Summary
Overview
Work History
Education
Skills
Timeline
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Barbara Penning

Roseville,MI

Summary

Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Knowledgeable and dedicated customer service professional with extensive experience insurance industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Management position. Ready to help team achieve company goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Overview

27
27
years of professional experience

Work History

Customer Service Representative Agent

Assured Partners Insurance
02.2015 - Current
  • Responded to customer requests for products, services, and company information.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Updated account information to maintain customer records.
  • Answered constant flow of customer calls with minimal wait times.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Developed customer service policies and procedures to meet and exceed industry service standards.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Maintained up-to-date knowledge of product and service changes.
  • Promptly responded to inquiries and requests from prospective customers.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Responded proactively and positively to rapid change.
  • Delivered prompt service to prioritize customer needs.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Sought ways to improve processes and services provided.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Cross-trained and provided backup support for organizational leadership.
  • Reached out to customers after completed sales to suggest additional service or product purchases.
  • Trained new personnel regarding company operations, policies and services.
  • Cross-trained and backed up other customer service managers.

Customer Service Representative

State Farm
03.2000 - 02.2015
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Updated account information to maintain customer records.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Developed customer service policies and procedures to meet and exceed industry service standards.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Delivered prompt service to prioritize customer needs.
  • Maintained up-to-date knowledge of product and service changes.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Responded proactively and positively to rapid change.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Promptly responded to inquiries and requests from prospective customers.
  • Trained new personnel regarding company operations, policies and services.
  • Sought ways to improve processes and services provided.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Reached out to customers after completed sales to suggest additional service or product purchases.
  • Cross-trained and backed up other customer service managers.

Realtor

Century 21
06.1996 - 05.2000
  • Assisted buyers with finding ideal homes by assessing needs, requirements, and budgets.
  • Wrote contracts to outline sales and purchases of properties.
  • Resolved client concerns related to home purchases to maintain high satisfaction ratings.
  • Advised and informed prospective clients on current market activities and conditions.
  • Completed property walk throughs before completing deals to uphold accuracy in listings and appraisals.
  • Educated clients on changing or updating properties, buying, and selling techniques and processes to maintain curb appeal.
  • Compared recently sold area properties to determine competitive market prices.
  • Liaised between buyers and sellers to establish favorable prices and negotiate contract terms.
  • Negotiated, facilitated, and managed real estate transactions.
  • Managed contracts, negotiations, and all aspects of sales to finalize purchases and exceed customer expectations.
  • Maintained connections with clients to encourage repeat business and referrals.
  • Advertised client properties through websites, social media, and real estate guides.
  • Advised clients on market conditions and property value for informed decision-making.
  • Presented purchase offers to sellers for consideration.
  • Developed and maintained relationships with clients through networking, postcards, and cold calling.
  • Marketed and sold property for clients by hosting open houses and advertising online and in print.
  • Liaised between buyers and sellers to provide positive experiences for both parties.
  • Wrote listings detailing and professionally highlighting property features to increase sales chances.
  • Reviewed market research data and changed sales plans accordingly.

Education

No Degree - Business Management

Baker College
Clinton Township

High School Diploma -

Roseville High School
Roseville, MI
06.1993

Skills

  • Persuasion Techniques
  • Attention to Detail
  • Creating Accounts
  • Continuous Improvement
  • Client Relationships
  • Trained in Salesforce
  • Customer Understanding
  • Product Line Knowledge
  • Complex Product Knowledge
  • Troubleshooting and Resolution
  • Customer Retention Strategies
  • Explaining Policies

Timeline

Customer Service Representative Agent

Assured Partners Insurance
02.2015 - Current

Customer Service Representative

State Farm
03.2000 - 02.2015

Realtor

Century 21
06.1996 - 05.2000

No Degree - Business Management

Baker College

High School Diploma -

Roseville High School

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Barbara Penning