Audrey Hill

• Delivered exceptional customer service by managing high call volumes and assisting clients with policy inquiries, claims, and payments.
• Processed insurance policies in compliance with underwriting guidelines while coordinating distribution of underwriting communications.
• Handled coverage changes and policy updates to adapt to client needs and safeguard assets.
• Supported clients throughout claims processes, resolving issues efficiently and empathetically.
• Demonstrated strong attention to detail and accountability while working independently in a remote environment.
• Built long-term relationships with clients through consistent communication and tailored insurance solutions.
• Coordinated policy renewals and ensured timely updates to maintain client satisfaction.
• Analyzed client needs to recommend suitable insurance products and educate on coverage options.
• Managed client accounts and provided tailored insurance solutions.
• Collaborated with underwriting teams to facilitate policy approvals.

• While working as a Work Study Student Employee in the Veterans Affairs Office at Kingsborough Community College, I supported a range of administrative operations while managing a full-time class schedule.
• My responsibilities included making outbound wellness check calls, sending welcome emails to new students, and escorting students and visitors around campus.
• I participated in campus outreach efforts, assisted with processing paperwork, and collaborated closely with veterans, their dependents, and families to ensure they received the support they needed.
• This role allowed me to strengthen both my verbal and written communication skills while providing compassionate and dependable assistance to individuals navigating educational and veterans’ services.

• As a Remote Service Specialist, I work independently to handle essential tasks that allow agents and staff to focus on core sales activities.
• In this role, I demonstrate professionalism in all communications, both written and verbal, using strong negotiation and interpersonal skills.
• I manage calls with agents and staff, ensuring all processes align with ARS procedural guidelines.
• My responsibilities require strong problem-solving and analytical thinking, along with numerical accuracy and attention to detail.
• I am proficient in documenting and maintaining accurate notes within ARS client management systems.
• Additionally, I contribute to a collaborative team environment while consistently meeting service standards in a remote setting.

Addressed customer inquiries through daily multi-line phone calls, resolving issues efficiently.
Welcomed customers warmly to identify needs and provide customized support.
Collaborated with agents' offices for timely follow-ups on open issues affecting customers.
Contributed to building a loyal client base by enhancing overall customer experience.
Answered product questions using comprehensive knowledge to ensure clarity in communication.
Promptly investigated and resolved complaints with a focus on customer empathy.
Managed payment processes, prepared bank deposits, and reconciled cash receipts accurately.
Engaged in optional training modules to enhance skills and promote continuous improvement.

• Collaborated with team members to improve service delivery processes.
• Documented customer interactions accurately in the system for future reference.
• Utilized CRM software to track customer interactions and follow-ups efficiently.
• Provided excellent customer service to resolve customer complaints in a timely manner.

• I worked independently providing service support for multiple State Farm agents, collaborating closely with each agent and their teams to deliver exceptional customer service to policyholders.
• My responsibilities included directly contacting policyholders via phone, text, or email to obtain necessary documentation and process payments, enabling agents’ offices to focus on sales and reduce lapse and cancellation rates.
• This role required patience, diligence, and efficiency to manage a high volume of service tasks.
• I also prioritized and delegated assignments to staff within the agents’ offices, ensuring timely and thorough service for State Farm customers.