Overview
Work History
Education
Skills
Timeline
Generic

Heather Battaglia

Thonotosassa,FL

Overview

10
10
years of professional experience

Work History

Insurance Representative

Liberty Mutual
11.2018 - 11.2020
  • Evaluated client insurance needs to recommend appropriate coverage solutions.
  • Processed policy applications efficiently, ensuring accuracy and compliance with company standards.
  • Educated clients on policy terms, benefits, and claims processes to enhance understanding and satisfaction.
  • Assisted in resolving customer inquiries and claims issues, fostering a positive client experience.
  • Collaborated with underwriters to assess risks and determine suitable coverage options for clients.
  • Maintained up-to-date knowledge of industry regulations and product offerings to provide informed advice.
  • Contributed to team initiatives aimed at improving customer service practices and operational efficiency.
  • Developed strong relationships with clients through effective communication and personalized service strategies.
  • Resolved escalated customer issues promptly and professionally, restoring confidence in our services while preserving brand reputation.
  • Performed policy renewal and record retention.
  • Responded to customer calls swiftly to resolve issues and answer questions.

Customer Service Representative

UPS
10.2010 - 10.2017
  • Resolved customer inquiries efficiently, ensuring high-quality service and satisfaction.
  • Processed shipping requests accurately using UPS tracking systems to maintain shipment integrity.
  • Assisted in training new representatives on company policies and procedures for improved service delivery.
  • Managed customer complaints by providing timely solutions, enhancing overall customer experience.
  • Collaborated with team members to streamline order processing, increasing operational efficiency.
  • Maintained up-to-date knowledge of UPS services and promotions to better assist customers.
  • Documented customer interactions meticulously, supporting follow-up actions and service improvements.
  • Adapted communication style to fit diverse customer needs, fostering positive relationships and trust.
  • 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.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Increased efficiency and team productivity by promoting operational best practices.

Education

Associate Of Applied Arts - Liberal Arts

Hillsborough Community College
Tampa, FL
05.2008

Skills

  • Quotes and sales
  • Customer follow-up
  • Client needs analysis
  • Goal-oriented mindset
  • Data entry
  • Resilience under pressure
  • Auto insurance
  • Policy renewals
  • Policy analysis
  • Account management
  • Property insurance
  • Insurance terminology
  • Customer service
  • Licensed insurance agent

Timeline

Insurance Representative

Liberty Mutual
11.2018 - 11.2020

Customer Service Representative

UPS
10.2010 - 10.2017

Associate Of Applied Arts - Liberal Arts

Hillsborough Community College

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Heather Battaglia