Desiree Thomas
Plant City
Summary
Sr Cust Svc Spec, CRC with 6+ years of experience in assisting client purchasing decisions, building working relationships, and processing client information. I have a client-focused attitude and value the importance of relationships, professionalism, and trust. Recognized for problem-solving and enhancing customer satisfaction through exceptional customer experience skills.
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Sr Cust Svc Spec, CRC
Liberty Mutual Insurance
03.2021 - 03.2025
- Retention/ Underwriting Rewrite, Virtual
- Minimized customer attrition while maximizing revenue through effective retention strategies
- Issuing, Invoicing, and Processing endorsements, cancellations, reinstatements, and non-renewals
- Assessed clients' background information and drew up quotes for competitive insurance premiums
- assessing risks associated with application renewal or policy modification
- Binding New and Renewal policies
- Met/exceeded targeted metrics and objectives related to schedule adherence, call handling time, and lead generation
- Counseled, guided, and suggested adequate home coverage and protection to customers
- Interpreted policy contracts to insured based on expert knowledge on all personal lines
Tier 3 Retention Cust Serv Rep
Primo Waters of America
05.2017 - 02.2021
- Handled inbound phone calls, quickly identifying and resolving customer needs. Built rapport and expressed empathy to enhance customer interactions. Educated customers on products and services to promote informed decision-making.
- Assessed and articulated transactions and their influence on policy premium
- Worked in a fast-paced call center environment, handling inbound phone calls back-to-back with a structured schedule
- Established direct contact with Route Sales Representatives, including Route managers, to assist in addressing escalated accounts threatening to cancel
- Managed accounts over 60 days due for potential cancellation, utilizing MS Excel to revise invoices
- Delivered expertise by identifying and analyzing customer and agent needs, ensuring high satisfaction, growth, and retention of business
- Collaborated with other departments to meet customer needs and gained feedback to incorporate into sales strategy.
Education
Associate of Arts -
Polk State College
Winter Haven, FLSkills
- Insurance Underwriting
- Customer Service
- Insurance Products
- Underwrite
- Problem-solving
- Data Entry
- Clerical support
- Complaint resolution
- Merchandise upselling
- Negotiation
- Inbound and outbound calling
Certification
PERSONAL LINES AGENT (2044), 2021-04-01
Timeline
Sr Cust Svc Spec, CRC
Liberty Mutual Insurance
03.2021 - 03.2025
Tier 3 Retention Cust Serv Rep
Primo Waters of America
05.2017 - 02.2021
Associate of Arts -
Polk State College