April Smith
Watseka,IL
Summary
Accomplished Insurance Counselor and Customer Service Representative with a proven track record at GEICO and Roche Diagnostics Corporation. Expert in insurance law and customer engagement, I excel in conflict resolution and policy customization, significantly enhancing client satisfaction and loyalty. Recognized for superior problem-solving abilities and adeptness in multitasking, consistently exceeding performance metrics.
Overview
13
13
years of professional experience
Work History
Insurance Counselor
GEICO
07.2016 - 07.2024
- Enhanced client satisfaction by efficiently addressing and resolving insurance-related inquiries.
- Customized insurance programs to suit individual customers by explaining disadvantages and advantages of various policies.
- Advised and educated potential clients and policyholders on available products to resolve gaps in liability coverage.
- Reduced policy cancellations through proactive communication and timely resolution of issues.
- Interacted with clients to handle complaints and concerns, report claims and receive payments.
- Ensured compliance with state regulations by diligently keeping up-to-date on changing laws and guidelines affecting the industry.
- Educated clients on insurance policies and procedures.
Customer Service Representative
Roche Diagnostics Corporation
01.2012 - 07.2016
- 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.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Maintained up-to-date knowledge of product and service changes.
- Met customer call guidelines for service levels, handle time and productivity.
Education
BBA - Finance
Marian University
Indianapolis, IN12.2013
Skills
- Insurance law knowledge
- Licensed Insurance Agent
- Problem-Solving
- Time Management
- Multitasking
- Call Center Customer Service
- Excellent Communication
- HIPAA Compliance
- Adaptability and Flexibility
- Customer Engagement
- Property and Casualty Insurance
- Auto insurance
- Adaptability
- Health insurance
- Account Management
- Data Entry
- Computer Proficiency
- Conflict Resolution
- Money handling abilities
- Microsoft Excel
- Payment Processing
Timeline
Insurance Counselor
GEICO
07.2016 - 07.2024
Customer Service Representative
Roche Diagnostics Corporation
01.2012 - 07.2016
BBA - Finance
Marian University