April Bretz
Morristown,TN
Summary
Proactive and versatile professional with over 20+ years of dedication to giving world class customer service to each customer or client. Worked in a remote setting for the last 5 years. Quickly adapting to new challenges, strong problem-solving abilities and a proven track record of fostering strong relationships with clients and team members. Focused on supporting company success and achieving positive results. Consistently earns high marks for work quality and speed.
Overview
24
24
years of professional experience
Work History
Remote Licensed Insurance Agent
E-telequote
Clearwater , FL
04.2024 - 12.2024
- Advised clients on their insurance needs and coverage options based on individual requirements.
- Maintained a 90% QA score throughout Training, Nesting and Production
- Performed routine follow-up calls to assess customer satisfaction with products and services.
- Conducted customer needs assessments to identify appropriate coverage levels and options.
- Maintained accurate records of client information including contact details and policy changes.
- Conducted telephone appointments with prospective clients to build rapport and sell insurance services.
Remote Licensed Insurance Specialist
TTEC
Englewood, Colorado
08.2023 - 04.2024
- Remotely assisted insurance customers customize new insurance plans
- Stay up to date with current health insurance standards and regulations
- Answered phone and educated clients or potential clients on Insurance policies and coverage
- Maintained accurate records of clients information insuring compliance of industry regulations
- Provided consistent and reliable customer service to maintain and grow client base
- Acted as a point of contact with clients with general insurance and mid term adjustment quotas
Seasonal Remote Customer Service Representative
Concentrix
Fremont, California
02.2023 - 08.2023
- Answered inbound calls, chats and emails to facilitate customer service.
- Follow communication guidelines, policies and procedures and met/surpassed monthly metrics
- Upgrade and cancel customer accounts by customer request
- Assist customers in placing orders, fulfilling refunds and handling exchanges
- Use sales computer technology to maintain customer records and order
- Identified opportunities for upselling additional products or services based on customer needs.
Remote Seasonal Customer Service Specialist
Amazon
Seattle, Washington
03.2022 - 11.2022
- Processed returns, refunds, exchanges according to company policies and procedures.
- Monitor customer accounts using multiple windows and applications simultaneously
- Documented customer correspondence in CRM to track requests, problems, and solutions.
- Used approved scripts to de-escalate angry customers during telephone/chat interactions.
- Help customers by phone or chat and at most times simultaneous
- Provide customer package pickup request by several different carriers
Server/Bartender/Trainer
O'Charley's
Morristown, USA
09.2000 - 05.2017
- Developed rapport with guests and assisted in generating repeat business by providing exceptional customer service
- Ensured that each guest was served courteously, quickly, and efficiently
- Provided exceptional service to high volume of daily customers.
- Trained new employees on restaurant procedures and plating techniques.
- Instructed trainees on how to properly use POS systems as well as handle cash transactions accurately.
Education
Information Technology -
Walters State Community College
Morristown, TN01.2009
High School Diploma -
Jefferson County High School
Dandridge, TN01.1998
Skills
- Policy management expertise
- Client relationship management
- Regulatory compliance
- Client assessment
- Customer follow-up
- Documentation skills
- Account management
- Medicare Sales/Plans
- CRM Software
- Microsoft Office
- Customer Service
Timeline
Remote Licensed Insurance Agent
E-telequote
04.2024 - 12.2024
Remote Licensed Insurance Specialist
TTEC
08.2023 - 04.2024
Seasonal Remote Customer Service Representative
Concentrix
02.2023 - 08.2023
Remote Seasonal Customer Service Specialist
Amazon
03.2022 - 11.2022
Server/Bartender/Trainer
O'Charley's
09.2000 - 05.2017
Information Technology -
Walters State Community College
High School Diploma -
Jefferson County High School