Catherine Smith

• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
• Took payment information and other pertinent information such as addresses and phone numbers to place orders.
• Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
• Complied with company policies and procedures by encouraging positive and effective work environment among employees.
• Provided primary customer support to internal and external customers.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Updated account information to maintain customer records.
• 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.
• Responded to customer requests for products, services, and company information.
• Participated in team meetings and training sessions to stay informed about product updates and changes.
• Investigated and resolved accounting, service and delivery concerns.
• Increased efficiency and team productivity by promoting operational best practices.

• Conducted new hire training for sales and service agents
• Assessed additional needs based on training progress and collaborated with management to meet requirements.
• Documented participation and evaluated learning for each participant.
• Traveled to various locations to conduct training classes.
• Prepared content for supplemental online training
• I was involved in re writing the new hire billing module

• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Handled customer inquiries and suggestions courteously and professionally.
• Answered constant flow of customer calls with minimal wait times.
• Answered customer telephone calls promptly to avoid on-hold wait times
• Collected premiums and forwarded payments to the company
• Updated account information to maintain customer records.

Manual Property rating of new business and policy changes

• Evaluated applications to determine if underwriting guidelines were met
• Evaluated applications and policy change forms for completeness
• I was trained on the first automated policy change program developed by Liberty Mutual.
• Proven ability to learn quickly and adapt to new situations.