Skilled Customer Service Professional with outstanding abilities in coaching, documentation and active listening. Great decision-maker and valued employee. Proven history of reliability, resourcefulness and effective leadership.
Overview
9
9
years of professional experience
Work History
Senior Customer Experience Representative
Root Insurance
2024.05 - Current
Established a positive work environment that encouraged collaboration and teamwork among staff members for optimal results.
Responded proactively and positively to rapid change.
Facilitated smooth issue resolution by maintaining clear lines of communication between customers and relevant departments.
Continuously refined personal communication skills, adapting to various customer personalities and preferences for optimal rapportbuilding.
Customer Service Lead
State Auto Insurance Companies / Liberty Mutual Insurance
2022.05 - 2023.11
Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
Monitored workflow to improve employee time management and increase productivity.
Collaborated with independent insurance agents to build relationships
Served as liaison between key stakeholders during IT integrations, and closely oversees integration projects.
Educated customers about billing, payment processing and support policies and procedures.
Assisted in development of employee assessments to measure training value.
Creating reports that allowed the ability to collect time sheet data, and using those reports to accurately enter payroll hours for employees.
Delivered regular team meetings for aligned work towards common goals.
Customer Service Representative
State Auto Insurance Companies / Liberty Mutual Insurance
2019.09 - 2022.05
Answered customer telephone calls promptly to avoid on-hold wait times.
Collaborated with team members to develop best practices for consistent customer service delivery.
Participated in team meetings and training sessions to stay informed about product updates and changes.
Averaged around 80 calls a day, also assisted with chat support, and email support.
Material Handler / Materials Section Lead
Communications Test Design, Inc (CTDI)
2018.09 - 2019.09
Assembled pallets and crates for secure transportation of materials.
Monitored warehouse to identify missing items, spills and unusual activity, complying with safety procedures.
Used hand-held scanners and physical logs to accurately track item movements.
Oriented newly hired employees by providing company information, facilitating onboarding processes and establishing position-related requirements.
Sales and Customer Service Representative
Sutherland Lumber Company
2016.03 - 2018.09
Prioritized helping customers over completing other routine tasks in store.
Prepared merchandise for sales floor by pricing or tagging.
Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
Built customer loyalty and retention by delivering excellent shopping experiences.
Prepared detailed reports on inventory levels and movement trends, providing valuable information for decision-making purposes.
Education
Culinary Arts Program -
South-Western Career Academy
Grove City, OH
01.2017
High School Diploma -
Franklin Heights High School
Columbus, OH
01.2015
Timeline
Senior Customer Experience Representative
Root Insurance
2024.05 - Current
Customer Service Lead
State Auto Insurance Companies / Liberty Mutual Insurance
2022.05 - 2023.11
Customer Service Representative
State Auto Insurance Companies / Liberty Mutual Insurance
2019.09 - 2022.05
Material Handler / Materials Section Lead
Communications Test Design, Inc (CTDI)
2018.09 - 2019.09
Sales and Customer Service Representative
Sutherland Lumber Company
2016.03 - 2018.09
Culinary Arts Program -
South-Western Career Academy
High School Diploma -
Franklin Heights High School
Similar Profiles
Tracy MintzTracy Mintz
Senior Customer Service Specialist at Root InsuranceSenior Customer Service Specialist at Root Insurance