Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Stephanie Layland

Robbinsdale,MN

Summary

Hardworking and reliable Insurance Customer Service Representative focused on going above and beyond to support team and serve my clients. I have experience with AMS360, EPIC, Vertafore and other common insurance industry management systems. I am motivated to continue to learn and grow in the insurance industry.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Driver

Uber
03.2024 - Current
  • Provided excellent customer service by addressing inquiries and concerns promptly and professionally
  • Resolved delivery issues or discrepancies in a timely manner to ensure customer satisfaction
  • Achieved a customer satisfaction rating of 100% based on feedback surveys
  • Received multiple commendations from customers for exceptional service
  • Maintained accurate records of deliveries, including time of delivery, recipient's name, and any special instructions

Personal Lines Placement Specialist (Remote)

SIA
08.2022 - 01.2024
  • Placed new business on behalf of the agents through the insurance carrier partners that SIA contracted with
  • Reviewed new personal lines applications for completeness and contact agent for clarification on any missing information or errors found during processing
  • Generated quotes online with qualified carriers
  • Issued policies through insurance carrier's website after all required documents are received from the agent
  • Completed daily accounting reports to ensure that all premiums have been paid on existing policies
  • Processed policy changes, cancellations and premium payments
  • Experience with software such as Vertafore PL Rater, EZLynx, Epic and AMS360

Licensed Insurance Producer

Allstate Insurance
05.2020 - 05.2022
  • Answered all incoming calls
  • Performed policy changes per the client's request, whether it was via phone, email, mail or in person
  • Monitored all incoming foot traffic
  • Maintained the cleanliness of the office
  • Made sure to keep track of all office supplies and schedule any orders that were necessary
  • Handled all billing inquiries
  • Made sure to offer new products or up sell current client products as opportunities came available
  • Worked towards achieving agency sales goals

Customer Service Representative

American Family Insurance
10.2018 - 04.2020
  • Answered all incoming calls
  • Processed requested changes to policies per the request of the insured and made sure to notate in their file
  • Facilitated personal insurance reviews for current clients to make sure all discounts& coverages were accurate and that renewal price was affordable
  • Handled all phone calls, faxes, or emails pertaining billing
  • Helped in marketing products with our agency
  • Lead and participated in weekly staff meetings
  • Commercial lines contact

Customer Service Representative

McAlpin Insurance Agency
05.2018 - 09.2018
  • Answered a high volume of incoming calls and greeted all walk in clients
  • Made changes/ adjustments to personal lines policies per insured's request
  • Up sold current products and marketed new ones to existing and new clients
  • Completed download reports for changes made to policies and cross referenced their accuracy to make sure all changes were done correctly
  • Managed cancelation & non-pay reports daily and informed the correct agent to reach out to their client
  • Completed underwriter request/actions and made sure to document them accurately in AMS management system

Certified Medical Assistant

Hennepin County Medical Center
10.2015 - 03.2018
  • Greet and room patients -
  • Take vital signs and record in the patient's chart
  • Complete and document patient's medical history into epic
  • Prepare exam room with tools and supplies for physician
  • Assist with patient exams when needed
  • Give injections and perform blood draws
  • Administer medications when instructed to do so
  • Stock and clean exam rooms daily
  • Perform lab tests such as pregnancy tests, urine dips and glucose monitoring

Education

Associate of Applied Science - Medical Assisting

National American University
Brooklyn Center, MN
12.2012

Skills

  • Policy management expertise
  • Client relationship management
  • Customer service
  • Teamwork skills

Certification

  • Insurance Producer License, 06/01/18, 08/31/25, 40580404, 18815858
  • Certified Medical Assistant, 05/01/15, Present

Timeline

Driver

Uber
03.2024 - Current

Personal Lines Placement Specialist (Remote)

SIA
08.2022 - 01.2024

Licensed Insurance Producer

Allstate Insurance
05.2020 - 05.2022

Customer Service Representative

American Family Insurance
10.2018 - 04.2020

Customer Service Representative

McAlpin Insurance Agency
05.2018 - 09.2018

Certified Medical Assistant

Hennepin County Medical Center
10.2015 - 03.2018

Associate of Applied Science - Medical Assisting

National American University

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