ELIZABETH IRVIN
Waxahachie,Texas
Summary
Dedicated and adaptable professional with a proactive attitude and the ability to learn quickly. Strong work ethic and effective communication skills. Eager to contribute to a dynamic team and support organizational goals.
Overview
13
13
years of professional experience
Work History
Sr. Customer Service Representative
Penn Mutual Life Insurance
09.2024 - 06.2025
- Served as a dedicated advocate for policyholders, understanding their unique needs, and advocating on their behalf within the organization to ensure their concerns were addressed promptly and efficiently.
- Handled simple to complex inbound calls from the advisers, clients, and answered questions regarding their life, annuity products, and servicing needs.
- Investigated and followed up on questions/issues to resolve concerns in an accurate and timely manner.
- Interpreted each request and navigated multiple administration systems, as well as the workflow and imaging tools, to gain and document needed information.
- Processed some routine and some more complex financial and non-financial transactions and document records with consistent quality, attention to detail, and according to department policies and procedures.
- Handled escalated calls and more complex issues, as appropriate.
Chat Support Specialist
Reynolds and Reynolds
06.2024 - 09.2024
- Handled a wide variety of customer inquiries via online chat.
- Provided accurate information about the products and services via online chat.
- Narrowed down appointment information to schedule appointments.
- Summarized interactions based on customer needs for client review.
- Developed and maintained a knowledge base on the evolving products and services.
Customer Care Specialist
Massachusetts Mutual Life Insurance Company
01.2021 - 05.2024
- Assisted customers with inquiries about products and services via phone, email, and chat in a fast-paced environment.
- Created detailed documentation of all customer interactions and transactions.
- Processed electronic payments, managed billing changes/issues.
- Resolved customer issues efficiently by identifying problems, researching solutions, and following up on outcomes.
- Adhered to company policies when handling confidential customer information.
- De-escalated customer issues with proven conflict mediation and problem-solving abilities.
- Maintained a high satisfaction rating with customers by providing exceptional service and support.
- Experienced in Microsoft Office Suite (e.g., Outlook, Word, Excel, and PowerPoint).
- Assisted with contact center needs and other duties as assigned (e.g., assisted with training new employees).
Damage Prevention Agent
Texas Excavation and Safety
12.2014 - 08.2020
- Input and processed locate requests online and by phone using the Texas 811 data input system.
- Read and interpreted paper and computer maps.
- Upheld good oral and written communication skills to ensure the customer had a clear and concise understanding of the locate process.
- Interpreted directions and instructions by phone and computer.
Assistant Manager
Panda Express
07.2012 - 12.2014
- Established positive relationships with guests and employees through effective communication.
- Assisted with managing day-to-day operations of restaurant, including scheduling, budgeting, and inventory control.
- Resolved customer complaints and addressed service issues effectively.
- Participated in the recruitment, hiring, onboarding, training, scheduling, and evaluation of employees.
- Assisted with ordering supplies from vendors as needed while staying within budget guidelines.
Education
Bachelor of Science -
University of Phoenix
05.2015
Associate of Science -
Mountain View Community College
06.2012
Skills
- Effective communication
- Attention to detail
- Problem solving
- Escalation management
Timeline
Sr. Customer Service Representative
Penn Mutual Life Insurance
09.2024 - 06.2025
Chat Support Specialist
Reynolds and Reynolds
06.2024 - 09.2024
Customer Care Specialist
Massachusetts Mutual Life Insurance Company
01.2021 - 05.2024
Damage Prevention Agent
Texas Excavation and Safety
12.2014 - 08.2020
Assistant Manager
Panda Express
07.2012 - 12.2014
Bachelor of Science -
University of Phoenix
Associate of Science -
Mountain View Community College