Chloe Queen
Bedford Heights,OH
Summary
Dedicated, empathetic, and solutions-driven professional with 10+ years of customer support experience across healthcare, insurance, finance, and property management. Proven track record of resolving complex issues, de-escalating challenging interactions, and delivering exceptional service in fast-paced environments. Experienced trainer and team resource with strong communication and multitasking abilities.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Licensed Personal Lines Agent
Progressive
10.2016 - 02.2018
- Licensed to sell auto insurance across all U.S. states.
- Provided tailored coverage options and delivered strong customer service.
- Assisted clients in identifying appropriate personal insurance coverage options.
- Managed policy renewals, ensuring timely communication with clients.
- Resolved client inquiries and concerns efficiently, improving overall satisfaction rates.
Customer Care Representative I & II / Senior Team Member
CVS Caremark
10.2018 - Current
- Support Medicare Part D members by resolving prescription and benefit-related issues with patience, accuracy, and compassion.
- Trained new hires during the welcome season; facilitated four full training classes.
- Promoted to Senior Team to handle escalation calls with calm and efficiency.
- De-escalated challenging calls and ensured complete resolution of member needs.
- Provided exceptional customer service by addressing inquiries and resolving issues efficiently.
- Assisted customers with prescription management and benefits information to enhance their experience.
Leasing Agent
Fir Hill Towers
10.2014 - 04.2016
- Completed lease agreements, processed deposits, and guided prospective tenants.
- Ensured model units were clean, staged, and ready for showings.
Quality Assurance Specialist
Safeguard Properties
02.2013 - 08.2014
- Evaluated and scored calls for compliance and quality.
- Identified trends and communicated improvement opportunities.
Internet Recruiter (Part-Time)
Bankers Life and Casualty
05.2012 - 02.2013
- Contacted prospective recruits to schedule interviews.
Customer Service & Sales Representative
Bank of America
08.2011 - 01.2012
- Managed high-volume inbound calls and strengthened customer relationships.
- Identified sales opportunities and met monthly goals.
Customer Service Representative II
Third Federal Savings and Loan
05.2006 - 07.2011
- Opened/closed accounts, processed deposits, and assisted customers.
Education
Bachelor of Criminal Justice -
American InterContinental University (AIU) Online
Schaumburg, IL01.2027
Associate of Arts -
Lakeland Community College
Kirtland, OHHigh School Diploma -
Orange High School
Pepper Pike, OH06.2003
Skills
- Customer Service & Support
- Call De-Escalation
- Medicare/Healthcare Knowledge
- Insurance Licensing (Auto)
- Training & Coaching
- Call Quality & Compliance
- Problem Resolution
- Communication & Multitasking
- Data Entry & Documentation
- Goal-oriented focus
- Teamwork and collaboration
- Multitasking Abilities
- Reliability
Attention to detail
- Active listening
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
Certification
Adult and Pediatric First Aid/CPR/AED Certified- American Red Cross
Timeline
Customer Care Representative I & II / Senior Team Member
CVS Caremark
10.2018 - Current
Licensed Personal Lines Agent
Progressive
10.2016 - 02.2018
Leasing Agent
Fir Hill Towers
10.2014 - 04.2016
Quality Assurance Specialist
Safeguard Properties
02.2013 - 08.2014
Internet Recruiter (Part-Time)
Bankers Life and Casualty
05.2012 - 02.2013
Customer Service & Sales Representative
Bank of America
08.2011 - 01.2012
Customer Service Representative II
Third Federal Savings and Loan
05.2006 - 07.2011
Bachelor of Criminal Justice -
American InterContinental University (AIU) Online
Associate of Arts -
Lakeland Community College
High School Diploma -
Orange High School