview
13
13
years of professional experience
Work History
Insurance Customer Service Representative
The Hartford
12.2008 - 06.2010
- 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.
- Handled sensitive customer information with discretion, adhering to strict data privacy regulations at all times.
- Documented customer interactions and transactions for accurate, up-to-date records.
- Completed customer applications and updated records to reflect current information.
- Enhanced customer satisfaction by addressing and resolving insurance-related inquiries and concerns.
- Assisted customers with completing insurance documents to avoid missed information.
- Assessed customer needs and recommended suitable insurance policies.
- Educated customers on available discounts, promoting loyalty and policy retention through tailored recommendations.
- Advised customers on required information for claim submissions to progress applications.
- Conducted comprehensive policy reviews for clients, identifying gaps in coverage and recommending appropriate solutions.
- Participated in ongoing training sessions to remain current on industry developments and improve overall job performance.
- Trained new customer service representatives on best practices, policies and procedures.
- Consistently met or exceeded performance goals related to both sales targets and customer service metrics.
- Utilized company software to track customer interactions efficiently, ensuring proper documentation of all transactions.
- Assisted colleagues in resolving complex cases by sharing knowledge of policies and best practices when needed.
- Processed insurance policy cancellations and renewals quickly to meet call time targets.
Team Leader Manager
Receivable Management Services
09.1997 - 03.2008
- Resolved customer service issues by finding immediate solutions, increasing customer confidence, and decreasing escalations to executive office.
- Enhanced team productivity by implementing efficient workflow processes and setting clear performance expectations.
- Led employee relations through effective communication, coaching, training, and development.
- Collaborated with senior management on strategic planning efforts, aligning departmental objectives with overall company vision.
- Conducted regular performance reviews, providing constructive feedback and coaching to facilitate continuous improvement among employees.
- Established a culture of accountability within the team, resulting in higher levels of individual responsibility towards achieving organizational goals.
- Stayed calm, collected and logical during stressful moments to identify and implement optimal solutions.
- Consistently met or exceeded departmental goals by effectively managing resources and establishing clear objectives for the team.
- Drove performance of staff by creating incentives and positive work atmosphere and administering recognition and rewards programs.
- Boosted employee morale through regular recognition of outstanding work and providing opportunities for professional growth.
- Identified and corrected deficient performance and behaviors to achieve maximum productivity.
- Facilitated cross-training opportunities among team members, creating a more versatile and resilient workforce capable of handling unforeseen challenges.
- Spearheaded process improvements that led to significant time savings while maintaining quality standards throughout the department''s functions.
- Launched new initiatives that improved overall operational efficiency and reduced costs by optimizing resource allocation.
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
- Recruited and trained high-performing team members, maintaining optimized customer service.
- Established and maintained performance, quality and service standards for professional customer care.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Established team priorities, maintained schedules and monitored performance.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Set aggressive targets for employees to drive company success and strengthen motivation.
Education
Bachelor of Arts - Criminal Justice
Liberty University
Lynchburg, VA05.2017
Skills
- Organization
- Complaint Handling
- Policy understanding
- Client Education
- Customer Service
- Active Listening
- Attention to Detail
- Decision-Making
- Medical Terminology
- Documentation skills
- Microsoft Office
- Teamwork and Collaboration
- Understanding of medical terms
Timeline
Insurance Customer Service Representative
The Hartford
12.2008 - 06.2010
Team Leader Manager
Receivable Management Services
09.1997 - 03.2008
Bachelor of Arts - Criminal Justice
Liberty University