Christina Gilbert
SPRINGFIELD,OH
Summary
Dedicated customer service professional with extensive experience in Farmers Workplace Solutions, recognized for fostering strong client relationships and enhancing customer satisfaction. A solid team player characterized by an outgoing and positive demeanor, adept at optimizing processes to achieve quality and speed. Committed to contributing to organizational success through effective communication and a results-oriented approach. Passionate about developing partnerships that drive business growth and create lasting value for clients.
Overview
14
14
years of professional experience
Work History
Lead Customer Service Representative
Farmers Insurance Agency
04.2026 - Current
- Developed training materials for new representatives, enhancing onboarding process and knowledge retention.
- Implemented feedback systems to capture customer insights, driving service improvements and operational efficiency.
- Resolved complex customer inquiries, utilizing problem-solving skills to enhance client relationships and loyalty.
- Collaborated with management to develop strategies that improved overall service delivery and reduced response times.
- Enhanced customer satisfaction by efficiently resolving complex issues and providing timely solutions.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
Senior Customer Care Representative
Farmers Insurance Agency
04.2022 - 04.2026
- Collaborated with cross-functional teams to optimize workflows and enhance service delivery.
- Assisted in the development of training materials for new hires, improving onboarding processes.
- Built strong relationships with customers through active listening, empathy, and understanding their needs.
- Navigated multiple computer systems and applications to find information.
- Investigated and resolved customer inquiries and complaints quickly.
- Trained new personnel regarding company operations, policies and services.
- Worked as member of integrated project team in highly collaborative work environment.
Associate Client Consultant
Farmers Insurance
10.2019 - 04.2022
- Use computers for various applications, such as database management or word processing.
- Locate and attach appropriate files to incoming correspondence requiring replies.
- Operate electronic mail systems and coordinate the flow of information, internally or with other organizations.
- Conduct searches to find needed information, using such sources as the Internet and Sales Force.
- Assist team members with Agent360 Errors.
- Determine or help determine company policy, and explain complex technical matters to service members, management, company executives, and policyholders.
- Teaching Service Members how to effectively correct errors within Agent360.
- Respond to emails via the Agent360 Service Champion inbox.
Customer Service Associate
MetLife
06.2017 - 10.2019
- Listen to customer requests, referring to directories to answer questions and provide telephone information.
- Provide assistance for customers with special billing requests.
- Resolve customer complaints or answer customers' questions regarding policies and procedures.
- Provide employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes.
- Review insurance policy terms to determine whether a particular loss is covered by insurance.
- Check to ensure that appropriate changes were made to resolve customers' problems.
Department Manager
Walmart
06.2012 - 06.2017
- Demonstrate or explain products, methods, or services to persuade customers to purchase products or use services.
- Keep areas neat while working and return items to correct locations following demonstrations.
- Set up and arrange displays or demonstration areas to attract the attention of prospective customers.
- Suggest specific product purchases to meet customers' needs.
- Identify interested and qualified customers to provide them with additional information.
- Stock shelves with products.
- Use computers to produce signage.
- Place prices or descriptive signs on backdrops, fixtures, merchandise, or floor.
- Store, pack, and maintain records of props and display items.
- Interview, select, and train associates in fresh areas.
Education
Bachelor of Science - Business Administration
Franklin University
Columbus, OH05-2028
Associate of Applied Science - Business Administration And Management
Franklin University
Columbus, OH05-2025
Associate of Applied Science - Medical Assisting
Clark State Community College
Springfield, Ohio06-2015
High School Diploma - General Education
Northwestern High School
Springfield, Ohio05-2008
Skills
- Problem Solving
- MS Office, Open Office
- Active Listening
- Customer Service
- Leadership
- Outlook
- Team member training
- Complaint handling
- Work prioritization
- Call center experience
- Willingness to lead
- Help desk support
- Fast learner
- Attention to detail
- Positive and friendly
- Problem-solving
Timeline
Lead Customer Service Representative
Farmers Insurance Agency
04.2026 - Current
Senior Customer Care Representative
Farmers Insurance Agency
04.2022 - 04.2026
Associate Client Consultant
Farmers Insurance
10.2019 - 04.2022
Customer Service Associate
MetLife
06.2017 - 10.2019
Department Manager
Walmart
06.2012 - 06.2017
Bachelor of Science - Business Administration
Franklin University
Associate of Applied Science - Business Administration And Management
Franklin University
Associate of Applied Science - Medical Assisting
Clark State Community College
High School Diploma - General Education
Northwestern High School