Grace Marie Lawson-Little
Kalamazoo,MI
Summary
Dynamic Senior Customer Service Representative at Gerber Life Insurance Company with a proven track record in complaint resolution and staff training. Recognized for consistently exceeding performance targets and enhancing customer satisfaction through effective conflict management and process optimization. Passionate about fostering relationships and mentoring team members to achieve collective success.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Senior Customer Service Representative
Gerber Life Insurance Company
09.2008 - 09.2023
- Established strong rapport with customers, fostering long-term relationships and repeat business.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Engaged clients in person and over phone to answer questions and address complaints.
- Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.
- Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
- Developed comprehensive knowledge of company products and services in order to provide accurate information to customers.
- Mentored junior team members, contributing to their professional development and overall team success.
- Consistently exceeded performance targets, earning recognition as a top-performing Senior Customer Service Representative on multiple occasions.
- Developed solutions-oriented approaches when faced with challenging situations or dissatisfied customers.
Children's Librarian
Fremont District Library
03.2004 - 03.2007
- Developed and managed the library''s social media presence to engage with patrons, share updates, and promote events.
- Enhanced children''s literacy skills by developing and implementing engaging reading programs.
- Coordinated volunteer efforts by recruiting community members who provided valuable support during large-scale events.
- Collaborated with local schools to promote library services, resulting in increased student membership and participation.
- Organized and hosted successful author visits, providing opportunities for children to meet their favorite writers and illustrators.
- Managed collection development, ensuring a wide variety of materials were available to support the needs of diverse patrons.
Children's Librarian
Fennville Area District Library
07.1997 - 03.2004
- Established a teen advisory board that provided valuable input on library programming and services for young adults.
- Provided one-on-one assistance to young patrons needing help finding appropriate books or navigating digital resources for homework assignments.
- Created eye-catching displays showcasing featured books or themed collections that attracted patrons'' attention.
- Promoted early childhood literacy through the implementation of innovative programming such as Baby Storytime sessions and Play and Learn workshops.
- Partnered with other librarians to develop a summer reading program that motivated participants to read more books during school break periods.
- Designed age-appropriate activities that fostered curiosity, creativity, and critical thinking skills in young patrons.
Education
Bachelor of Arts - General Studies
Siena Heights University
Adrian, MISkills
- Customer support
- Complaint resolution
- Quality assurance
- Payment processing
- Staff training
- Credit card processing
- Conflict management
- Service recommendations
- Call center experience
- Process optimization
- De-escalation techniques
Accomplishments
Voted Customer Service Representative of the Year twice during my insurance career.
Certification
CSR
ALMI
FLIMI LEVEL 1
Timeline
Senior Customer Service Representative
Gerber Life Insurance Company
09.2008 - 09.2023
Children's Librarian
Fremont District Library
03.2004 - 03.2007
Children's Librarian
Fennville Area District Library
07.1997 - 03.2004
Bachelor of Arts - General Studies
Siena Heights University
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