ELINOR COBURN

As a member of the FRST Team here with American Family, I take calls from Customers and Agents alike, assist with policy changes and billing. I also process requests emailed in to us directly from local agents.

• Maintained accurate records of customer interactions, transactions, and comments for future reference and quality improvement.
• Conducted thorough needs assessments by actively listening to customers'' concerns, preferences, and expectations to provide tailored recommendations.
• Maintained strict compliance with industry regulations, company policies, and ethical guidelines in all aspects of customer service delivery.
• Participated in ongoing training programs to continuously enhance skills, knowledge base, and overall performance as a Licensed Customer Service Representative.
• Collaborated with team members for efficient problem-solving and optimal customer service delivery.
• Proactively identified potential issues, escalating them when necessary for prompt resolution while maintaining clear communication with affected parties.
• Assisted in the development of new processes to streamline workflows and increase overall efficiency within the department.
• Handled customer inquiries and suggestions courteously and professionally.

As a Commercial Lines Agent with Homesite, I :

• Ensured compliance with industry regulations by meticulously reviewing policy documents and endorsements.
• Enhanced client satisfaction by promptly addressing concerns and providing tailored insurance solutions.
• Maximized productivity with effective time management and prioritization of tasks in a fast-paced environment.
• Handled customer inquiries and suggestions courteously and professionally.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Answered constant flow of customer calls with minimal wait times.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Participated in team meetings and training sessions to stay informed about product updates and changes.
• Processed customer service orders promptly to increase customer satisfaction.

As a Licensed Solutions agent with Homesite, I:

• Resolved caller issues quickly and thoroughly.
• Informed clients of policies and procedures.
• De-escalated and resolved customer complaints with punctual, polite and professional service.
• Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
• Established strong customer relationships, building recommendations and loyalty.
• Maintained comprehensive product and service knowledge for accurate, informative customer advice.
• Consistently met compliance requirements for the agency by promptly completing mandatory continuing education courses and staying current on industry regulations.