Charline Raymond
Sales Customer Service Representatives
Boynton Beach,FL
Summary
Dynamic Insurance Customer Service Representative with a proven track record at Imma Pierre State Farm, excelling in complaint handling and client education. Leveraged active listening to enhance customer satisfaction and drive policy renewals, achieving significant revenue growth through effective cross-selling strategies. Proficient in documentation skills and dedicated to fostering strong client relationships.
Professional with significant expertise in customer service within insurance industry. Proven ability to handle complex inquiries, resolve issues efficiently, and provide clear, accurate information. Strong focus on collaboration and achieving results, adapting seamlessly to changing demands. Skilled in policy management, claims processing, and maintaining high levels of customer satisfaction. Reliable team player with excellent communication and problem-solving abilities with strong customer service background in providing exceptional customer service within insurance industry. Successfully resolved numerous client concerns and inquiries, enhancing customer satisfaction and loyalty. Demonstrated expertise in policy interpretation and claims processing, coupled with effective communication and problem-solving skills.
Professional with significant expertise in customer service within insurance industry. Proven ability to handle complex inquiries, resolve issues efficiently, and provide clear, accurate information. Strong focus on collaboration and achieving results, adapting seamlessly to changing demands. Skilled in policy management, claims processing, and maintaining high levels of customer satisfaction. Reliable team player with excellent communication and problem-solving abilities.
Experienced with assisting clients in navigating insurance policies and claims. Utilizes communication and problem-solving skills to resolve customer issues efficiently. Track record of enhancing customer satisfaction through thorough policy understanding and effective support.
Insurance professional known for delivering high-quality customer service and maintaining high standards. Possesses valuable experience in addressing client issues and providing reliable support. Consistently collaborates with team members to achieve positive outcomes and adapts to changing demands. Skilled in policy analysis, claims management, and fostering client relationships.
Talented Insurance Customer Service Representative conferred with customers by telephone or in-person to provide information about products or services. Took or entered orders, canceled accounts and obtained details of issues. Smart individual with great communication and task prioritization talents.
Highly trained professional with a background in verifying insurance benefits and creating appropriate patient documentation. An established Insurance Verification Specialist known for handling various office tasks with undeniable ease. Hardworking customer service representative assessed charges for services requested or collected deposits and payments. Contacted customers regarding status updates or adjustments. Trained customers on new policies or procedures and responded to emails or messages in timely manner.
Overview
17
17
years of professional experience
Work History
Insurance Customer Service Representative
Imma Pierre State Farm
09.2020 - Current
- Performed policy renewal and record retention.
- Resolved escalated customer issues promptly and professionally, restoring confidence in our services while preserving brand reputation.
- Promoted and sold numerous Life insurance policies to individuals over the years.
- Implemented strategies to optimize cross-selling opportunities among existing customers, driving revenue growth.
- Conducted comprehensive policy reviews for clients, identifying gaps in coverage and recommending appropriate solutions.
- Attended seminars, meetings and educational programs to stay abreast of evolving needs of insurance industry and client base.
- Increased cross-selling opportunities by proactively identifying potential new business leads during client interactions.
- Responded to customer calls swiftly to resolve issues and answer questions.
- Set up customer payment plans to cover annual policies and renewals.
- Contacted underwriter and submitted appropriate forms to obtain binder coverage.
- Participated in ongoing training sessions to remain current on industry developments and improve overall job performance.
- Participated in ongoing professional development courses to maintain current knowledge of insurance products and regulations, enhancing overall expertise as a representative.
- Trained new customer service representatives on best practices, policies and procedures.
- Continuously monitored industry trends to stay informed on emerging risks and adjust offerings accordingly for optimal client protection.
- Maintained thorough knowledge of industry trends and product offerings to provide accurate information to clients at all times.
- Tailored insurance plans to support client needs and establish sense of trust among community members.
- Assisted colleagues in resolving complex cases by sharing knowledge of policies and best practices when needed.
- Enhanced customer retention through personalized service and attention to individual needs.
- Acted promptly to customer complaints, significantly reducing escalation rates.
- Supported customers in insurance application completion while liaising between company and client.
- Increased customer retention by offering tailored insurance solutions based on individual needs.
- Maintained high standards of customer service by building relationships with clients.
- Fostered strong relationships with policyholders to promote loyalty and retention.
- Cross-sold insurance products to existing clients to reach sales targets.
- Simplified insurance application process for customers, leading to more user-friendly experience.
- Built relationships with clients using active listening and issue resolution to provide excellent service.
- Maintained confidentiality of patient finances, records, and health statuses.
- Met with customers to provide information about available products and policies.
- Collected premiums and issued accurate receipts.
- Utilized CRM software to manage client relationships.
- Posted payments to accounts and maintained records.
- Collected premiums on or before effective date of coverage.
- Monitored customer feedback and identified areas of improvement.
- Generated leads through cold-calling, networking and other outreach methods.
- Answered incoming phone calls to articulate product value to prospective customers and support current policyholders.
- Processed policy updates and changes accurately, ensuring client needs were met in a timely manner.
- Responded to customer requests for products, services, and company information.
- Handled sensitive customer information with discretion, adhering to strict data privacy regulations at all times.
- Documented customer interactions and transactions for accurate, up-to-date records.
- Completed customer applications and updated records to reflect current information.
- Enhanced customer satisfaction by addressing and resolving insurance-related inquiries and concerns.
- Assisted customers with completing insurance documents to avoid missed information.
- Fielded customer complaints, escalating complex issues to management for resolution.
- Assessed customer needs and recommended suitable insurance policies.
- Processed insurance policy cancellations and renewals quickly to meet call time targets.
- Fostered strong relationships with clients, providing personalized service and assistance on various insurance products.
- Reviewed and adjusted customer coverage levels to address, identify, and resolve customer conflicts.
- Educated customers on available discounts, promoting loyalty and policy retention through tailored recommendations.
- Managed high call volume while maintaining professionalism, empathy, and attention to detail in each interaction.
Insurance Customer Service Representative
Imma Pierre Allstate Agency
06.2019 - 04.2020
- Managed high call volume while maintaining professionalism, empathy, and attention to detail in each interaction.
- Processed policy updates and changes accurately, ensuring client needs were met in a timely manner.
- Answered incoming phone calls to articulate product value to prospective customers and support current policyholders.
- Responded to customer requests for products, services, and company information.
- Handled sensitive customer information with discretion, adhering to strict data privacy regulations at all times.
- Documented customer interactions and transactions for accurate, up-to-date records.
- Completed customer applications and updated records to reflect current information.
- Enhanced customer satisfaction by addressing and resolving insurance-related inquiries and concerns.
- Assisted customers with completing insurance documents to avoid missed information.
- Fostered strong relationships with clients, providing personalized service and assistance on various insurance products.
- Processed insurance policy cancellations and renewals quickly to meet call time targets.
- Fielded customer complaints, escalating complex issues to management for resolution.
- Assessed customer needs and recommended suitable insurance policies.
- Reviewed and adjusted customer coverage levels to address, identify, and resolve customer conflicts.
- Checked documentation for accuracy and validity on updated systems.
- Coordinated with contracting department to resolve payer issues.
- Posted payments to accounts and maintained records.
- Collected premiums and issued accurate receipts.
- Calculated adjustments, premiums and refunds.
- Maintained confidentiality of patient finances, records, and health statuses.
- Verified client information by analyzing existing evidence on file.
- Carried out administrative tasks by communicating with clients, distributing mail, and scanning documents.
- Processed and recorded new policies and claims.
Customer Service Representative
Havertys Furniture
03.2010 - 10.2019
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Participated in training programs to enhance product knowledge and customer service skills.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Led quarterly customer service meetings to review performance and set goals for improvement.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Improved resolution time with effective problem-solving for customer complaints.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Sought ways to improve processes and services provided.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Trained staff on operating procedures and company services.
- Cross-trained and provided backup support for organizational leadership.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Cross-trained and backed up other customer service managers.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
Life Insurance Agent
Primerica
09.2015 - 07.2019
- Participated in professional development opportunities such as training sessions and conferences to stay informed on best practices within the life insurance industry.
- Crafted clear, informative reports to explain life insurance policy features and benefits.
- Attended continuing education courses and workshops to gain additional insurance industry knowledge.
- Developed comprehensive financial plans for clients, ensuring proper coverage and security for their families.
- Cultivated customer relationships to provide customized life insurance solutions tailored to individual needs.
- Leveraged industry knowledge to educate potential clients on the importance of life insurance, resulting in increased policy awareness and sales conversions.
- Analyzed customers' financial situations to recommend appropriate life insurance policies.
- Streamlined the application process for clients, resulting in faster policy approvals and improved customer satisfaction.
- Improved client retention rates by offering tailored policy recommendations that met their unique requirements and goals.
- Provided exceptional customer service by addressing concerns promptly and maintaining open lines of communication.
- Delivered informative presentations to potential clients about the benefits of life insurance policies, generating interest and driving sales growth.
- Conducted thorough risk assessments on potential clients, accurately determining appropriate policy rates and terms.
- Increased client satisfaction by providing personalized and knowledgeable life insurance consultations.
- Provided coverage option information to assist clients in protecting assets.
- Established trust with prospective customers by providing accurate information about available policies and transparent pricing structures.
- Maintained high standards of customer service by building relationships with clients.
- Improved market penetration in underserved areas by implementing targeted outreach strategies.
- Contributed to positive team environment by sharing best practices and success strategies.
- Enhanced client loyalty and referrals by resolving policy issues and claims swiftly.
- Identified cross-selling opportunities by reviewing existing client coverage and suggesting appropriate additional products.
- Simplified complex insurance concepts for clients, facilitating informed decision-making.
- Boosted team morale and productivity by leading training sessions on effective sales techniques and product knowledge.
- Conducted comprehensive needs analysis for clients to tailor life insurance packages for their unique situations.
- Fostered strong client trust, leading to high retention rates through consistent follow-ups and personalized service.
- Educated clients on insurance policies and procedures.
- Met with customers to provide information about available products and policies.
- Determined financial needs by assessing existing coverage and aligning new products and services with long-term goals.
- Analyzed customer needs to provide customized insurance solutions.
- Collected premiums on or before effective date of coverage.
- Finalized sales and collected necessary deposits.
- Generated leads through cold-calling, networking and other outreach methods.
- Conducted annual reviews of existing policies to update information.
- Calculated premiums and established payment methods for sales.
Office Manager
G CON Tax Solutions
03.2016 - 03.2018
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Served as a liaison between upper management and staff members, facilitating open channels of communication to address concerns or issues promptly.
- Handled sensitive employee and client information with utmost confidentiality, maintaining trust and integrity.
- Facilitated positive work environment, addressing employee concerns promptly and fostering culture of mutual respect.
- Developed and enforced office policies that aligned with company values and regulatory requirements, maintaining compliance.
- Implemented comprehensive training program for new hires, improving their integration into team and productivity.
- Resolved office disputes swiftly and equitably, maintaining harmonious workplace.
- Managed scheduling and coordination of all office meetings to ensure smooth operations and minimal conflicts.
- Provided comprehensive administrative support to senior management, enabling them to focus on strategic decision-making.
- Optimized office space utilization, leading to more efficient and productive work environment.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
Dispatch Coordinator
Groupware
01.2008 - 01.2009
- Developed strong relationships with clients by providing consistent updates on shipment statuses and addressing concerns promptly.
- Streamlined communication between drivers, customers, and management for improved customer satisfaction.
- Mitigated potential conflicts between drivers or customers by acting as a liaison during high-pressure situations.
- Collaborated with warehouse staff to prioritize shipments based on urgency and importance.
- Coordinated daily dispatch operations to ensure on-time deliveries and maximize fleet utilization.
- Maintained accurate records of dispatched orders, ensuring efficient billing processes and client satisfaction.
- Responded to high volume of phone and email requests to provide logistics information.
- Developed and implemented process enhancements to drive continuous program improvement.
- Monitored driver locations in field and solved discrepancies to keep team on-track.
- Managed emergency situations effectively, coordinating alternate routes or resources to minimize disruption to the delivery process.
- Improved response times by prioritizing urgent requests while maintaining attention to routine orders.
- Provided ongoing support for drivers with route adjustments, load information, or other assistance as needed during their shifts.
- Trained newly hired dispatchers on company policies and procedures, fostering a cohesive team environment focused on customer service excellence.
- Organized paperwork and explained individual job parameters for each assignment.
- Ensured compliance with federal transportation regulations through diligent record keeping and adherence to safety standards.
- Promoted a positive work environment within the dispatch team by fostering open communication and recognizing individual achievements.
- Scheduled and organized delivery routes.
- Monitored vehicle locations to coordinate timely arrivals.
- Answered phone calls and responded to customer emails.
- Facilitated communications between customers and field personnel to answer questions or resolve concerns.
- Communicated with customers to provide delivery updates and resolution.
- Monitored and tracked dispatch communication systems.
- Coordinated with drivers to facilitate efficient delivery routes and timely deliveries.
- Assisted in resolving customer complaints and grievances.
- Coordinated schedules for optimal coverage of daily workload and adjusted quickly to changing demands.
- Preserved accurate records of dispatched orders, deliveries and receipts.
Education
High School Diploma -
South Area High School
Lantana, Fl06-1998
Skills
- Complaint handling
- Customer service
- Insurance terminology
- Active listening
- Policy review
- Insurance coverage verification
- Data entry
- Microsoft office
- Teamwork and collaboration
- Paperwork processing
- Coverage determination
- New policies processing
- Documentation processing
- Eligibility determination
- Appointment scheduling
Languages
Creole
Professional Working
Interests
- I participate in a variety of outdoor recreational activities
- Hiking
- Camping
- Outdoor Recreation
- Volunteering
- Youth mentor, providing guidance and support to empower the next generation of leaders
2-14 Life Insurance License
Life Licensed since 2015
Timeline
Insurance Customer Service Representative
Imma Pierre State Farm
09.2020 - Current
Insurance Customer Service Representative
Imma Pierre Allstate Agency
06.2019 - 04.2020
Office Manager
G CON Tax Solutions
03.2016 - 03.2018
Life Insurance Agent
Primerica
09.2015 - 07.2019
Customer Service Representative
Havertys Furniture
03.2010 - 10.2019
Dispatch Coordinator
Groupware
01.2008 - 01.2009
High School Diploma -
South Area High School
Similar Profiles
ALBERTO ESCOBAR RUIZALBERTO ESCOBAR RUIZ
Claim Specialist; and Producer at State Farm Corporate & State Farm AgencyClaim Specialist; and Producer at State Farm Corporate & State Farm Agency
Bethany GandyBethany Gandy
Insurance Customer Service Specialist at Brian Moore State Farm & Brent Holman State FarmInsurance Customer Service Specialist at Brian Moore State Farm & Brent Holman State Farm
Jack RuhlJack Ruhl
Cofounder/CEO at ImmaCofounder/CEO at Imma
Samantha WeinbergSamantha Weinberg
Babysitter at Private HomeBabysitter at Private Home
Kaitlyn EatonKaitlyn Eaton
Barista at Starbuck CoffeeBarista at Starbuck Coffee