CHERTESSA WARDLOW
Canton,MI
Summary
Dynamic professional with a proven track record at State Farm Insurance Inc, enhancing customer retention through exceptional interpersonal skills and active listening. Expert in leveraging cloud applications and Office 365 to streamline service processes, achieving significant improvements in client satisfaction and operational efficiency. Skilled in training and conflict resolution, consistently exceeding performance targets.
Overview
6
6
years of professional experience
Work History
Field Service Representative
The Auto Club Group - AAA
07.2024 - Current
- Perform retention calls, process applications, renewals, amendments, resolve customer problems, as well as selling membership and financial products
- Respond to customers’ insurance inquiries and explains product features and service advantages to potential customers for the purpose of promoting and selling various insurance, membership, and financial products
- Fulfill, maintain and service insurance policies
- Respond to inquiries regarding insurance availability, eligibility, coverage. Prepare insurance proposals, policy changes, transfers, and billing clarification
Customer Care Retention Specialist II
State Farm Insurance Inc
09.2020 - 04.2024
- Employed exceptional interpersonal skills to actively nurture customer relationships, driving higher retention rates
- Exemplified an unwavering dedication to customer satisfaction by actively listening and promptly resolving customer concerns and complaints
- Spearhead efforts to reduce financial discrepancies and expedited resolution of billing issues during the processing of service applications and cancellations
- Demonstrated proficiently in rewriting and reinstating insurance policies, consistently adhering to underwriting and business rules to ensure compliance and client satisfaction
Senior Customer Service Representative II
Delta Dental Insurance
11.2018 - 02.2020
- Proficiently conveyed eligibility, benefits, and claim statuses to customers, ensuring clarity and understanding
- Maintained meticulous records of customer interactions and resolutions within the designated computer systems, facilitating efficient follow-up and accountability
- Diligently completed online and hard copy forms with pinpoint accuracy and skillfully routed to the respective departments for prompt handling and resolution
- Contributed to the development of new hires by providing guidance, shared expertise, and training
Education
Bachelor of Science - Criminal Justice
Strayer University
Lithonia, GA09-2023
Skills
Active Listening
Customer Service
Training
Cloud Applications
Sales
Conflict Resolution
Interpersonal Skills
Office 365
Documentation
Timeline
Field Service Representative
The Auto Club Group - AAA
07.2024 - Current
Customer Care Retention Specialist II
State Farm Insurance Inc
09.2020 - 04.2024
Senior Customer Service Representative II
Delta Dental Insurance
11.2018 - 02.2020
Bachelor of Science - Criminal Justice
Strayer University
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