Ariel Cobb
Locust Grove,GA
Summary
Dynamic Insurance Customer Service Representative with extensive experience at Farmers Insurance Group, excelling in complaint handling and client education. Proven track record of enhancing customer satisfaction and retention through effective communication and tailored insurance solutions. Proficient in Microsoft Office, demonstrating strong organizational skills and critical thinking in high-pressure environments.
Professional with significant expertise in customer service within insurance industry. Proven ability to handle complex inquiries, resolve issues efficiently, and provide clear, accurate information. Strong focus on collaboration and achieving results, adapting seamlessly to changing demands. Skilled in policy management, claims processing, and maintaining high levels of customer satisfaction. Reliable team player with excellent communication and problem-solving abilities.
Overview
14
14
years of professional experience
Work History
Insurance Customer Service Representative
Farmers Insurance Group
05.2023 - 05.2025
- 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.
- Assisted customers with completing insurance documents to avoid missed information.
- Reviewed and adjusted customer coverage levels to address, identify, and resolve customer conflicts.
- Educated customers on available discounts, promoting loyalty and policy retention through tailored recommendations.
- 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.
- Enhanced customer satisfaction by addressing and resolving insurance-related inquiries and concerns.
- Conducted comprehensive policy reviews for clients, identifying gaps in coverage and recommending appropriate solutions.
- Assessed customer needs and recommended suitable insurance policies.
- Participated in ongoing training sessions to remain current on industry developments and improve overall job performance.
- Assisted in team project to identify common customer issues and develop proactive solutions.
- Increased customer retention by offering tailored insurance solutions based on individual needs.
- Contributed to team meetings with insightful feedback, aiming for continuous improvement in customer service.
Insurance Customer Service Representative
GEICO, Government Employees Insurance
07.2011 - 01.2023
- Processed insurance policy cancellations and renewals quickly to meet call time targets.
- Fielded customer complaints, escalating complex issues to management for resolution.
- Fostered strong relationships with clients, providing personalized service and assistance on various insurance products.
- Increased cross-selling opportunities by proactively identifying potential new business leads during client interactions.
- Collaborated with underwriters to streamline the policy issuance process for improved efficiency.
- Consistently met or exceeded performance goals related to both sales targets and customer service metrics.
- Acted promptly to customer complaints, significantly reducing escalation rates.
- Enhanced customer experience by accurately addressing and resolving diverse range of insurance queries.
- Chosen to assist with Salvage (Lienholder Payouts), Accounts Receivable Help Desk, and Emergency Road Service due to call volume, expertise and efficiencies.
- Maintained up-to-date knowledge of insurance products to provide accurate information to customers.
- Verified client information by analyzing existing evidence on file.
- Calculated adjustments, premiums and refunds.
- Collected premiums and issued accurate receipts.
- Managed high call volume while maintaining professionalism, empathy, and attention to detail in each interaction.
- Reviewed and adjusted customer coverage levels to address, identify, and resolve customer conflicts.
- Educated customers on available discounts, promoting loyalty and policy retention through tailored recommendations.
- 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.
- Contributed to team meetings with insightful feedback, aiming for continuous improvement in customer service.
- Increased customer retention by offering tailored insurance solutions based on individual needs.
- Participated in ongoing training sessions to remain current on industry developments and improve overall job performance.
- Assessed customer needs and recommended suitable insurance policies.
- Conducted comprehensive policy reviews for clients, identifying gaps in coverage and recommending appropriate solutions.
- Enhanced customer satisfaction by addressing and resolving insurance-related inquiries and concerns.
Education
No Degree - Psychology
Wesleyan College
Macon, GAHigh School Diploma -
Central High School
Macon, GASkills
- Organization
- Complaint handling
- Client education
- Insurance terminology
- Customer service
- Active listening
- Insurance coverage verification
- Critical thinking
- Proficient in Microsoft Office, Adobe Acrobat
- Problem-solving
- Multitasking Abilities
- Effective communication
- Conflict resolution
- Risk assessment
- Decision-making
- Documentation skills
Accomplishments
- Achieved effective retention rate through effectively helping with Farmers Insurance Smart Council
- Collaborated with team of proficient agents in the development of Farmers AdvantEdge.
member of GEICO Chairmans Club 2018
Outstanding Service Award given to high achieving customer service representatives
Timeline
Insurance Customer Service Representative
Farmers Insurance Group
05.2023 - 05.2025
Insurance Customer Service Representative
GEICO, Government Employees Insurance
07.2011 - 01.2023
No Degree - Psychology
Wesleyan College
High School Diploma -
Central High School