Elizabeth Fleisch
Loveland,OH
Summary
Seasoned professional with a proven track record in complaint resolution and critical thinking, honed across roles at American Modern Insurance Group and others. Excelled in escalation management, enhancing customer satisfaction and loyalty through effective communication and problem-solving skills. Continuously sought skill enhancement, achieving significant performance improvements. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Customer Service Specialist II
American Modern Insurance Group
05.2018 - Current
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer's needs.
- Responded proactively and positively to rapid change.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Assisted new employees with training, 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.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Actively participated in team meetings and professional development workshops, continuously seeking opportunities to enhance skills.
Liability Claims Adjuster
Sedgwick CMS
07.2017 - 05.2018
- Maintained detailed records for each claim, ensuring accuracy and completeness for future reference and audit purposes.
- Established rapport with policyholders through clear communication, empathy, and professionalism during difficult circumstances.
- Trained new adjusters on company policies and procedures, contributing to a well-prepared team of professionals.
- Reduced claims processing time by implementing efficient workflow strategies and prioritizing tasks.
Customer Service Representative
US Bank Service Center
01.2014 - 07.2017
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Hostess & Waitress
Mio's Pizzeria
10.2011 - 01.2014
- Answered customer questions about hours, seating, and menu information.
- Greeted customers warmly upon arrival and provided friendly and warm presence throughout dining experience.
- Demonstrated strong multitasking skills, balancing responsibilities such as answering phone calls, greeting guests, and updating reservation logs simultaneously.
- Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
Education
Bachelor of Arts - Human Resources Management
University of Arizona Global Campus
San Diego, CA 10.2023
GED -
Milford High School
Milford, OH05.2013
Skills
- Excellent written and oral communication
- Problem Resolution
- Complaint Handling
- Critical Thinking
- Escalation management
- Data Entry
Certification
Sensei Lean Yellow Belt
Authentic Expert Certification
Property and Casualty Insurance License
Timeline
Customer Service Specialist II
American Modern Insurance Group
05.2018 - Current
Liability Claims Adjuster
Sedgwick CMS
07.2017 - 05.2018
Customer Service Representative
US Bank Service Center
01.2014 - 07.2017
Hostess & Waitress
Mio's Pizzeria
10.2011 - 01.2014
Sensei Lean Yellow Belt
Authentic Expert Certification
Property and Casualty Insurance License
Bachelor of Arts - Human Resources Management
University of Arizona Global Campus
GED -
Milford High School
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