Douglas Helm
Mesquite,TX
Summary
Proven expertise in insurance products, service and customer needs. Familiar with analyzing documentation, liaising between parties and handling both routine and complex issues each day. Identifies and resolves concerns while promoting new products and meeting sales objectives.
Overview
21
21
years of professional experience
Work History
Customer Service Specialist
Salem Solutions
Tampa, FL
03.2024 - 12.2025
- Provided exceptional customer support via phone, email, and chat channels to enhance client satisfaction.
- Work from Home
- Assisted customers in navigating online resources effectively, increasing their self-sufficiency when dealing with future inquiries.
- Enhanced customer satisfaction by promptly addressing and resolving inquiries and issues.
- Strengthened relationships with customers through empathetic communication while maintaining professional boundaries.
Senior Insurance Representative
Farmers Insurance Agency
City of Los Angeles, CA
05.2011 - 03.2021
- Researched and analyzed beneficial insurance and investment options and made recommendations to clients.
- Pursued continued professional development through insurance workshops, course and webinars.
- Offered policy guidance and management to promote asset protection.
- Explained coverage options to potential policyholders, answering questions or concerns.
- Monitored clients' insurance coverages to ensure changing needs were met.
- Reviewed insurance inquiries, working effectively to accommodate various requests to build agency's reputation as service provider.
- Streamlined operational efficiencies by researching problems and delivering speedy issues resolution.
Insurance Team Lead
21st Century Insurance
Addison, TX
06.2005 - 05.2011
- Delegated daily tasks to team members to optimize group productivity.
- Monitored team progress and enforced deadlines.
- Integrated process improvements to increase overall workflow.
- Documented production levels, materials used and special incidents to keep management informed of daily activities.
- Developed and implemented policies, procedures and process improvement initiatives to improve retention rates and increase customer satisfaction.
- Offered constructive criticism regarding quality assurance on team phone calls.
- Assessed, motivated and empowered team members to work to build customer satisfaction and loyalty, to support retention and growth.
- Mentored newly hired employees on machine operations and implemented training on safety procedures to prevent injuries.
Education
Associate of Applied Science - Electronics Technology
Brookhaven College
Dallas, TX05.1999
Skills
- Client account management
- Client retention
- Policy adjustment knowledge
- Customer follow-up
- People skills
- Computer skills
- Problem resolution
- Customer service
Education and Training
other
Timeline
Customer Service Specialist
Salem Solutions
03.2024 - 12.2025
Senior Insurance Representative
Farmers Insurance Agency
05.2011 - 03.2021
Insurance Team Lead
21st Century Insurance
06.2005 - 05.2011
Associate of Applied Science - Electronics Technology
Brookhaven College