Candi Norton
Haines City,FL
Summary
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. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
35
35
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Garry Walker, State Farm Agent
06.2023 - Current
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Consulted with customers to resolve service and billing issues.
- Quoted and sold auto, homes and personal articles polices.
Customer Service Representative
Carroll Marshall Insurance
04.2021 - 06.2023
- Handled customer inquiries and suggestions courteously and professionally.
- Educated customers on special pricing opportunities and company offerings.
- Documented customer correspondence in CRM to track reports, problems and solutions,
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Fielded customer complaints and queries, fast tracking them for problem resolution.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Trained new hires on products and services, best practices and protocols to reduce process gaps.
- Quoted and sold Home, Auto and Personal Articles Policies.
Secretary / Receptionist
Carroll Marshall Insurance
11.2018 - 04.2021
- Scheduled appointments and conducted follow-up calls to clients.
- Answered and directed incoming calls using multi line telephone system.
- Processed payments and updated accounts to reflect balance changes.
- Pulled and organized requested documentation.
- Signed for packages, recorded deliveries, and distributed to personnel.
- Manged office duties and basic administrative tasks, organized and cleaned work spaces, ordered materials and answered phone calls.
- Determined needs of visitors and provided information or solutions.
Claims Associate
State Farm Insurance
07.1988 - 08.2018
- Worked productively in fast-moving work environment to process large volumes of claims.
- Supported efficient handling of complex claims and followed up on open, denied or suspended claims to completed required line items.
- Determined liability, compensability and benefits due on each claim.
- Processed PIP, PD, BI and Total Loss claims daily and expertly handled as many as 230 files with impeccable quality.
- Monitored reports to identify claims issues and worked with adjusters to resolve problems.
- Provided quality customer service to assigned, insured and claimants throughout entire claims process to deliver timely service to customers.
- Managed asset recoveries for claims, including salvage and subrogation.
- Researched and reviewed information to determine validity of insurance claims and contacted companies and customers about decisions.
Education
High School Diploma -
Landmark Christian High School
Haines City, FL05.1988
Skills
- Information Security
- Consultative Sales
- Account Updating
- Data Collection
- Report Generation
Certification
- Florida Department of Financial Services - 0440 Customer Service Representative 3/31/2021
- Florida Department of Financial Services - 0644 Claim Adjuster - Property and Casualty 08/1998 - 08/2023
Timeline
Customer Service Representative
Garry Walker, State Farm Agent
06.2023 - Current
Customer Service Representative
Carroll Marshall Insurance
04.2021 - 06.2023
Secretary / Receptionist
Carroll Marshall Insurance
11.2018 - 04.2021
Claims Associate
State Farm Insurance
07.1988 - 08.2018
High School Diploma -
Landmark Christian High School
- Florida Department of Financial Services - 0440 Customer Service Representative 3/31/2021
- Florida Department of Financial Services - 0644 Claim Adjuster - Property and Casualty 08/1998 - 08/2023
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