Hi, I’m
Barbara Susini
Miami,FL
Summary
Dynamic Customer Service Subject Matter Expert at Susini Enterprises Inc, adept at enhancing client satisfaction through effective problem-solving and relationship building. Championed training programs that boosted first-contact resolution rates and mentored teams to exceed performance metrics. Proficient in CRM systems, with a strong emphasis on empathy and active listening to address customer needs.
Overview
35
years of professional experience
Work History
Susini Enterprises Inc
Customer Service Subject Matter Expert
07.2003 - Current
Job overview
- Promoted a positive work atmosphere by regularly recognizing top performers'' outstanding achievements within the department.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Contributed to the development of departmental goals aligned with the organization''s mission and values.
- Assisted in the creation of customized solutions for clients based on their specific needs, leading to increased client retention rates.
- Analyzed customer feedback data to identify trends and opportunities for process improvement initiatives.
- Actively participated in interdepartmental meetings, representing the voice of the customer service function while collaborating with other departments on strategic initiatives.
- Served as the primary point of contact for escalated customer concerns, ensuring timely resolutions while maintaining professionalism and empathy.
- Reduced average call length by creating effective troubleshooting guides and resources for agents.
- Managed and exceeded performance metrics by consistently monitoring progress against set targets, identifying areas of opportunity, and implementing action plans to address gaps.
- Mentored new hires, providing guidance on best practices, company policies, and exceptional customer service techniques.
- Conducted regular quality audits on team interactions, providing constructive feedback to help enhance performance levels.
- Developed and implemented training programs to increase team knowledge and performance in handling customer inquiries.
- Increased first-contact resolution rates through proactive problem-solving and clear communication strategies.
- Championed a culture of continuous learning within the team, fostering an environment that encouraged skill development and growth opportunities.
- Evaluated existing workflows to uncover areas of potential improvement or optimization, leading to more streamlined operations.
- Established and maintained strong relationships with key clients, acting as a trusted advisor for all customer service-related matters.
- Enhanced customer satisfaction by promptly addressing and resolving complex issues.
- Responded to customer requests for products, services, and company information.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Responded proactively and positively to rapid change.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Trained new personnel regarding company operations, policies and services.
- Managed timely and effective replacement of damaged or missing products.
- Sought ways to improve processes and services provided.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Identified and resolved discrepancies and errors in customer accounts.
- Cross-trained and backed up other customer service managers.
Group One Insurance Group
Insurance Underwriter
03.1998 - 07.2003
Job overview
- Reviewed policy documents before issuance, ensuring accuracy and conformance to approved standards.
- Reduced claim losses by applying expert knowledge in identifying potential risks and setting appropriate premiums.
- Enhanced customer satisfaction through timely communication and effective negotiation of policy terms.
- Maintained compliance with industry regulations and company guidelines during all underwriting activities.
- Provided expert advice on complex underwriting cases, leading to informed decision-making.
- Enhanced customer trust by ensuring transparent and fair underwriting practices.
- Analyzed data to identify trends and predict future insurance needs.
- Met with customers, agents and brokers to negotiate coverage, price, and service delivery.
Southern Group
Insurance Underwriter
08.1990 - 03.1998
Job overview
- Reviewed policy documents before issuance, ensuring accuracy and conformance to approved standards.
- Reduced claim losses by applying expert knowledge in identifying potential risks and setting appropriate premiums.
- Enhanced customer satisfaction through timely communication and effective negotiation of policy terms.
- Maintained compliance with industry regulations and company guidelines during all underwriting activities.
- Improved risk assessment accuracy by conducting thorough investigations and evaluating insurance applications.
- Increased profitability by accurately assessing potential exposure levels and determining appropriate premium rates.
- Conducted comprehensive risk analyses, ensuring accurate pricing for various types of insurance policies.
- Successfully managed a diverse portfolio of clients across multiple industries while maintaining excellent loss ratios over time.
- Developed and maintained strong relationships with brokers to streamline underwriting process.
- Reduced claim costs with meticulous policyholder risk evaluations.
- Optimized underwriting guidelines to reflect changing market conditions and risks.
- Monitored underwriting teams' performance and provided mentoring to achieve personal and department production goals.
- Improved risk assessment processes, ensuring thorough evaluation of potential policyholders.
Education
Miami Senior High School Miami Florida
High School Diploma
06-1987
Skills
- Complaint handling
- Cultural awareness
- Empathy display
- Customer service
- Problem-solving
- Time management
- Multitasking and organization
- Critical thinking
- Team collaboration
- Active listening
- Adaptability and flexibility
- Verbal and written communication
- Creative problem solving
- Decision-making
- Problem resolution
- Relationship building
- Customer relations
- Call center experience
- Computer proficiency
- Task prioritization
- Product knowledge
- Client relations
- Conflict resolution
- Documentation
- Appointment scheduling
- Team development
- Quality control
- Follow-up skills
- Staff training
- Complaint resolution
- De-escalation techniques
- Professional telephone demeanor
- Administrative support
- Call management
- Prioritization
- Building rapport
- Customer relationship management (CRM)
- Dispute resolution
- Call center operations
- Stress management
- Customer education
- Account management
- Live chat support
- Escalation management
- Quality assurance controls
- Lead generation
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Customer Service Subject Matter Expert
Susini Enterprises Inc
07.2003 - Current
Insurance Underwriter
Group One Insurance Group
03.1998 - 07.2003
Insurance Underwriter
Southern Group
08.1990 - 03.1998
Miami Senior High School
High School Diploma
Similar Profiles
Lewis McCanceLewis McCance
CDL A OTR Truck Driver at US XPRESS ENTERPRISES, INC, Werner EnterprisesCDL A OTR Truck Driver at US XPRESS ENTERPRISES, INC, Werner Enterprises
Kayode DamolaKayode Damola
Warehouse Operative, Production Operative-Packer and loader at I&S Global Enterprises, Gama Glass EnterprisesWarehouse Operative, Production Operative-Packer and loader at I&S Global Enterprises, Gama Glass Enterprises
Joshua MaddernJoshua Maddern
Factory Line Worker at Inghams EnterprisesFactory Line Worker at Inghams Enterprises
Sanders Jean-PhilippeSanders Jean-Philippe
Pharmacy Technician at Walgreens Pharmacy Care CenterPharmacy Technician at Walgreens Pharmacy Care Center
Priscila EscamillaPriscila Escamilla
Child Development Specialist at University of MiamiChild Development Specialist at University of Miami