Open To Work
ARIANA MAJOR
Detroit,MI
Work Preference
Summary
Licensed call center representative who provides efficient data documentation while maintaining call metrics at a 95% compliance rate. Proficient in Customer Relationship Management software and Microsoft Office, looking to upskill in payroll and administrative applications.
Overview
3
3
years of professional experience
Work History
Insurance Servicing Professional
The Hanover Insurance Group
01.2026 - Current
- Resolved an average of 25 inbound calls daily with 95% customer satisfaction on client surveys by guiding members with assurance and empathy
- Processed policy endorsements, consultations, and coverage reviews, ensuring accuracy and recognition of coverage value
- Collaborated with underwriters and agencies to address complex member requests
- Corresponded daily with insureds via email to achieve complete call resolution
- Exhibited knowledge of endorsement value during consultation with insureds, engaging better established accounts and asset protection
Call Center Insurance Representative
Qualfon
Highland Park, USA
01.2024 - 01.2025
- Set a precedent of consistent and efficient one-call resolution
- Organized call lists and transferred customer calls to enhance member satisfaction.
- Navigated CRM software, noted account activity, and scheduled appointments for policy updates to ensure timely service.
- Established consistent one-call resolution process, improving customer experience.
- Executed promotional efforts for USAA campaign
Remote Licensed Insurance Agent
TTEC
03.2025 - 12.2022
- Maintained P & C Personal Lines License in 30 states
- Adapted to deadlines and met KPI and AHT expectations
- Completed accurate data entry for up to thirty customers a day
- Receptive to deadlines and expectations of KPI and AHT
- Performed accurate data entry for up to thirty customer accounts daily
- Executed policy updates and scheduled follow-up appointments to enhance customer satisfaction
- Progressive Campaign
Education
Associate of Arts - General Studies
Macomb Community College
Warren, MI 05.2001 -
Skills
- Policy Endorsements
- Insurance Sales
- Customer Retention
- CRM Software
- Call Center Solutions
- Data Management
- Documentation
- Appointment management
- Microsoft Excel
- Microsoft Office
- Financial Software
- Inventory Logging
Timeline
Insurance Servicing Professional
The Hanover Insurance Group
01.2026 - Current
Remote Licensed Insurance Agent
TTEC
03.2025 - 12.2022
Call Center Insurance Representative
Qualfon
01.2024 - 01.2025
Associate of Arts - General Studies
Macomb Community College
05.2001 -