Chelsea Hopkins

• Managed policyholder inquiries, resolving coverage, billing, and service issues with accurate, timely support.
• Processed endorsements and cancellations while maintaining complete, compliant policy records.
• Reviewed policy changes for accuracy, reducing errors in customer service transactions and correspondence.
• Set up new business policy submissions for review by the Underwriter to determine if the submission is within company appetite.

• Handled sensitive client information with discretion, ensuring confidentiality at all times.
• Maintained a professional demeanor during high-pressure situations.
• Managed incoming calls, providing prompt and accurate information to clients.
• Maintained detailed records of client interactions, allowing for better understanding of needs and preferences for future engagements.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Adapted quickly to changes in company policy or procedures while maintaining excellent service standards for existing clients.

Phone Operator

• Responding to customer inquiries with patience and positivity.
• Managing multi-line phone system directing individuals to desired personnel and providing general information about operations.
• Triaging emergency calls
• Answered average of 120-140 calls per day and directed to appropriate departments and personnel, or taking general office messages for Clients.
• Client businesses consisted of Medical Practices, Hospitals, Law Offices, Property Management and a variety of Commercial Businesses.

On-Call Supervisor

• Entering On call schedules into company program for proper dispatching of calls.
• Keeping track of start and end dates for schedules.
• Filing client schedules and account information.
• Communicating with Clients to ensure satisfaction is being met and account information is being kept current.
• Account building.

• Identified and resolved unauthorized, unsafe, or ineffective practices.
• Established positive and effective communication among department staff.
• Opening and closing building at beginning and end of business hours.
• Counting money for register drawers at beginning and end of shift.
• Keeping track of daily company earnings.
• Customer complaints and accommodations.