Summary
Overview
Work History
Education
Skills
Timeline
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Dawn Crimaldi

Strongsville

Summary

Knowledgeable and dedicated customer service professional with extensive experience in the insurance industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing the business.

Overview

8
8
years of professional experience

Work History

Customer Service Specialist

National General Insurance
03.2022 - Current
  • Handled escalated calls, finding resolutions that satisfied both the company and the customer''s needs.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Managed high call volume while maintaining a courteous and professional demeanor.
  • Assisted new employees and peers with coaching, sharing best practices for handling difficult situations and achieving positive outcomes.
  • Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
  • Collaborated with team members to create effective strategies for improving overall customer experience.

Insurance Service Representative

National General Insurance
05.2017 - 03.2022
  • Managed high call volume effectively, ensuring prompt response times while maintaining quality of service provided to callers.
  • Enhanced customer satisfaction by addressing and resolving insurance-related inquiries and concerns.
  • Consistently met or exceeded performance goals related to customer service metrics.
  • Participated in ongoing training sessions to remain current on industry developments and improve overall job performance.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Promoted to Click to Chat team in 2019.

Call Center Customer Service Representative

Nationwide Insurance
11.2015 - 05.2017
  • Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.

Education

High School Diploma -

Normandy High School
Parma, OH

Skills

  • Customer Relations
  • Excellent written and oral communication skills
  • Problem Resolution
  • De-Escalation Techniques
  • Problem-solving abilities
  • Working knowledge of Microsoft Outlook, Word, Excel and PowerPoint
  • Critical Thinking
  • Product Knowledge
  • Live chat support
  • Escalation management
  • Coaching new hires and team members

Timeline

Customer Service Specialist

National General Insurance
03.2022 - Current

Insurance Service Representative

National General Insurance
05.2017 - 03.2022

Call Center Customer Service Representative

Nationwide Insurance
11.2015 - 05.2017

High School Diploma -

Normandy High School

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Dawn Crimaldi