Callie Edwards
Columbus,OH
Summary
Knowledgeable and dedicated customer service professional with five years experience in the insurance industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with agents and customers. Motivated to maintain satisfaction and contribute to company success. Specialize in accuracy, quality, and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
5
5
years of professional experience
Work History
Agency Services Representative
Liberty Mutual/Safeco Insurance
01.2023 - Current
- Answer continuous flow of agent and customer calls promptly to avoid wait times.
- Provide comprehensive product, service, systems information and guidance to agents, enabling informed decision-making processes.
- Foster customer-centric culture within team by consistently reinforcing importance of empathy, understanding, and patience in all interactions with clients.
- Educate agents and customers about billing, payment processing and support policies and procedures.
- Update account information to accurately maintain customer records.
- Develop highly empathetic client relationships and rapport with customers through utilization of active listening skills, leading to higher retention rates and positive feedback from clients.
- Investigate and resolve inquiries and complaints quickly.
Customer Service Representative
State Auto Insurance
06.2019 - 01.2023
- Answered calls promptly to avoid on-hold wait times.
- Clarified customer issues by asking leading questions to determine root cause of problem.
- Investigated and resolved inquiries and complaints quickly.
- Updated account information to maintain accurate records.
- Maintained detailed records of agent and customer interactions, ensuring proper follow-up and resolution of issues.
- Educated agents and customers about billing, payment processing and support policies and procedures.
- Conducted training sessions for Customer Service Representatives on various aspects of job including soft skills development, product knowledge enhancement, and procedural updates.
Education
Some College (No Degree) - Psychology
Columbus State Community College
Columbus, OHSkills
- Problem resolution
- Escalation management
- Critical thinking
- Active listening
- Computer and office equipment proficiency
- Project management abilities
- Administrative and Office support
- Employee mentoring and coaching
- Document Control
Timeline
Agency Services Representative
Liberty Mutual/Safeco Insurance
01.2023 - Current
Customer Service Representative
State Auto Insurance
06.2019 - 01.2023
Some College (No Degree) - Psychology
Columbus State Community College
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