Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Lawanda Moore

Ponchatoula,LA

Summary

Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Service Representative

Horace Mann
10.2022 - Current
  • Managed an average of 75-100 customer calls per day, consistently meeting or exceeding service level expectations for response time and issue resolution, while maintaining a 90% or higher customer satisfaction (CSAT) score.
  • Utilized CRM platforms like Salesforce and Guidewire to document customer interactions, manage policy inquiries, and track resolutions, improving case handling efficiency by 15%.
  • Provided comprehensive support to customers on policy coverage, billing inquiries, and claims status through multi-channel communication, including phone, email, and live chat, achieving a first-call resolution rate of 80%.
  • Navigated multiple internal systems, including Siebel and Duck Creek, to gather customer data and policy details, while reducing average call handling time (AHT) by 20% through effective multitasking.
  • Escalated complex issues to senior departments or external vendors, ensuring 100% compliance with internal escalation procedures and maintaining adherence to service level agreements (SLAs).
  • Analyzed customer feedback to identify recurring trends, leading to recommendations that improved departmental processes and reduced the average response time by 25%.
  • Trained and mentored new hires on using internal platforms such as Zendesk and internal policy management software, shortening their ramp-up time by 30% and boosting team productivity.
  • Consistently maintained high-quality service under high call volumes (up to 150 calls per day) while achieving a 95% compliance rate with industry standards, ensuring accurate and timely policy information delivery.

Customer Care Representative

Statefarm Insurance
01.2017 - 10.2022
  • Provided prompt, accurate, and friendly customer service by addressing inquiries on insurance availability, eligibility, coverages, policy changes, claims, and billing, maintaining a 90%+ customer satisfaction (CSAT) score.
  • Educated customers on insurance options using a needs-based review process, resulting in a 15% increase in policy upgrades and cross-selling opportunities.
  • Collaborated with agents to meet marketing and sales goals, contributing to a 10% year-over-year increase in new policy acquisitions.
  • Developed leads and scheduled appointments through proactive outreach, identifying customer needs and marketing appropriate products, generating a 20% conversion rate from leads to sales.
  • Achieved monthly sales targets by promoting and marketing relevant Farmers Insurance products, consistently surpassing goals by 5-10% each quarter.
  • Maintained a high level of customer service under high call volumes (up to 150 calls/day), resolving issues efficiently and achieving an 80% first-call resolution rate.
  • Monitored customer account information using Salesforce and Guidewire, ensuring accurate policy updates and compliance, with a 95% accuracy rate.
  • Demonstrated a strong work ethic and commitment to success.

Education

High School Diploma -

Hammond High School
Hammond, LA

Skills

  • Customer Relationship Management (CRM)
  • Insurance Product Knowledge
  • Multi-Channel Communication
  • Problem-Solving & Issue Resolution
  • Sales & Cross-Selling
  • Compliance & Regulatory Knowledge
  • Time Management & Prioritization
  • Data Entry & Documentation

Certification

  • Life, Accident and Health/Sickness Insurance
  • Property & Casualty Insurance

License Number: 436093
NPN: 9457525

Timeline

Service Representative

Horace Mann
10.2022 - Current

Customer Care Representative

Statefarm Insurance
01.2017 - 10.2022

High School Diploma -

Hammond High School

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