Da’Brianna Greene
Mayfield Heights,OH
Summary
Resourceful Customer Service Retention Specialist known for maintaining high productivity and efficiently completing tasks. Specialize in conflict resolution, customer relationship management, and retention strategy development. Excel in communication, empathy, and problem-solving skills ensuring successful interactions with clients to increase satisfaction and loyalty.
Overview
7
7
years of professional experience
Work History
Senior Customer Service Retention Specialist
New York Life Insurance
Cleveland, OH
08.2022 - Current
- Handle high volume of inbound customer and agent’s inquiries
- Communicates and educates on product features, benefits, and contract provision details
- Maintains satisfactory level of key performance indicators according to departmental requirements
- Ability to handle customer interactions independently
- Assisting existing customers on current policies regarding cancel reasons
- Informing customers on solutions and alternatives that best fit customer needs
- Researches and responds to routine inquires via fax, postal mail or email
- Building a strong rapport with every customer to ensure good quality service
- Researching Document management systems (DMS) for files and documents
- Processing payments and disbursements using routing and bank account numbers
- Servicing clients concerns about billing inquires
- Maintained knowledge of Traditional life products
- Update clients contact information and bank information
- Perform accounts payable and receivable functions
- Processing loans and withdrawals
- Providing policy reviews to client maintain knowledge on policy
- Ability to solve customers and agents problems and concerns
Life Solutions Customer Service Representative
New York Life Insurance
Cleveland, OH
05.2021 - 08.2022
- Processed high call volume inbound customer calls
- Maintained knowledge of Whole Life, Term Life and Asset preserver policies
- Assisted customer updates, such as address, contact information and bank changes
- Perform accounts payable and receivable functions
- Process customer and agent requests
- Meeting adherence goals to follow set schedule
- Processing loans and withdrawals
- Providing policy reviews to maintain knowledge on policy
Claims Processor
Progressive Insurance
Mayfield, Ohio
01.2019 - 08.2020
- Work on the correspondence team to send out compliance letters to insured/ noninsured’ s facts regarding loss of claim
- Kept at a face pace to get letters sent out
- Assisted Supervisor in daily assignments
- Interviewing claimant, inspecting property damage, reviewing policies to determine coverage
- Evaluating the claim to determine the amount of damages and appropriate payout
- Negotiating settlements with the claimant and authorizing payment
- Communicating with customers to inform throughout the process and answering questions
- Completing and recording forms, reports, and logs
- Maintaining customer records
Customer Service Representative
Progressive Insurance
Mayfield, Ohio
02.2018 - 08.2020
- Utilized extensive product/business knowledge to provide exceptional, individualized service to policy holders
- Educated customers on coverage’s, policy options, state specifics and made offers for other products/services based on customer needs
- Tasked to improve underperforming representative’s performance through coaching sessions, personal development plans and mentorships
- Explained all billing questions and concerns, issue refunds, and verify drafts
Bank Teller
KeyBank
Cleveland, Ohio
06.2017 - 12.2017
- Provided excellent client service by welcoming new and existing clients and assisting them with account transactions and all their servicing needs
- Employed active listening and analytical skills to discover financial needs which transitioned clients to a banker who would then further assist in achieving their financial goals and objectives using Financial Wellness tools
- Adhere to all applicable policies and standard operating procedures
- Review and maintain knowledge of product guides, fees, and policies to stay current on offerings
- Provide answers and assistance for client questions/concerns, utilizing resources within the branch
Education
Associate of Applied Science Degree -
Bryant & Stratton College
Eastlake, Ohio01.2017
High School Diploma -
Euclid High School
Euclid, Ohio05.2014
Skills
- Actively Listening
- Critical Thinking
- Customer Service
- Empathy
- Communication
- Telecommunication skills
- Analytical skills
- Multitasking skills
- Time Management
- Work Independently
Qualifiedskills
- Actively Listening
- Critical Thinking
- Customer Service
- Empathy
- Communication
- Telecommunication skills
- Analytical skills
- Multitasking skills
- Time Management
- Work Independently
Timeline
Senior Customer Service Retention Specialist
New York Life Insurance
08.2022 - Current
Life Solutions Customer Service Representative
New York Life Insurance
05.2021 - 08.2022
Claims Processor
Progressive Insurance
01.2019 - 08.2020
Customer Service Representative
Progressive Insurance
02.2018 - 08.2020
Bank Teller
KeyBank
06.2017 - 12.2017
Associate of Applied Science Degree -
Bryant & Stratton College
High School Diploma -
Euclid High School